AMANDA SILVA
Lowell,MA
Summary
I'm a Resourceful Customer Support Representative known for high productivity and efficient task completion. Skilled in conflict resolution, time management, and customer relationship management. Excel at communication, empathy, and active listening, ensuring positive experiences for all customers. Committed to resolving issues with speed and accuracy to maintain trust and loyalty.
Overview
18
18
years of professional experience
Work History
Customer Support Representative
Fidelity Investments
Merrimac, NH
01.2021 - 03.2025
- Delivered ongoing customer service to clients regarding 401K accounts, enhancing client satisfaction.
- Resolved client account inquiries and transaction requests to ensure timely support.
- Guided users through online tools and investment platforms.
- Processed retirement plan enrollments and participant transactions efficiently.
- Facilitated processing of enrollments, distributions, transfers, loans, and beneficiary designations for retirement accounts, ensuring compliance and accuracy.
- Evaluated participant data to assist in accurate benefit calculations and distributions.
Operations Analyst
Citizen's Bank
Medford, MA
10.2013 - 06.2014
- Analyzed transaction patterns to identify potential fraudulent activities.
- Utilized advanced software tools for data analysis and fraud detection.
- Monitored customer accounts daily, identifying and reporting fraudulent activity to mitigate risk.
- Reviewed customer profiles for changes indicating potential fraudulent activities, enhancing fraud detection efforts.
- Reviewed claims for accuracy and completeness.
- Managed inbound and outbound calls with customers to resolve issues and ensure satisfaction.
Night Auditor
Holiday Inn
Tewksbury, Massachusetts
06.2018 - 10.2021
- Conducted night audit paperwork, verifying daily room occupancy and reviewing hotel revenue for accuracy.
- Audited and balanced cash and credit transactions daily and reset register for next day's operations.
- Conducted end-of-day financial reports and reconciled accounts accurately.
- Resolved billing discrepancies and processed adjustments efficiently to enhance guest satisfaction.
- Managed nightly front desk operations and guest check-ins efficiently.
- Facilitated communication between departments to ensure effective service delivery and guest experience.
- Monitored inventory levels and placed orders to ensure adequate supply for operations.
Telephone Operator
Answer Phone
Cambridge, MA
06.2007 - 05.2013
- Utilized multi-line phone systems to handle high call volumes efficiently.
- Managed incoming client calls, ensuring accurate message delivery and client satisfaction.
- Responded to incoming calls from clients, providing information and assistance., answered questions and transferred calls internally.
- Developed scripts for common inquiries, improving response consistency and quality for clients.
- Answered inbound calls during non-business hours and dispatched emergency calls to appropriate
Sales Coordinator
UBM Americas
Burlington , MA
02.2014 - 07.2016
- Worked with sales managers to verify pricing discounts and customer details.
- Initiated sales calls to existing customers to replenish inventories.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Recorded accurate and efficient records in customer database.
- Kept detailed records of daily activities through online customer database.
Education
NORTH SHORE COMMUNITY COLLEGE
MASkills
- Customer dealing
- Providing information over the phone
- Computer skills
- Quick learning ability
- Courteous attitude
- Helpful attitude
- Call management
- Service management
Timeline
Customer Support Representative
Fidelity Investments
01.2021 - 03.2025
Night Auditor
Holiday Inn
06.2018 - 10.2021
Sales Coordinator
UBM Americas
02.2014 - 07.2016
Operations Analyst
Citizen's Bank
10.2013 - 06.2014
Telephone Operator
Answer Phone
06.2007 - 05.2013
NORTH SHORE COMMUNITY COLLEGE