Results-oriented and highly motivated professional with over 10 years of experience in the financial industry, specializing in Personal Banking, Wealth Management & Customer Success. Proven track record in driving customer satisfaction, team management, and implementing strategic solutions for improved client relations. Adept at cross-functional collaboration, process improvement, and leveraging technology for enhanced customer experiences.
Hi, I’m
Alexis Finn
Account Management
Memphis,TN
Summary
Overview
18
years of professional experience
2
years of post-secondary education
Work History
Limited Brands Via Virtual Call Center LiveOps
Customer Experience Manager
01.2020 - 07.2022
Job overview
- Account management
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Cultivated interpersonal skills by building positive relationships with others.
- Gained extensive knowledge in data entry, analysis and reporting.
- Worked well in a team setting, providing support and guidance.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Developed strong communication and organizational skills through working on group projects.
- Conducted market research to identify new opportunities and target markets.
- Introduced self-service options for common queries, freeing up staff to focus on more complex cases and proactive efforts.
- Collaborated with finance department on invoicing accuracy for applicable products, services, software, and logistics.
- Spearheaded a process improvement project that identified inefficiencies within current workflows; implemented changes resulting in reduced handling time for customer inquiries.
- Handled high volume escalation calls for customer experience
- Handled calls for sales & products
- Proactively engaged with clients enhancing adoption
- Maintained key performance incentives
- Successfully upsold products based on evolving requirements
- Proactively engaged with clients through their product journey, enhancing adoption and retention rates
- Problem solving customer complaints ensuring client retention sales
- Provided prompt client support via email phone and chat addressing questions and concerns effectively and promptly
- Collaborated with internal teams to develop innovative solutions to client requirements
- Successfully managed, coached and developed staff
- Exceeded teams daily, weekly & monthly goals of department’s SLAs
- Provided excellent customer service that exceeded customer expectations on a regular basis
- Coached and developed staff, with an emphasis on developing their project management and customer success fundamentals.
- Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Reduced response time to customer inquiries by optimizing support channels.
- Streamlined internal processes for more efficient issue resolution, reducing overall case volume while maintaining high-quality service levels.
- Mentored local personnel on best practices and protocols to maximize productivity.
- Developed new employees and on-going performance assessment of current employees.
- Enhanced customer satisfaction by implementing a streamlined feedback system.
- Conducted regular performance reviews with team members, fostering professional growth and development.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Established, initiated and optimized business development strategies based on company targets, product specifications, market data, and budget factors.
- Developed personalized solutions for customers, resulting in increased loyalty and repeat business.
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Captured new customers by optimizing business strategies and launching products to diversify offerings.
- Analyzed sales trends to identify opportunities for upselling or cross-selling products, increasing revenue without sacrificing customer satisfaction.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Continually maintained and improved company's reputation and positive image in markets served.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Secured long-term accounts by recommending strategies to promote brand effectiveness and highlight product benefits.
- Analyzed and reported on KPIs to validate and demonstrate success of marketing campaigns.
Netflix Via Virtual Call Center LiveOps
Customer Success Manager
01.2020 - 07.2022
Job overview
- Handled calls for services and accounts
- Account management
- Handled escalation calls for customer experience
- Handled calls for sales & products
- Proactively engaged with clients through their product journey, enhancing adoption and retention rates
- Maintained key performance incentives
- Successfully renewed & upsold client subscriptions based on their evolving requirements
- Increased Sales by proactively engaging with clients enhancing adoption
- Provided excellent customer service that exceeded customer expectations on a regular basis
- Generated new accounts by implementing effective networking and content marketing strategies
- Provided prompt client support via email phone and chat addressing questions and concerns effectively and promptly
- Collaborated with internal teams to develop innovative solutions to client requirements
- Delivered exceptional user experiences by consistently exceeding customer expectations in problem-solving efforts.
