Customer Service Client Success

Jonathan Sague

*** ****** *, *******, **, ***** TEL : 551-***-**** Email- ad33kz@r.postjobfree.com

Objective

Looking to utilize exceptional communication, organizational, and problem solving skills to build relationships and surface problems while building and ensuring values to grant client success. Banking Solutions Specialist/Online Services Specialist UBS FINANCIAL SERVICES (UNION BANK OF SWITZERLAND)

January 2022- Current

● Experience with working with one of the largest wealth management firms globally with $3.1 trillion in assets under management.

● Provide exceptional customer service to all UBS Clients.

● Troubleshoot client services and banking firm inquires and providing solutions

● Maintaining up to date with Financial Industry News and providing input to the management team to ensure business and team success.

● Communicating with various operating desks/ financial advisors within the firm while demonstrating strong problem solving skills and multitasking abilities.

● Utilizing various digital platforms to assist Wealth Managers, Financial Advisors, and clients with their questions and needs.

● Troubleshooting within an organized email/ chat queue with Banking Staff for Ultra High Networth Clients to ensure client retention within firm and banking and client success and satisfaction.

● Maintaining accurate records and documentation of banking and client interactions.

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Customer Service Advocate- FliptRx

March 2021-November 2021

● Accept incoming phone calls from members and pharmacies and ask probing questions to identify and resolve all issues and address concerns expediently.

● Handle patient/member prescription inquiries within HIPAA guidelines and work to resolve resolutions.

● Ensure customer satisfaction, extraordinary customer care, and quality resolution with genuine compassion in a fast paced, startup environment.

● Create Salesforce cases for members and document member information and discussions during the duration of calls.

● Use Internal Software to work on Rejected, Limited, and Paid Claims from Pharmacies and resolve discrepancies within cases.

● Implement continuous improvement and contact reduction efforts.

● Eliminate barriers to accuracy, productivity, and quality. Team Lead/ Quality Assurance Trainer/Customer Experience Representative - KeyMe LLC April 2019-February 2021

Jersey City, NJ

● Manage and monitor agents productivity and overall KPI metrics.

● Conduct training for all agents on call quality training and product knowledge while constructing projects for the team to grow and improve quarterly goals and KPIs.

● Performed a wide range of administrative duties such as handling all locksmith/ customer escalations, tracking damaged/refurbished kiosks while submitting detailed tickets, and reaching out to store managers regarding power restoration for kiosks.

● Liaison/ Communications Specialist for a third party locksmith company and all interactive departments within Keyme.

● Handled all store complaints via Zendesk and telephone.

● Tracked and recorded customer satisfaction and concerns via momentfeed and google business. ● Created and conducted team meetings weekly with agents to examine areas of development while surfacing underlying issues and helping agents grow and excel in their role.

● Handled high volume of calls up to 70 calls a day while working on emails, texts, and responding to chats simultaneously.

● Pilot and train new hire agents on navigation and all operating systems such as Zendesk, Talkdesk, Stripe, Momentfeed, etc.

FINANCIAL SERVICE REPRESENTATIVE AMERICAN STOCK TRANSFER AND TRUST DECEMBER 2017- NOVEMBER 2018 Ridgefield Park, NJ

● Inbound and Outbound Call Center handled up to 100 calls per day.

● Top Performing Proxy Solicitor and Tabulator.

● Research customer information and update records via address and phone number.

● Inform shareholders on changes and reorganization plans within a fund or trust made by the board of directors.

● Maintaining a high-call volume and working towards closing a fund while saving the parent- company production costs.

● Imputing sensitive shareholder information and recording shareholder votes on the operating system. ● Teaching and training new hires on operating systems and displaying how to navigate and multi-task on accounts while remaining at a high-volume percentages and imputing shareholder information. Customer Service Representative (Seasonal) ADECCO/COMPUTERSHARE OCTOBER 2017-NOVEMBER 2017 Jersey City, NJ

● Handled a high volume of calls of up to 120 calls per day

● Excelled as a Top Performing Proxy Solicitor and Tabulator

● Data Entry and Research.

● Inform Shareholders on changes and reorganizations plans within a fund or trust while assisting them to make a well educated decision.

● Maintaining a high-call volume and working diligently to close a fund and receiving customer satisfaction. ● Working on dual monitors while imputing client information and recording shareholder votes on operating systems.

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