Customer Service Call Center

Jackie Etienne

516-***-**** - ***********@*****.*** - Brooklyn, NY

OBJECTIVE

Passionate and customer-focused professional with a strong background in Customer Service Relations and Stock Transfer. Seeking a role in a forward-thinking organization where I can leverage my expertise to drive customer satisfaction, foster team growth and development, and contribute to the company's success and growth with new ideas and efficiencies.

SKILLS

Customer Service Relations, Team building and Development, MS Excel, MS Word, Stock Transfer, Google Suite, Hiver, Critical Thinking, E-Mail correspondence management, Complaint resolution.

PROFESSIONAL EXPERIENCE

Correspondence Research Specialist June 2023 – Present

Continental Stock Transfer & Trust Company New York, NY

Swiftly respond to account-related email inquiries using the Hiver and GMAIL, ensuring timely and accurate resolutions within the mandated 48-hour turnaround time to ensure exceptional shareholder satisfaction.

Respond to inquiries related to stock power requirements, SPAC business combinations, DRS/DWAC processing, restriction removals, online troubleshooting, account statement requests, and 1099 requests.

Conduct research using diverse online resources and internal databases to provide information such as company history, stock certificate status, corporate actions history, and more.

Proficiently assist the call center team in de-escalating irate callers.

Customer Service Representative August 2022 – June 2023

Continental Stock Transfer & Trust Company New York, NY

Managed a high daily call volume in a fast-paced call center, addressing shareholder and third-party caller inquiries.

Utilized various applications including Transtar Partners, Dialpad, Google Groups, GMAIL, and Microsoft Excel to provide accurate information.

Aided with inquiries related to stock transfer forms and procedures, DRS/DWAC, corporate actions, dividend reinvestment, sale requests, restricted stock, and online account support.

Reviewed standard operating procedures and training manuals to accurately handle all inquiries.

Provided invaluable support to the call center team by effectively managing irate callers through collaborative efforts and empathetic communication strategies, resulting in positive resolutions and enhanced customer satisfaction.

Customer Service Representative February 2019 – June 2022

AST Financial – Brooklyn, NY

Managed a high call volume during proxy seasons, delivering exceptional service while soliciting shareholder votes.

Conducted manual research and updates of shareholder contact information with precision, utilizing the system's internal database.

Demonstrated unwavering commitment to results, consistently meeting and exceeding required performance metrics to achieve daily goals.

Customer Service & Route Dispatcher June 2016 – June 2018

Dicom - Hicksville NY

Delivered expert customer service by promptly responding to inbound calls and emails, addressing customer concerns, and efficiently scheduling service appointments.

Created efficient itineraries for drivers, ensuring seamless pick-up and delivery of shipments, all while adhering to required safety and governmental regulations.

Orchestrated the handling of lost and damaged items.

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