- Problem solving customer complaints ensuring client retention sales
- Exceeded teams daily, weekly & monthly goals of department’s SLAs
- Ability to effectively manage multiple priorities and activities simultaneously in a fast-paced environment
- Manage the on-boarding experience for customers
- Deliver group training and 1-1 sessions to ensure understanding and adoption.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Created customer support strategies to increase customer retention.
- Conducted post-implementation follow-ups to solicit valuable feedback from customers, enabling further enhancements in service quality.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Fostered a client-centric culture within the organization, instilling a shared commitment towards delivering top-notch service.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Streamlined customer onboarding process for accelerated product adoption and increased retention rates.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Facilitated successful renewals through diligent relationship management and proactive issue resolution.
- Collaborated with sales and product teams to address customer success objectives.
- Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Generated reports and communicated results to stakeholders to provide insights into customer success.
- Worked well in a team setting, providing support and guidance.
- Resolved problems, improved operations and provided exceptional service.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Learned and adapted quickly to new technology and software applications.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Created and maintained comprehensive customer success documentation for internal and external use.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Excellent communication skills, both verbal and written.
- Proved successful working within tight deadlines and a fast-paced environment.
Burlington Coat Factory
Customer Service Representative Lead
10.2019 - 07.2022
Job overview
- Successfully managed and developed the customer service staff to assist in daily operations, project managements & help with customer issues along with obtaining daily metrics and goals.
- Trained new personnel regarding company operations, policies and services.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Onboarded and trained customer representatives to meet performance and service goals.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
- Coordinated closely with other department leads to address interdepartmental issues affecting customer experience outcomes efficiently.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Consistently met or exceeded performance metrics, leading to increased team success and recognition.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Raymond James & Associates Financial
Customer Accounts Associate
05.2022 - 11.2023
Job overview
- Serves as the agent between Branches and the Home Office in call center environment
- Protects the Firm, Financial Advisor and the client by enforcing collection procedures, policies, regulations, and monitoring activity in accounts, while providing superior service
- Monitors reports related to account issues, maintains accurate record keeping to meet Exchange and Firm requirements; notifies FA on actions concerning client accounts
- Answers escalated calls and questions regarding accounts
- Works with Branch personnel to understand and resolve complicated problems and requests
- Compliance, with an eye for situations that could present risk to the firm
- Account management
- Manage Executive accounts
- Servicing a high volume of calls from Financial Advisors and associates while providing excellent customer service
- Attention to detail, quality focus, strong communication, ability to multi-task in fast paced environment and computer literacy
- Reviews all margin agreements for required information
- Reviews, maintains, and services all customer account records
- Customer Account management
- Maintains records of accounts as required by regulatory bodies and departmental procedures
- Maintains department SLA
- Maintains regulations to avoid FINRA violations
- Analyzes cash and margin accounts on a daily basis; issue and track any necessary calls – file extension on calls, send mail grams
- Answers calls referring to specific trading violations
- Provided prompt client support via email phone and chat addressing questions and concerns effectively and promptly
- Customer Experience & Customer Success managing
- Provided excellent customer service that exceeded customer expectations on a regular basis.
