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Skills

  • Key holder experience
  • Credit card processing
  • Retail materials management
  • CRM software proficiency (Microsoft Excel)
  • Complaint resolution
  • Annuity withdrawal and fund redemption
  • Conflict resolution and negotiation
  • Annuity account management
  • Training development aptitude
  • Report preparation

Work Experiences

  • Looked into and resolved issues with accounting, service, and delivery.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Kept the framework and program areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Handled over 3 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • In the top 12% of employees for successful launched.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.

Summaries

  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Competent Annuity Customer Service Representative with a desire to exceed sales targets and establish long-term customer relationships.
  • Annuity Customer Service Representative is a service-oriented Annuity Customer Service Representative with unrivaled customer service, task prioritization, and time management skills.
  • Committed to providing world-class customer service while remaining professional.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Tableau expert with experience in process improvement services.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the framework business.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Under duress, personable and professional.

Accomplishments

  • Addressed discrepancies in annuity payout calculations, ensuring all financial data was accurate and up to program.
  • Proactively identified opportunities for client annuity upgrades that led to increased revenue by $249,000 annually.
  • Collaborated with underwriters to vet and approve annuity contracts, mitigating risks and ensuring compliance with federal regulations.
  • Collaborated with team of 2 in the development of procedure.
  • Led efforts to streamline annuity account verification processes, improving overall client experience and reducing errors by 69%.
  • Provided ongoing training and mentorship to new representatives, resulting in improved annuity-related issue resolution rates by 21%.
  • Partnered with financial advisors to support annuity clients with customized payout scheduling, decreasing payout disputes by 24%.
  • Documented and resolved initiative which led to metric.
  • Developed a client feedback loop for the annuities department that increased satisfaction scores by 29% within 8 months.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • Investment & Wealth Institute (IWI)
  • Association for Financial Counseling and Planning Education (AFCPE)
  • National Customer Service Association (NCSA)
  • International Association of Administrative Professionals
  • Accredited Customer Service Representative (ACSR) Certification
  • Rotary International
  • Association for Computing Machinery
  • International Customer Service Association (ICSA)
  • Society of Financial Service Professionals (FSP)
  • American College of Financial Services Alumni Network

Certifications

  • Certified Fund Specialist (CFS)
  • Advanced Chartered Financial Consultant (ChFC)
  • FINRA Series 6 License
  • Certified Business Analysis Professional (CBAP)
  • Financial Paraplanner Qualified Professional (FPQP®)
  • Microsoft Certified Systems Engineer (MCSE)
  • ServSafe
  • Investment Adviser Certified Compliance Professional (IACCP)
  • Chartered Life Underwriter (CLU)
  • FINRA Series 7 License

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