Customer Service Project Management

Karen O\’Brien Resume

Karen O Brien Salem, NH *3079 *****@************.*** CLIENT SERVICE PROFESSIONALAdaptive, talented, and dependable client service professional with 12 years of experience providingworld class customer service and team leadership in the financial services field. Proficient multi-taskerthriving in high pressure environments which demand accountability, client focus, team work, andcontinuous improvement.Demonstrated success record in: Delivering consistent world class customer service focused on asset and client retention Distilling value, overcoming objections, and uncovering client needs through effective listening Exercising sound judgment while offering creative solutions and alternatives for client concerns within designated account type or plan limitations Motivating staff to achieve peak performance levels Proven record of initiative and success in areas of project management and working team participation KEY COMPETENCIES Superior Client Service Skilled Communicator & Influencer Dynamic Team Leader Relationship Builder Project Management Coaching & Mentoring Problem Resolution Analysis & Reporting Continuous Improvement SELECTED CAREER ACHIEVEMENTS Leadership - Outstanding Employee Leadership Award Nominee for Project Teams Quality Initiative Superior Client Service - Produced Client Focus PowerPoint and classroom training that is used for current staff and adapted for new hire training Coaching & Mentoring - Developed formal Callout Mentor Program for underperformers and interested staff focused on Effective Listening skills Project Management - Created Canned Letter options reducing delivery time of correspondence from 1-3 days to 15-60 minutes via fax and email PROFESSIONAL EXPERIENCEPutnam Investments, Andover, MATechnical Coordinator Client Operations 2004 Present Proactively handle escalated or intricate communications with Retirement, Educational Savings, and Retail account owners, beneficiaries, administrators, and authorized third parties. Participate in and lead working teams through a variety of complex project initiatives. Anticipate and manage production concerns, regulatory and legal changes, and effectively communicate impacts both internally and externally. Lead, coach, and train effective teams of Client Service Specialists and Processors to consistently exceed client and company expectations in client service, quality, and productivity. Conduct weekly feedback sessions, quality monitoring, write and deliver reviews and action plans, and recommend training and development plans. Karen O Brien Page 2 of 2Putnam Investments, Bangor, MEClient Service Specialist 2000 2004 Handle high volume of inbound and outbound calls for financial, demographic, and information queries from retirement participants, retail account owners, brokers, back offices, and third parties. Ensure delivery of accurate financial, legal, and plan information. Offer client education resources, investment options, and account service options. Discuss tax forms and reporting and initiate corrections as appropriate. Accurately and efficiently process financial and clerical requests and interpret legal documents. Obtained FINRA Series 6 in 2004 (License no longer sponsored by employer)About.com, Bangor, METopic Guide 1999 2000 Write, produce, and manage niche website focusing on travel, relocation, and living in Bangor, ME and Central and Northern Maine. Maintain weekly chat schedules and produce weekly newsletter highlighting new content. Field questions via chat and email from site users looking for resources or guidance. Develop relationships with local businesses to ensure representation online and advanced notice of local events. SYSTEMS & SOFTWARE EXPERIENCEMS Office Suite (Word, Excel, Power Point), IEX NICE Workforce Management, ASPECT and UNIPHIphone systems, Lotus Notes, DST Desktop & 3270, AWD Image, Siebel CRM/RMS Systems,NICE/SARA call record system EDUCATION University of Georgia, Athens, GA