Client Support Specialist

LISBETH CLARK

401-***-**** ************@***.***

EMPLOYMENT HISTORY

Emoney Advisor

Client Support Specialist

January 2022 to 2024

Answer a large volume of service calls, chats, or emails of increasing complexity regarding eMoney

applications within a call center environment

Assists advisors with complex financial planning scenarios within the eMoney platform

Provides technical and planning product support to advisors

Keep abreast of new features and functionality on all production sites of eMoney

Keep abreast of financial planning industry laws and trends

Meet personal and team quantitative and qualitative targets

Log all appropriate details of interactions in a comprehensible way

Attend all trainings and completes all assignments to familiarize themselves with the eMoney platform and Client Support policies and procedures

Act as a subject matter expert for a major area of the eMoney application and for new features and

enhancements that are released

Provide training and expertise to Client Support team member and cross functional teams as needed

Maintain high levels of call quality and

professionalism

Merrill Edge

Support Specialist

January 2016-January 2022

Support the financial advisors through client

onboarding and maintenance of client’s financial

portfolios

- Working with other teams across the company to

ensure that clients expectations are fulfilled

- 100% quality scores since joining team

- Successful in an ever-changing environment

Bank of America

Preferred Centralized Sales

January 2014 - 2016

Preferred Relationship Specialist

- Made clients financial lives better by effectively offering the breadth of services Bank of America offers to maximize their relationships based on their current and future needs

- Accurately and efficiently transacted service requests and provide fulfillment of banking services and products

- Identify and address cross-sell opportunities and ensure appropriate levels of service are received by customers

- Pro-actively build relationships with potential and existing clients to meet business objectives

- Leverage effective partnerships with internal business partners including Small Business Bankers, Mortgage Loan Officers, Financial Advisors, and Merrill Edge Advisory Center

ACOMPLISHMENTS

-

- January 2016 to Present - Perfect top tier customer satisfaction scores and 100% quality audits

- December – current Lead projects such as sales contest that have shown 7% sales increase over prior year performance

- January 2014 – Since arriving on the team I have become the “go to” person for escalations when management is not available.

- August 2015 became team quality champion

- October 2016 – Became an official coach for new hire associates in PCS – I was rewarded with the opportunity to coach new hires to success. My track record with new hires has been highly successful. I have numerous associates come out to the floor with immediate success. Cox Communication

Retention Account Representative

4/01/2002- 08/26/2014

- Retain clients who intend to cancel service

- Won Presidents circle in 2012

- Was part of the highest 5% of the agents in the country

- 100% customer satisfaction

- 100% quality scores

Sales and marketing analysis to ensure brands being presented are representing the current pulse in their respective industry

Verizon

Collection Specialist

1/1/1997-04/02/2002

Excellent interpersonal and communication skills with both internal and external customers.

Excellent organizational skills and the ability to recognize and schedule priorities.

Ability to work independently within specific timeframes and deadlines.

Proficiency in Microsoft Outlook, Excel, and Word.

Possess critical thinking and problem-solving skills with attention to detail.

Knowledge of and experience in Collections and Accounts Receivable.

Work collaboratively across disciplines to share knowledge with others. EDUCATION AND TRAINING

New England Institute of Technology - June 2013

Proficient in Microsoft office

Skills Profile

- Two years of experience with Bank of America in Preferred Sales and promoted to Merrill Edge

- Peer coach for with proven success

- Team Quality Champion

- Team Lead

- Client satisfaction

- Promote values

- Highly motivated self-starter

Believe in servicing and selling to my clients with the highest integrity

Contact this candidate