Case Manager Customer Service

REX FOSTER JR.

919-***-**** ******.***@*****.*** 3519 Baugh St. Raleigh, NC 27604

STRATEGIST

Versatile, focused and results-driven Sales professional with 10+ years of proven accomplishments in the Telecom Industry, complemented by several years as a Financial Advisor and Case Manager at Fidelity Investments. Recognized for outstanding communicator skills, being able to successfully persuade and mitigate sales objections while providing a value- added service to customers. Frequently recognized by leadership for bringing a unique style that wins over customers and engages front-line employees. Seeks to utilize and leverage my combination of sales expertise and financial acumen to make a positive impact on a top tier organization.

AREAS OF EXPERTISE

KEY SKILLS:

Demand Generation ● Sales Leadership ● Measurable Outcomes ● Customer Service Escalation Management ● Collaboration ● Rapport-building ● Coaching ● Goal Development Revenue Tracking ● Data Analysis ● Data Entry ● Reporting ● Record Maintenance ● Task Prioritization

SOFTWARE/PLATFORMS:

ICOMS ● CGS ● OPUS ● Hyperion ● Microsoft Office Suite (Word, Excel, PowerPoint and Outlook) Concur ● Optymyze ● Ariba ● Genesis ● Accurint ● PSW ● Hobs ● OLR

● Focus Point ●Sales Force ● Teams ● Zoom

EXPERIENCE

FIDELITY INVESTMENTS, RDU/RTP, NC (2019 – 2023)

SURVIVOR SERVICES CASE MANAGER, 2019- 2023

Partnered with peers to engage with grieving survivors, ensuring clear and sympathetic communication during benefits transition. This topnotch service enables families to seamlessly complete the benefits transfer process on time which allows to meet our service level agreement Customer Experience Index (CEI) targets. KEY ACCOMPLISHMENTS:

• Mentored Junior Representatives: Played a key role in mentoring junior representatives, contributing to their professional development and overall team success.

• Process Improvement Initiatives: Spearheaded initiatives to streamline processes leading to increased efficiency in customer service delivery.

• Implemented Education Workshops: Introduced and led educational meetings for team members resulting in increased awareness and understanding of retirement plan options.

MULTI – PRODUCT Financial Representative (DB, DC) 2019 - 2021 Demonstrated expertise in employer-sponsored retirement plan, offering comprehensive consultation and education to customers on plan details and governmental regulation. Expertly handled customers inquires with a professional demeanor, meeting and exceeding measurable goals while effectively multitasking and managing pension knowledge in other defined Contributions and Defined Benefits Plans (DB). Proactively identified and escalate potentially challenging scenarios. Manage a high- volume workload. KEY ACCOMPLISHMENTS:

• Promoted to team mentor within 1 year.

• Recognized as top (CEI) for 3rd Quarter.

• Risk Management: Proactively identified and escalated situations caring potential risks to both the firm and clients, demonstrating a keen sense of risk management. SPECTRUM, RALEIGH, NC (2009 – 2019)

RETAIL ACCOUNT EXECUTIVE, 2011 – 2019

Develop and cultivate relationships with strategic big box retail partners. Serve as B2B and B2C ambassador promoting brand and extending footprint of Spectrum products and services beyond traditional retail outlets. Liaise effectively with store leadership to ensure optimal placement of Spectrum branded sales material. Generate demand through cold contact selling techniques. Deliver one-on-one sales and Customer service support to Consumer Customers. Evolve and adapt sales techniques to garner incremental sales and increase Company profitability.

KEY ACCOMPLISHMENTS:

• 2016 Winner’s Circle Recipient - Recognizes top regional salesperson in Retail channel.

• Maintained 135%+ goal attainment for 5 consecutive years.

• Boosted average sales revenue 30% year-over-year - 2013 to 2014 and 2014 to 2015.

• Recognized for sales of 230+ units in each quarter of 2015. INBOUND SALES, 2009 – 2011

Repositioned service calls to incorporate upsell opportunities and deliver a lift in sales by triggering Customer curiosity and quickly developing rapport to build trust. Navigated various databases and applications to accurately and quickly capture, maintain and retrieve records of Customer transactions, inquiries and complaints. Consistently supported all efforts to simplify and enhance the customer experience.

KEY ACCOMPLISHMENTS:

• Top sales producer - Q1’10 and Q1’11

• Selected as a nesting agent to share sales techniques that overcome Customer resistance and CRM. best practices with newly hired agents CINGULAR / AT&T WIRELESS, RALEIGH, NC

SALES MANAGER, 2006 – 2009

Successfully organized and led a team of 10 AT&T associates. Aligned associate performance to sales and

schedule adherence goals. Routinely modified store planograms to enhance the appearance of in-store merchandising and encourage incremental sales. Improved Customer servicing and retention by advocating on behalf of escalated Customers. KEY ACCOMPLISHMENTS:

• Promoted to sales leadership during 1st year of service.

• Amplified staff core competencies by measuring performance metrics of front-line agents and developing coaching plans.

• Lifted Retail location ranking to top producing store in Raleigh for 2 consecutive years through real-time exchanges of best practices and motivation techniques designed to maximize sales.

EDUCATION

Barton College, Wilson, NC – Bachelor of Arts, Communication CIVIC ACTIVITIES

Former Time Warner Cable Brand Ambassador – North Carolina State Fair and associated LBGT Events

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