Anna Broderick

• Resolved escalated customer issues, ensuring satisfaction and loyalty through effective solutions.
• Delivered technical support for phone systems and software applications utilized by agents.
• Coached call center team members on customer service skills, resulting in elevated performance.
• Addressed customer concerns through active listening and effective communication. with calm demeanor and expertise.
• Facilitated communication between team members and management, improving workflow efficiency.
• Encouraged improved productivity and service levels by modeling correct behaviors.
• Ensured compliance with regulations regarding customer privacy and data security.
• Maintained current knowledge of products, services, policies, and procedures.

Analyzed financial products, recommending suitable options tailored for clients.

• Assisted customers with account inquiries and efficiently processed transactions to enhance service experience.
• Educated clients on digital banking tools and resources to enhance user experience.
• Guided customers in understanding mobile applications and online banking services.
• Managed 100+ incoming calls daily, providing effective resolutions to customer inquiries.
• Resolved customer complaints promptly, contributing to high satisfaction ratings.
• Maintained accurate records of customer interactions and transactions.
• Achieved or surpassed personal sales goals through strategic client engagement.

• Managed IRA and HSA account openings, facilitating smooth onboarding for clients.
• Acted as primary contact for HSA and deposit account inquiries, providing prompt resolutions.
• Processed certificate of deposit renewals and openings, ensuring timely access for retail clients.

• Managed client inquiries, delivering tailored support solutions efficiently.
• Coordinated with cross-functional teams to resolve client issues, enhancing overall service delivery.
• Provided exceptional customer service by resolving complaints swiftly.
• Assisted clients in navigating product features and troubleshooting problems.
• Conducted regular follow-ups to confirm client satisfaction, strengthening long-term client relationships.
• Maintained professionalism while addressing challenging customer situations.
• Facilitated training sessions for new staff, improving adherence to customer service protocols.
• Researched complex solutions using available resources to enhance problem-solving.