Customer Service Delivery

Deja’Nae Shipp 952-***-****

Ankeny, IA ***** ************@*****.***

SUMMARY

Energetic Professional with 8+ years of experiences. Passionate about building strong relationships, increasing engagement, and sourcing prospects.

Skills

Exceptional Communication

Time Management

Analytical Thinking

Strong Leadership

Problem Solving

Business Knowledge

Conflict Resolution

Results Oriented

Relationship Builder

Proficient in Microsoft Office

Professional Experience

Principal Financial Group

Retirement Specialist June 2022 – June 2023

Provides guidance to plan participants with the intent to help them make and act on the decisions most appropriate to them regarding their retirement, savings and investment needs

Helps plan participants with a variety of individual account service needs -establishing an online account, updating personal account information, using online account projection tools, making investment changes, completing special catch-up forms, completing withdrawal/payment forms, etc

Calculate and prepare retirement benefit payment amounts

Communicate with other Fund Professionals as needed

Draft and mail correspondence to participants and beneficiaries regarding retirement benefits

Assisted in new hire training

Ameriprise Financial March 2015 – March 2022

Customer Professional

Initiate customer contact regarding routine service issues and assisting in troubleshooting issues

Provide accurate and immediate solutions to routine transaction and service requests while meeting the demand and need of advisors and clients

Develop an effective understanding of objectives, systems, and procedures to educate clients on newly enacted services

Attend meetings and draft minutes for sensitive/complex issues as requested

Customer Expert Lead

Served as a key resource for internal partners regarding customer service projects and initiatives

Provided leadership to team members regarding complex and high-priority service issues to effectively ensure prompt and accurate resolution and client satisfaction

Partner with managers in other regions to ensure consistency of processes and support across the broader service delivery

Ensured the team met or exceeded all processing, quality metrics, and standards with accuracy to meet daily goals

Enhanced processes and procedures as well as client service standards to provide timely and accurate information to clients, advisors, and other relationship partners

Worked directly with highly impacted advisors in “high change” moments that have a large impact on their book of business

Collaborated with VP’s and Directors for the growth of the service delivery department.

Maximized relationships with advisors, staff and Service and Operations business partners

Collaborated with business partners on escalations, exceptions, and complex issues

Assist in responding to emails, phone calls and other correspondence, including drafting responses

Perform research projects as assigned

Wells Fargo January 2016 - June 2017

Phone Banker

Call Center Representatives answer phone calls, process financial transactions, and provide informative and engaging customer service

Managing client accounts

Promoting financial products

Evaluating customer eligibility for loans

Knowledge of banking products

Document and update customer records based on interactions

Develop and maintain a knowledge base of the evolving products and services

Researches and resolves operational and/or accounting exceptions

Ensures the accuracy of account statements and information

Ensures that all documentation requirements are satisfied

Excell Academy Charter School January 2013- January 2015

Receptionist

Assisted the lead teacher with day-to-day classroom activities by planning the agenda for the day.

Point person for parents in-person or over the phone to field questions and discuss confidential matters relating to their children.

Planned key events and created fliers to promote our events to increase attendance and our brand.

Implemented curriculum for the learning center focusing on the differences in cultural backgrounds, disabilities, interpersonal relationships, and many other aspects of life.

Assist parents, filed personal information answered phone calls.

Fulfilled parents request regarding their child.

Volunteered on field trips and in classrooms.

assisting children with homework

Room monitoring

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