First Tennessee/First Horizon Bank
Financial Services Representative II
08.2016 - 04.2022
Job overview
- Responsibilities included: Develop and retain long-term and profitable customer relationships to maximize financial center revenue growth and to do so while maintaining high customer service and procedural standards
- Deliver trusted financial advice and high levels of customer value by matching FHN products and services to customer needs and goals
- Proactively cross-selling existing customers; managing and coordinating all aspects of the customer's financial relationship with FHN, including but not limited to financial planning, credit, deposits, small business products, investment and insurance products; partnering with the customer and FHN specialists to identify the customer's specific financial goals, dreams and needs
- Conducted thorough research on new clients to determine their anticipated value from our products
- Managed large client portfolio of Executive accounts
- Managed large client portfolio to drive product & service adoption according to business roadmap
- Assisted with the launch, onboarding, implementation & adoption of various new banking application products for clients
- Delivering personalized product/service recommendations and working with the customer to implement financial plans either directly or by leveraging the appropriate FHN specialists or alternate delivery channels; proactively monitoring ongoing customer needs and market trends
- Helped drive adoption & maintain top accounts with key stakeholders
- Generated new accounts by implementing effective networking and content marketing strategies
- Prepared documentation reports and logs to identify & manage sales metrics and support process driven activities
- Call Center Training Ambassador
- Assists & trains other high functioning bank branches in Memphis region
- Bank merger liaison officer
- Customer Success Experience Associate
- Generated new accounts by implementing effective networking and content market strategies
- Coordinate smooth onboarding for new clients by developing and executing professional engagement focused plans
- Collaborated with internal teams to develop innovative solutions to client requirements
- Handles processing of incoming and outgoing wire transfers on a daily basis
- Functions as financial center manager in that manager's absence
- Meet individual sales goals and assist with financial center team goals
- Provided excellent customer service that exceeded customer expectations on a regular basis
- Collaborated with corporate security on bank & wire fraud investigations
- Processed bank card fraud claims
- Processed bank account fraud claims
- Monitored accounts daily for fraud prevention
- Prepared executive reports using operational, output and revenue data during quarterly business reviews
- Customer Experience managing
- Customer Success managing
- Manage the on-boarding experience for customers
- Deliver group training and 1-1 sessions to ensure understanding and adoption.
Massage Envy Spa
Front Desk Wellness Advisor
10.2017 - 12.2018
Job overview
- Answered phone calls
- Collaborated with health and wellness professionals to create and execute events, seminars and workshops on various topics.
- Built strong relationships with members to promote health, wellness and available services.
- Managed inventory control systems to ensure adequate stock levels of supplements and other wellness products.
- Setting and checking members and guests in and out for appointments
- Greeting members and guests upon arrival
- Managed activities required to open and close store
- Promoting the Wellness Program
- Assisted various duties as assigned by Clinic Management including Account Servicing & debt collection
- Recognizing and supporting team goals and creating and maintaining positive relationships with team members
- Managed Client portfolio to drive product & service adoption according to business roadmap
- Generated new accounts by implementing effective networking and content market strategies
- Exceeded teams daily, weekly & monthly goals of department’s SLAs.
- Enhanced client satisfaction by providing empathetic support and guidance throughout their wellness journey.
- Facilitated stress reduction techniques for enhanced mental well-being among clientele during sessions or classes offered at the facility.
- Conducted needs assessments or surveys to determine interest in or satisfaction with wellness and fitness programs, events or services.
- Met or exceeded monthly revenue and training goals.
- Contributed to a positive work culture by participating in team meetings, offering constructive feedback, problem-solving strategies.
- Streamlined appointment scheduling processes for better time management and client convenience.
- Boosted client retention rates through consistent follow-ups, progress tracking, and goal setting assistance.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Applied effective time management techniques to meet tight deadlines.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to develop and implement creative solutions to complex problems.
Victoria’s Secret
Sales Specialist
08.2005 - 09.2017
Job overview
- Responsibilities included: Assist customers with questions, merchandise selections, and sales
- Build exceptional customer service and relationships through product knowledge, customer engagement, and an outgoing attitude
- Complete cash register transactions with accuracy
- Exceeding sales of company credit card
- Create and maintained store displays
- Manage activities required to open and close store
- Assist with monitoring the store for loss prevention
- Handle incoming calls
- Exceeding sales goals
- Document management
- Cross Sells
- Upsell products
- Built meaningful & lasting rapport with customer
- Ensure Customer Experience
- Provided excellent customer service that exceeded customer expectations on a regular basis.
- Trained and mentored new sales representatives.
- Created and implemented sales strategies to successfully meet company targets.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Implemented CRM tools to track client interactions, optimizing follow-up procedures for better results.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Adapted selling approach based on each customer''s unique needs/preferences; tailoring product offerings accordingly.
- Attended monthly sales meetings and quarterly sales trainings.
- Built relationships with customers and community to promote long term business growth.
