April Hathaway

• Manage high volumes of inbound/outbound customer calls while ensuring quality service delivery.
• Assist customer service representatives with complex inquiries via help and transfer support lines.
• Resolve escalated customer issues promptly and effectively, minimizing negative impact and maintaining positive customer relationships.
• Collaborate with Leadership and internal teams on process improvements and best practices.
• Streamlined communication between staff members by establishing clear channels of communication for planning purposes.
• Compile end of shift summary reports.
• Improved call handling using center wide key performance metrics.

Key Accomplishments:

• Increased operational efficiency by introducing scheduling tools that optimized staffing during peak hours.

• Provided securities and cash settlement instructions for multiple markets upon request.
• On-boarded new and existing client accounts by enrolling them in assorted products and services offered.
• Worked effectively in fast-paced environments.
• Skilled at working independently and collaboratively in a team environment.
• Worked well in a team setting, providing support and guidance.

Key Accomplishments:

• Reduced inquiry resolution time by implementing a streamlined communication process between teams.
• Improved client satisfaction scores through consistent delivery of timely and accurate responses.

• Completed daily trading for multiple investment managers via phone and internal systems.
• Monitored trading activity using internal systems to ensure compliance with policies.
• Reduced data errors while placing trades by exercising attention to detail.

Key Accomplishments:

• Designed a trading activity tracking system that improved monthly reporting accuracy by 15%.