CSS 1 - Fidelity Investments - Denver, CO
(2022-01)
- Assist clients with their retirement, brokerage, and college education accounts
- Assist clients with opening new accounts that meet their needs
- Responsible for helping clients that have a minimum of $250,000 investment funds
CRA - Fidelity Investments - Denver, CO
(2021-01 - 2022-12)
- Responsible for assisting clients with various brokerage accounts
- Responsible for assisting clients with various retirement accounts
- Engaging clients in conversation to uncover potential needs
- Place trades for stocks and bonds for customers
- Refer customers to other teams as their needs deem fit
Personal Banker 1 - Wells Fargo - Denver, CO
(2018-01 - 2021-12)
- Actively engage customers in financial conversations to uncover financial needs
- Assist customers in reaching financial goals by making appropriate partner introductions
- Help customers with opening new accounts as well as providing product education
- Additional responsibilities include processing credit card and loan applications
- Builds customer relationships in order to grow business
- Adhere to fraud prevention and risk policies
International Teller - Wells Fargo - Denver, CO
(2017-01 - 2018-12)
Promoted to International Teller after two months as Teller.
- Process customer transactions while providing great customer service
- Meets balancing quality metric month to month
- Actively uses the Conversations button to introduce customers to new services
Billing Resolution Specialist - Level 3 - Denver, CO
(2014-01 - 2016-12)
- Analyzed and resolved complex billing issues
- Prepared Excel spreadsheets used to verify detailed credit/debit adjustments
- Interfaced with multiple departments within the company to fully resolve customer billing issues
- Multitasked between several applications and systems necessary for dispute investigation
- Consistently followed up with customers to provide dispute status/progress
- Responsible for training newly hired employees
- Responsible for maintaining monthly quality metrics as well as customer satisfaction goals
Disputes Specialist - TW Telecom - Denver, CO
(2007-01 - 2014-12)
- Handled billing inquiries in call center environment
- Researched and analyzed high-level customer orders and contracts for pricing accuracy
- Entered and maintained all pertinent documentation related to dispute findings
- Performed and posted credits/debits to customer accounts for dispute resolution
- Calculated early termination liability during customer disconnects
- Required to maintain monthly customer satisfaction goals
Customer Service Representative - TW Telecom - Denver, CO
(2005-01 - 2007-12)
- Acted as first point of contact for incoming customer calls in a call center environment
- Fielded customer questions in order to appropriately handle and direct calls
- Answered general invoice questions and questions relating to different types of services
- Opened maintenance trouble tickets for customers with service issues
- Actively identified potential up selling opportunities to inform Account Executives
