Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000
xxx-xxx-xxxx
abc@xyz.com

Productive, quality-oriented professional eager to contribute exceptional project management, interpersonal relation and clerical skills toward optimizing operations of a progressive organization.

 

Offer progressive experience in customer service and issue resolution, with consistent results in achieving customer and company objectives. Talent for defining and resolving problems to ensure exceptional customer satisfaction. Dynamic communication, presentation, relationship building and problem-solving abilities. Excel at interacting with broad populations including senior management, staff, clients and external contractors. Highly versatile; quickly master new roles, responsibilities, technologies, and environments. Demonstrate outstanding problem solving and active listening skills; diffuse difficult customer situations with tact and ease.

 

Fidelity Investments                                                                                                       2006-Present

Dedicated Service Coordinator, Cary, NC (2009-Present)

  Apply advanced communication skills and retirement industry expertise toward responding to customer inquiries and promptly resolving issues.

  Collaboratively work with the Operations Department to define and troubleshoot issues quickly and efficiently.

  Proactively build and establish key relationships and liaise effectively with clients, ensuring retention levels and client loyalty.

Customer Service Associate III (Pension Representative), Cary, NC (2008-2009)

  Played a key role in training, mentoring and motivating new hires, with strong focus on optimizing productivity, efficiency and performance.

  Demonstrated exceptional customer service and problem-solving skills by diplomatically de-escalating customer issues and serving as a client advocate.

  Exhibited dynamic communication and interpersonal relation abilities in successfully facilitating high-volume calls of retirement products and services.

Customer Service Associate II (401k representative), Durham, NC (2006-2008)

  Calmly and patiently assisted irate customers in a stressful, high-volume call center environment.

  Appointed to join the coaching team to train new hires, playing an instrumental role in the development of top performing team members.

  Successfully ensured first-call resolution on numerous occasions by engaging in a consultative dialogue with the customers to quickly identify both stated and hidden needs and determining prompt resolutions to meet those needs.

 

CSUDH Student Health Center, Carson, CA                                                                    2002-2004

Clerical Assistant

  Proficiently managed high-volume phone communications, ensuring delivery of quality customer service in directing calls, responding to inquiries and relaying detailed messages

  Actively supported senior management in critical decision-making and business planning initiatives by efficiently compiling and producing memos and reports.

 

 

 

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Yyyyyy x. yyyyyy                                                                                                            Page 2 of 2

 

Career Background continued

 

 

CSUDH Student Health Center, Carson, CA                                                                    2002-2004

Clerical Assistant

-Continued-

  Integrated Microsoft technologies with administrative operations to maximize productivity and efficiency.

  Served as a Co-Organizer of the annual Fall and Spring Health Fair; planned and coordinated events and vendors to maximize use of resources while controlling costs.

  Applied strong organization and planning skills toward efficiently scheduling meetings, calendars and calls.

 

The Olive Garden, Hampton, VA                                                                                     1999-2001

Host / Waitress

  Contributed detail orientation and organizational skills in supporting a fast-paced restaurant.

  Proactively developed strong relationships and liaised effectively with senior management, staff and guests.

  Promptly and professionally greeted and served customers and established a friendly dining environment to promote repeat and referral customers.

  Maintained full accountability for tallying end of the day sales and balances.

Select Courses - North Carolina Central University School of Law, Durham, NC, 2005-2006

M.A. Behavioral Science with a Concentration in Negotiation and Conflict Resolution - California State University Dominguez Hills, Carson, CA, 5/2004

B.S. Sports Management - Hampton University, Hampton, VA, 5/2001

Uniform Securities Agent State Law, Series 63, 2007

Investment Co. Products Variable Contracts, Series 6, 2007

Taking Charge of Change Workshop, 2008

Building Customer Relationships, 2007

Leadership Development Training, 2007

Microsoft Word, Excel, PowerPoint, Outlook Express