- Streamlined sales processes for improved efficiency, resulting in increased productivity.
- Built rapport with customers and assessed needs to make product recommendations and upsell.
- Drove store revenue by offering customers accessories and related purchases to complete selections.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Exceeded sales targets by consistently meeting and surpassing monthly quotas.
- Contributed to team objectives in fast-paced environment.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Stayed current on industry trends by attending workshops, seminars, reading trade publications; applying newly acquired knowledge into daily activities.
- Stayed current on company offerings and industry trends.
- Educated customers about product features and benefits to aid in selecting best options for each individuals' needs.
- Utilized CRM software to manage customer accounts and track performance metrics.
- Used customer insights to develop innovative sales strategies to increase sales.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Boosted customer satisfaction by providing exceptional product knowledge and tailored recommendations.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
SunTrust Bank
Client Service Specialist
07.2015 - 07.2016
Job overview
- Customer Success Experience Associate
- Account management
- Process transactions for clients
- Handled funds with care
- Customer Service
- Cross selling
- Open a variety of new accounts for clients (business & personal)
- Sales of company credit cards
- Maintenance of accounts
- Manage Executive accounts
- Managed Client portfolio to drive product & service adoption according to business roadmap
- Generated new accounts by implementing effective networking and content market strategies
- Helped drive adoption & maintain top accounts with key stakeholders
- Closure of accounts
- Processed Loans
- Completed accurate confidential and non-confidential files
- Maintained accurate confidential and non-confidential files
- Responded to telephone and in-person inquiries in a friendly and professional manner
- Provided excellent customer service that exceeded customer expectations on a regular basis
- Generated new accounts by implementing effective networking and content marketing strategies
- Built meaningful & lasting rapport with clients.
- Maintained up-to-date knowledge of product and service changes.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service through timely responses and personalized follow-up communications.
First Baptist Day School
Assistant /Co Teacher
07.2010 - 07.2015
Job overview
- Responsibilities included: Supervise and monitor daily activities and the well-being of the children in my classroom
- Provide excellent and compassionate care
- Administer first-aid and scheduled medications with 100% accuracy as needed or required
- CPR certified since 2010 with up to date re certification
- Exhibit strong organizational skills in the daily maintenance and support required to provide a creative and problem-free classroom
- Communicate and work with peers, management, and parents to ensure a safe and nourishing environment for the children entrusted in my care
- Contribute ideas and solutions in staff meetings and maintain 100% compliance with training and certification at all times
- Interact with children and management to provide information and instruction as assigned
- Ensure all classroom activities are within local, state, federal, and organizational guidelines
- Perform administrative duties for class and section: typing daily notes, classroom blogs, printing, copying, faxing and distribution of important documents to/from the office and parents/guardians
- Completed accurate confidential and non-confidential files
- Maintained accurate confidential and non-confidential files
- Responded to telephone and in-person inquiries in a friendly and professional manner.
- Implemented behavior modification strategies, resulting in improved self-regulation and classroom participation among students.
- Modified lessons and curriculum to accommodate diverse learners by using strategies such as peer-assisted learning and group work.
- Fostered student curiosity and interest through creative hands-on activities.
- Helped students explore concepts with engaging, learning-focused activities.
- Advised and counseled students to help them develop skills and knowledge required to succeed.
- Provided one-on-one support for students with learning disabilities, enabling them to excel in their coursework.
- Met with students, parents and administrators to address and resolve students' behavioral and academic issues.
- Implemented differentiated instruction techniques to accommodate diverse learning styles and abilities within the classroom.
- Promoted a positive learning environment by establishing clear expectations and encouraging respectful behavior among students.
- Scheduled conferences with parents to discuss students' progress and classroom behavior.
- Streamlined lesson planning processes with a focus on efficiency and alignment with state standards.
- Created and developed lesson plans to meet students' academic needs.
- Worked with staff members and teachers to design comprehensive and individualized plans to optimize student education.
- Improved overall classroom performance with consistent evaluations, feedback, and tailored support for individual needs.
