Customer Service Process Improvement

Brian Warner

ad9tlz@r.postjobfree.com · 682-***-****

Profile

Customer Service· Management · Data Analysis

Dynamic, results-oriented and polished professional, responsible for the day-to-day management, troubleshooting, and analysis of key complexity factors that enhance operational processing. Top performer with a track record of consistently achieving and surpassing company goals and objectives. Proven talent for partnering with implementation projects from inception to completion, while being the point of contact for escalated issues, while serving as a subject matter expert on creating process improvement ideas that enhance the client experience. Exceptional communicator with the ability to coordinate and implement timely solutions when client involvement is needed. Bachelor of Science in Psychology.

Core Competencies

Client Relations

Persuasive Communicator

Articulate Presenter

Socially Perceptive

Multi-Tasking in Deadline Driven Environment

Critical Thinker

Strong Analytical Skills

Training & Development

Professional Experience

FIDELITY INVESTMETNS- Fort Worth, TX 2006- Present

Transaction Processing Representative III

Currently serving as a Transaction Processing Representative III, with over $1.57 trillion in assets under management.

Responsible for overseeing a book of business and daily operation of Defined Contribution of funds for Large, Mid-sized, Emerging, and Tax Exempt markets, as it pertains to the monitoring and processing of employee 401K accounts through innovation, dedication, and a commitment to excellence. Communicate the importance of adhering to SEC laws and regulations to ensure that the operational services provided is “World Class” and exceeds internal and external service level agreements. Engaging in conference calls, project implementation, and consistently looking for areas of improvement, increasing client and customer satisfaction, while minimizing risk in the face of a constantly changing market. Currently, handling over 100 million dollars worth of client’s employee contributions into their retirement plans, assisting with match calculation, complex monetary transactions that require special handling, and being the operational point of contact for resolving any escalated customer service related issues.

Key Achievements:

Currently, in top 5 list of creating the most process improvement ideas. Approved for implementation across all Regional Locations.

Consistently meeting and exceeding quarterly goals.

As a tenured assoc, book of business is one of the most diverse in the dept.

Facilitates side by side training for new hires.

Relevant Positions

DEBT XS – Addison, TX 2006

Debt Analyst

Serve as Debt Analyst for one of the nation’s top 100 fastest-growing entrepreneurial companies, employs 150 people with $15 million in annual revenue.

Provide financial counseling to individuals in debt. Confer with clients to ascertain available monthly income to meet credit obligations. Calculate debt ratio and available funds to plan payoff methods and estimated debt liquidation period. Contact creditors to explain client's financial situation and negotiate payment adjustments for client and creditor feasibility. Establish payment priorities to reduce client's overall costs by liquidating high-interest and short-term loans first.

Key Achievements:

Ranked in top 10% of the team in enrolments only 3 months.

Consistently meet and exceed quotas with an enrolment ratio of 60% or higher.

Finished “Top of Class” in company’s sales training program.

ENTERPRISE RENT-A-CAR – Fort Worth, TX 2001 – 2004

Assistant Manager

Served as Assistant Manager for the largest rental car company in North America, employing over 66,000.

Assisted in the delivery of sales management functions related to Sales & Marketing, Account Management Performance Measurement, Recruitment and Employment, Training and Development, Inventory Control, Accounts Receivable, and Management Reporting in multiple locations throughout an assigned region. Created and implemented new-hire orientation and training procedures. Improved employee morale and productivity and increased regional operating profits.

Key Achievements:

Improved sales profitability and customer satisfaction indexes at numerous store locations.

Trained 12 employees that were promoted into management positions.

Successfully maintained employee turnover rate at below corporate average.

Recognized by management as “Leasing Agent of the Year” in 2002

Education and Credentials

Bachelor of Science in Psychology (2000)

Texas Wesleyan University – Fort Worth, TX

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