Client Services Specialist
Resume:
SHANNON GRAYSON
Client Services Specialist Customer Relationship Management
347-***-**** *************@*****.*** Charlotte, NC EXPERIENCE
Client Relationship Associate
Vanguard 01/2024 - Present Charlotte, NC - Remote
Responds to a wide range of inquiries and requests from Personal Investor clients – including financial inquiries, opening retirement and non-retirement accounts, updating personal information and transferring assets.
Ensures all documentation is received in good order and that we are compliant with all the necessary FINRA regulations. Analyzes customer account transactions to resolve discrepancies. Assists clients with completing online investment applications, change of ownership and beneficiary claim forms.
Collaborates with internal teams and external financial institutions to resolve clients issues.
Refers investment opportunities to internal Client Advisory department when aligns with clients financial needs.
Identifies trends in financial markets that could potentially impact client portfolios suggesting appropriate adjustments when necessary. Claims Coordinator
Alpine Intel 04/2022 - 01/2024 Charlotte, NC
Assisted policyholders, adjusters and attorneys with opening new assessment claims via telephone and email.
Coordinated onsite assessments with policyholders, HVAC technicians and engineers for catastrophic property claims.
Dispatched HVAC technicians and engineer's assessment appointments to inspect damaged HVAC units and electrical components. Handled and diffused escalated high-risk customers issues with empathy and patience while resolving problems swiftly.
Reduced claim resolution times with thorough documentation and timely follow-up.
Coordinated with processing department and provided critical details needed to prepare reports for adjusters.
Business Development Representative
Mark Ficken Ford Lincoln 09/2020 - 01/2023 Charlotte, NC Promptly responded to potential customers inbound inquiries via telephone, text, online chat and email.
Listened to customer needs and provided information on new and pre- owned availability including pricing, finance and leasing options, promotions, and national incentives.
Assisted in generating new business by scheduling in person appointments for sales and service departments.
Assisted with final stage of sale by placing follow-up calls to warm leads to answer questions or concerns regarding final pricing. Collaborated with sales and finance teams to ensure end of month sales objectives were achieved.
Served customers with knowledgeable, friendly support at every stage of shopping and purchasing to provide top-notch experience. SUMMARY
A commitment to enhancing customer
experiences and resolving complex issues is
demonstrated through diverse client-facing roles.
Equipped with strong problem-solving abilities,
willingness to learn, and excellent communication
skills. Ready to tackle new challenges and advance organizational objectives with dedication and
enthusiasm.
STRENGTHS
Exceptional Customer Service
Consistently delivered exceptional service
to increase client satisfaction and
retention.
Problem Solving Abilities
Skilled in resolving complex issues
through collaboration and effective
communication.
Multichannel Communication
Adept at managing multiple
communication channels effectively and
promptly.
SKILLS
Microsoft Office 365:
Word Excel PowerPoint Outlook
OneNote Teams
CRM Software:
Saleforce HubSpot Goldmine 5.1
Saleslogix E-Leads
Contact Management ACT
Dynamics 365 Google Workspace
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EXPERIENCE
Product Specialist
Hydroxytone Cosmetics 07/2017 - 08/2020 Jersey City, NJ Responsible for handling 40 - 120 inbound calls by engaging and assisting customers with anti-aging skincare product selection via phone, email, chat and social media platforms.
Inquired about customer's interests and motivated interest level by conducting virtual product demonstrations.
Reinforced the customer's selections by providing the use and benefits of the products chosen.
Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Collaborated with internal departments to stay current on inventory levels, complete accurate orders and resolved item issues. EDUCATION
High School Diploma
Fiorello H. LaGuardia High School of Music & Art
09/1993 - 06/1997 New York, NY
Associate of Arts in Business Administration
Interboro Institute
06/1999 - 06/2002 New York, NY
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