Customer Service Help Desk

Experience

COMPANY : FIDELITY INVESTMENTS ROLE: ELECTRONIC CHANNEL SUPPORT

DATES : 07/10 - 04/12 AND 04/13 - 04/17

Duties :

•Inbound/outbound call center in team environment

•Support ANY issues with the Fidelity website/apps.

• Troubleshooting multiple Devices/platforms - OSX and Windows.

•Browser Support/Trading platform support and OFX support

•Detailed information collected and escalated if needed

•Analyze complex issues and troubleshoot appropriately

•Metrics based environment for call quality.

•Account review and verification for fraudulent activity or unusual activity. Flag accounts and escalate for fraud review.

•Did receive multiple work awards for “Excellence in Action” and “Call of the Month.” These were are selected by Site Director and Managers.

COMPANY : WELLS FARGO ROLE: PHONE BANKER LVL II

DATES: 06/12 - 05/13

Duties:

•Inbound call center assisting clients with account related questions/updates and issues

•Included assisting with blocked transactions and reviewing accounts for fraud

•Cancel/request new cards

•Requesting fraudulent charges being removed from accounts and opening new accounts if necessary

•Assisting clients in different ways to protect their accounts

•Adhere to metrics for call standards and efficiency in team based environment

•Banker Coach for new hires/ Grade calls/ Mobile Help desk

COMPANY : FIDELITY INVESTMENTS ROLE: CUSTOMER RESEARCH & RESOLUTION

DATES : 05/07 - 07/10

Duties:

•Research complex and detailed issues regarding Retirement contributions for Schools or workplace plans. Once issues were found, issue was corrected, audited, submitted for batch processing and then reviewed the next day for accuracy of posting.

•Basket management - SLA required and strict processing

•Team based environment - followed metrics for processing/ accuracy and maintaining processing agreements for clients.

•Worked with Plan administrators with multiple companies as point of contact for resolution

COMPANY : FIDELITY INVESTMENTS ROLE: SENIOR ASSOCIATE (HELP DESK)

DATES : 09/06 - 05/07

Duties:

•Team Lead and Help Desk for team of 18 associates.

•Assisted escalated clients with their issues and resolving their issues

•Associate development for team

•Assisted with site training for asset retention an call procedures.

•Analyzed site data regarding asset retention, call monitoring and quality for associate development

•Multiple customer service awards and National Campaigns for far exceeding goals for calls and Customer retention. Awards were received by myself and associates that I trained as well.

Software

MS Office, Windows 7 thru Win 10 and Mac OSX

Android and IOS

Multiple internal systems - XTRAC, Service Manager, Mainframe systems, Telephony tools (Genysis, Benefits Work Station)

References -

Heidi Wilson - Middle Office Portfolio Lead

WI Relationship Management 817-***-****

Scott Horton - Consultant, Business Analysis

XTRAC - BU 817-***-****

Andrew Barron - Director, Risk Oversight

FI Admin 817-***-****

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