Hi, I’m
Patricia M. Green
Summary
Customer-focused professional with 10+ years of experience in financial services and customer support. Proven ability to build relationships, resolve complex issues, and ensure customer satisfaction in fast-paced environments. Skilled in communication, account management, and problem-solving, with a history of exceeding performance goals and improving client retention.
Overview
15
years of professional experience
2
Certifications
Work History
LSI Lending Solutions, Inc.
Financial Services Officer
2023.06 - 2025.12 (2 education.years_Label & 6 education.months_Label)
Job overview
- Serve as the primary point of contact for clients seeking financial products and services, maintaining a 97% customer satisfaction rating.
- Analyze customer needs to recommend appropriate lending and financial solutions, contributing to a 20% increase in loan approvals.
- Manage client accounts, verify documentation accuracy, and ensure compliance with financial regulations.
- Collaborate with underwriting and support teams to streamline processing time by 15%, enhancing overall customer experience.
- Handle sensitive financial information with professionalism and confidentiality.
Fidelity Investments
Client Services Administrator
2022.05 - 2023.06 (1 education.year_Label & 1 education.month_Label)
Job overview
- Assisted clients with payroll file uploads, corrections, and reporting, ensuring 100% accuracy in submissions.
- Guided clients on accessing and interpreting participant tax documents, increasing client self-service usage by 25%.
- Delivered detailed explanations of tax codes and compliance terminology, reducing follow-up inquiries by 15%.
- Consistently achieved 98% satisfaction ratings on client feedback surveys.
Fidelity Investments
Health Savings Account Specialist
2020.05 - 2022.05 (2 education.years_Label)
Job overview
- Provided support for Health Savings Accounts, educating participants on account setup, contributions, and reimbursements.
- Conducted online account walkthroughs, reducing repeat call volume by 20%.
- Maintained exceptional service standards, meeting or exceeding call quality benchmarks every quarter.
Fidelity Investments
Customer Service Representative
2018.11 - 2020.05 (1 education.year_Label & 6 education.months_Label)
Job overview
- Delivered front-line support for NetBenefits and 401(k) accounts, resolving participant issues efficiently.
- Assisted with 1099-R tax form inquiries, providing clear guidance to minimize filing errors.
- Consistently achieved first-call resolution rates above 90%, ranking in the top 10% for accuracy and compliance.
Sitel
Learning Specialist / Mentor
2015.04 - 2018.09 (3 education.years_Label & 5 education.months_Label)
Job overview
- Trained and mentored new hires, improving onboarding completion and reducing training time by 25%.
- Maintained expert knowledge of products and policies to support agent development.
- Drove a 30% improvement in new hire performance metrics through hands-on mentoring and continuous feedback.
Sitel
Quality Analyst
2013.04 - 2015.04 (2 education.years_Label)
Job overview
- Evaluated call quality for DirecTV customer service teams, ensuring compliance with corporate standards.
- Led calibration sessions to align coaches and agents on quality expectations, resulting in a 20% increase in customer satisfaction scores.
Sitel
Customer Service Representative
2011.01 - 2013.04 (2 education.years_Label & 3 education.months_Label)
Job overview
- Assisted customers with account inquiries, billing, and service upgrades for DirecTV.
- Promoted premium channels and packages, achieving a 15% increase in upsell conversions.
- Ensured equipment upgrades were properly scheduled, improving customer retention rates.
Education
Charter CollegeAnchorage, AK
Associate of Applied Science from Paralegal Studies
1998-01
University Overview
Skills
Customer Relationship Management (CRM)
Problem Solving & Conflict Resolution
Financial Product Knowledge
Data Accuracy & Compliance
Cross-Functional Collaboration
Verbal & Written Communication
Account Reconciliation
Client Education & Support
Certification
Certification in Travel and Tourism Management (1993)
Timeline
Financial Services Officer
LSI Lending Solutions, Inc.
2023.06 - 2025.12 (2 education.years_Label & 6 education.months_Label)
Client Services Administrator
Fidelity Investments
2022.05 - 2023.06 (1 education.year_Label & 1 education.month_Label)
Health Savings Account Specialist
Fidelity Investments
2020.05 - 2022.05 (2 education.years_Label)
Customer Service Representative
Fidelity Investments
2018.11 - 2020.05 (1 education.year_Label & 6 education.months_Label)
Learning Specialist / Mentor
Sitel
2015.04 - 2018.09 (3 education.years_Label & 5 education.months_Label)
Quality Analyst
Sitel
2013.04 - 2015.04 (2 education.years_Label)
Customer Service Representative
Sitel
2011.01 - 2013.04 (2 education.years_Label & 3 education.months_Label)
Charter College
Associate of Applied Science from Paralegal Studies