Anthony DiNatale
Jacksonville,FL
Summary
Dynamic professional with a proven track record at Fidelity Investments, excelling in enhancing customer satisfaction and resolving complex fraud issues. Showcasing expertise in financial regulations. Skilled in FACT coaching and Microsoft Office, adept at improving team performance and streamlining processes for efficiency.
Overview
3
3
years of professional experience
1
1
Certification
Work History
FCRT Resource Desk
Fidelity Investments
02.2024 - Current
- Assisted Fraud Customer Response associates on live calls with best practices, verbiage, and decision making for Fidelity clients.
- Coached representatives in one on one meetings using FACT coaching to assist in their development as representatives.
- Worked Executive Office complaints to help leadership with difficult client interactions.
- Cooperated with leadership in delivering feedback to representatives.
- Collaborated with leadership on scams and escalations.
Fraud Customer Response Team
Fidelity Investments
09.2022 - 01.2024
- Handled high volume of inbound calls professionally while maintaining composure under pressure situations, resulting in successful problem resolution.
- Provided clients with proper risk review.
- Streamlined processes for efficient handling of customer inquiries, improving overall response times.
- Demonstrated adaptability by quickly adjusting to new trends and process changes, minimizing disruption to customer service delivery.
Customer Relationship Advocate
Fidelity Investments
09.2021 - 09.2022
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Established a proactive approach towards managing client accounts, identifying potential issues before they escalated into larger problems.
- Collaborated with cross-functional teams to address customer concerns, developing comprehensive solutions to meet their requirements.
- Mastered material and passed Series 7/63 examination.
Education
Bachelor of Science - Forensic Studies
Florida Gulf Coast University
Fort Myers, FL05-2016
Skills
Microsoft Suites
Time Management
FACT Coaching
Scam Risk Review
Certification
Series 7
Series 63
Series 9
Series 10
Timeline
FCRT Resource Desk
Fidelity Investments
02.2024 - Current
Fraud Customer Response Team
Fidelity Investments
09.2022 - 01.2024
Customer Relationship Advocate
Fidelity Investments
09.2021 - 09.2022
Bachelor of Science - Forensic Studies
Florida Gulf Coast University