Customer Service Financial Services

DEBORAH FITZPATRICK

** ********** **** *********, ** 01746 508-***-**** ***********@*****.*** CLIENT SERVICES – FINANCIAL SERVICES INDUSTRY

Self-motivated professional with extensive experience serving as primary contact for high-profile clientele at Fidelity Investments. A proactive leader combining strong business acumen with proven ability to deliver quality customer service, drive client satisfaction, and promptly resolve service issues. Background includes designing sales & marketing strategies, relationship building, and organizational skills. Returning to workforce after raising family. Core Competencies

Customer Service Marketing Strategies Relationship Building

Customer Satisfaction Corporate Liaison Cross-functional Teamwork

Client Escalations Problem Solving Clear Communications Selected Highlights

• As Associate Client Service Manager at Fidelity Investments, managed relationships with such Fortune 500 companies as Bristol-Myers Squibb, Intel, and Florida Power & Light (FP&L): o Acted as subject matter expert of client plan level provisions and recordkeeping processes.

• As Benefit Analyst for Fidelity, helped implement 20 mid-market defined benefit clients with assets of up to $500M: o Received Outstanding Service Award for providing superior client support.

• Implemented strategies to transform failing branch into region’s most profitable location – Enterprise Rent-A-Car: o Earned two President’s awards granted to most outstanding offices across the country – 1995, 1996. Professional Experience

Milford Water Department, Milford MA Dec 2021 to present

• Accounts Receivable- Processing feeds from multiple sources. Exception reporting- researching & correcting, Monthly notices, Coordinating and scheduling Annual and Semi-annual testing. Provide exceptional Customer Service for both customers and clients, Responsible for Reconciliation and making Deposits. CONTRACT WORK – Accountemps and Complete Staffing Solutions Jan 2021 to Aug 2021

• Clients: Milford Water Co. (May 2021-Aug 2021) and United Site Services (Jan 2021-May 2021).

• Perform customer service, HR, and billing functions while overseeing special projects, ran daily reports, managing data cleanup and consolidating. Worked with cross-functional teams such as payroll, accounts payable, procurement, and IT.

FIDELITY INVESTMENTS, Marlborough, MA Mar 1998 to Mar 2004 Associate Client Service Manager Sept 2002 to Mar 2004

• Delivered quality service to assigned clients; met clients’ operational needs while exceeding all expectations.

• Served as primary contact for escalations and service issues.

• Worked closely with clients to manage ongoing data clean up and implementation projects.

• Reviewed operational procedures for each plan to ensure best practices and recent plan changes were applied. Benefit Analyst Jan 2001 to Aug 2002

• Trained colleagues and influenced internal partners to exceed service expectations; served as ongoing operations lead while implementing 20+ defined benefit clients to Fidelity. Senior Benefit Specialist Jan 1999 to Jan 2001

• Acted as primary contact, resolved client/participant escalation issues, and delegated tasks for seven clients.

• Analyzed plan processes and took part in department initiatives that reduced risk and simplified procedures.

• Recruited as Benefit Specialist in Mar 1998; promoted to Senior Benefit Specialist in Jan 1999. Previous positions: Branch Manager, Assistant Manager, and Manager Trainee, Enterprise Rent-A-Car. Education Bachelor of Arts, dual majors in Justice Studies & Sociology – Rhode Island College, Providence, RI

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