- Incorporated multiple types of teaching strategies into classroom.
- Enhanced students'' reading comprehension by implementing creative strategies and engaging activities.
Massage Envy
Junior Clinic Administrator
03.2007 - 04.2008
Job overview
- Responsibilities included: Scheduled appointments for clients on a daily basis
- Handled all incoming and outgoing calls
- Assisted in knowledge and sales of memberships and packages to clients
- Maintained professionalism at front desk and reception area
- Assisted in administrative tasks including filing, data entry of client records, member folder maintenance etc
- Provided excellent service to members/guests by answering phone calls, setting appointments and greeting guests
- Assisted customers with questions, merchandise selections and sales
- Built exceptional customer service through product knowledge, customer engagement, and an outgoing attitude
- Completed cash register and credit card transactions with accuracy
- Created and maintained store displays
- Managed activities required to open and close store
- Assisted with monitoring the store for loss prevention
- Assisted various duties as assigned by Clinic Management
- Managed opening and closing of facility (i.e., cleaned all rooms, ensured adequate materials were available for the day/next day, ensured facility was locked & secured).
- Reduced no-show rates through consistent reminders via phone calls and email notifications.
- Collaborated with store manager to maintain daily operations.
- Enhanced patient satisfaction by streamlining appointment scheduling and ensuring timely followups.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
- Managed front desk duties, providing exceptional customer service to patients and their families upon arrival at the clinic.
- Skilled at working independently and collaboratively in a team environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Gained strong leadership skills by managing projects from start to finish.
Education
Ashworth CollegeNorcross, GA
Bachelor of Science from Psychology
09.2021 - Current
University Overview
Skills
- Customer Service
- Finance
- Banking
- Wealth Management
- Salesforce
- Account Management
- Data Analysis
- Consultive Sales
- Program management
- CRM Management
- Project management
- Retention
- Account reconciliation
- Conflict Resolution
- Strategic Planning
- Cross functional collaboration
- Process improvement
- Onboarding management
- Research
- Customer Experience
- Customer Success
- Financial Services
- Management/Team Leader Experience
- Document Management
- Financial Planning
- Personal Banker
- Financial Analysis
- Teller Experience
- MS Office
- SaaS
- CRM
- Sales Specialist
- SLA
- KPI
- Slack
- Cross-Sales
- Accounting
- Call Center Agent Experience
- Financial Firm Experience
- Discrepancy Research
- Regulatory Compliance
- Self-Directed
- Bank Reconciliation
- Banking operations knowledge
- Auditing procedures
Accomplishments
Accomplishments
Customer success management fundamentals - LinkedIn
Onboarding and Adoption Best Practices for Customer Success Management- LinkedIn
Value Realization Best Practices for Customer Success Management- LinkedIn
Business Fundamentals for Customer Success Managers- LinkedIn
Engagement Preparation: Best Practices for Customer Success Management- LinkedIn
Product Management: Building a Product Roadmap- LinkedIn
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
It is never too late to be what you might have been.
Timeline
Customer Accounts Associate
Raymond James & Associates Financial
05.2022 - 11.2023
Ashworth College
Bachelor of Science from Psychology
09.2021 - Current
Customer Experience Manager
Limited Brands Via Virtual Call Center LiveOps
01.2020 - 07.2022
Customer Success Manager
Netflix Via Virtual Call Center LiveOps
01.2020 - 07.2022
Customer Service Representative Lead
Burlington Coat Factory
10.2019 - 07.2022
Front Desk Wellness Advisor
Massage Envy Spa
10.2017 - 12.2018
Financial Services Representative II
First Tennessee/First Horizon Bank
08.2016 - 04.2022
Client Service Specialist
SunTrust Bank
07.2015 - 07.2016
Assistant /Co Teacher
First Baptist Day School
07.2010 - 07.2015
Junior Clinic Administrator
Massage Envy
03.2007 - 04.2008
Sales Specialist
Victoria’s Secret
08.2005 - 09.2017
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