Adriana Burnette
Summary
Customer obsessed and detail oriented Multi-Channel/Financial Customer Associate who strives to deliver work class customer experience while also coaching others to success. One of my greatest strengths is the ability to understand, connect, and support both colleagues and customers within various scenarios while fostering a positive experience through written and verbal interaction. I have strong analytical skills with proven ability to meet organizational goals and build rapport to coach, inspire, and engage others during transformative change.
Overview
9
9
years of professional experience
Work History
Multi-Channel Support
Fidelity Investments
03.2025 - Current
- Enhance customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Conducted thorough research to provide accurate information, ensuring prompt resolution of customer concerns.
- Maintain established KPI goals related to response time, resolution rate, and overall quality scores in chat support metrics.
Emerging Products- Student Debt Operations (Loan)
Fidelity Investments
10.2024 - 02.2025
- Utilize written communication to interact with participants regarding their student debt retirement benefit
- Review XTRAC documents to approve participants enrollment into the student debt program
- Review XTRAC documents to approve participants student loan payments
- Effectively use internal resources to solve a variety of problems varying in complexity & scope
Peer Guide
Fidelity Investments
08.2023 - 02.2024
- Follow the leadership of the Team Lead and Onboarding Manager to assist DC new hires in transitioning into the WI-DC Financial Customer Associate role
- Provided ongoing coaching and mentoring services to help new associates gain confidence in themselves and their ability to meet and exceed goals within each learning loop
- Supported onboarding of associates through multiple channels of communication
Financial Customer Associate
Fidelity Investments
04.2023 - Current
- Promote high participant satisfaction through effective communication skills, knowledgeable plan support, and problem resolution techniques
- Assist participants with a broad range of needs such as account access, inquiries, loan/withdrawal transactions, distributions, and contributions
- Manage team XTRAC progress
- Support team with XTRAC calls backs as needed
- Assist with team safeguard/defect tracking
- Assist colleagues in achieving personal goals and meeting company expectations regarding metrics, verbiage, and resource utilization through Peer to Peer coaching
- Provide extra support to other Financial Customer Associates via live on-call demonstration
- Support team manager in organizing team events
- Create PowerPoint presentations and information sessions regarding team performance trends and frequently asked questions
Customer Relationship Advocate
Fidelity Investments
03.2022 - 04.2023
- Assist with account authentication, inquiry, and personal investing questions
- Assisted participants with troubleshooting and resolutions for their account-related issues
Lead Teacher
Primrose School
12.2020 - 03.2022
- Designed developmentally-appropriate activities and projects to reinforce lessons
- Attended in-service and special training courses to continually develop professional abilities and knowledge
- Regularly consulted with parents via mobile applications, student nights and one-on-one meetings to maintain contact about academic and behavioral progress
- Established and maintained nurturing environment supporting social, emotional and academic development in students
- Assessed student performance and diversified approaches to meet individual student needs
- Observed school rules and policies and complied with local, state and national standards pertaining to student health and safety
- Recognized individual needs while maintaining clear, consistent academic and behavioral expectations
- Organized materials and classroom spaces to boost teaching efficiency and success
Assistant Manager/Cashier
Dollar Tree
02.2016 - 12.2020
- Supervised hourly and temporary personnel, provided work direction and reviewed work processes
- Took initiative in handling problems and used independent judgment to take immediate corrective actions
- Answered questions and recommended solutions to address escalated customer complaints
- Maintained safe work environment for employees, vendors and customers
- Worked with management team to react to customer service issues, customer complaints and business opportunities
- Processed cash register transactions on POS and provided correct change
- Maintained high customer satisfaction levels by going extra mile to personalize service
- Balanced cash drawers at shift beginning and end
- Kept up high pace to minimize customer wait times at checkout
Private Pre-K Teacher
Educational Playtime Too! Inc.
03.2019 - 01.2020
- Developed and implemented daily lesson plans to meet student needs
- Established and maintained student behavior standards by explaining and enforcing rules
- Attended educational conferences, trainings, workshops and courses to maintain and enhance professional knowledge
- Incorporated nature-based learning experiences and outdoor exploration to foster deeper connection with environment and enhance children's understanding of natural world
- Participated in staff meetings to receive updates and contribute to discussion
- Supported students emotionally, socially, and academically with one-on-one care
- Taught students foundational skills in reading and math to reach expected level
- Organized classroom spaces to meet various needs throughout school day
- Established and maintained reliable routine to minimize poor behavior and anxieties
- Adapted teaching methods to meet needs of individual students and provide personalized support
- Built and maintained rapport with students through active listening and clear communication
Education
Information Technology-Early Childhood Development
Purdue University
High School Diploma -
Jordan Matthews High School
Siler City, NC06.2011
Skills
- People Leadership
- Strong understanding of FPRS, XTRAC, Workday, Microsoft Products, MyHR, ServiceNow
- De-escalation
- Time Management
- Strong analytical skills
- Peer & Customer Support
- Multi-tasking with efficiency in a high-volume environment
- Excellent verbal and written communication
- Cross-functional collaboration
Timeline
Multi-Channel Support
Fidelity Investments
03.2025 - Current
Emerging Products- Student Debt Operations (Loan)
Fidelity Investments
10.2024 - 02.2025
Peer Guide
Fidelity Investments
08.2023 - 02.2024
Financial Customer Associate
Fidelity Investments
04.2023 - Current
Customer Relationship Advocate
Fidelity Investments
03.2022 - 04.2023
Lead Teacher
Primrose School
12.2020 - 03.2022
Private Pre-K Teacher
Educational Playtime Too! Inc.
03.2019 - 01.2020
Assistant Manager/Cashier
Dollar Tree
02.2016 - 12.2020
Information Technology-Early Childhood Development
Purdue University
High School Diploma -
Jordan Matthews High School
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