Audrey Sampson

(Promoted from Financial Customer Associate)

• Serve as part of Fidelity’s At-Risk Department, resolving high-risk and fraud prevention situations and protecting customer accounts through advanced authentication and fraud-mitigation processes.
• Conduct multi-step identity verification using multiple programs/softwares to ensure the legitimacy of sensitive interactions.
• Investigate and escalate suspicious activity, applying fraud detection practices and adhering to the Customer Protection Guarantee standards.
• Assist customers in regaining secure digital access, providing clear guidance to reduce fraud exposure and ensure financial safety.
• Collaborate with internal teams (At-Risk, Fraud, Digital Experience, DC CR) to resolve complex, multi-layered issues efficiently.
• Maintain exceptional accuracy, safeguard performance, and compliance while managing a high volume of sensitive cases.

• Delivered high-quality servicing for Defined Contribution (401k) participants, including withdrawals, loans, rollovers/roll-ins, exchanges, rebalances, website troubleshooting, and enrollment assistance.
• Upskilled to DC SP CST 13, handling the FMR (fidelity associate accounts) gate and complex account scenarios requiring elevated authentication and specialized DC plan knowledge.
• Ensured flawless practices on every interaction to provide proficient assistance and financial information.
• Consistently exceeded all major performance metrics:
  CEI(customer reviews): 100% (Goal 92.5%)
  Safeguard(mistakes/misinformation): 100% (Goal 94%) – Zero safeguard issues
  Call Quality: 91.9% (Goal 90%)
  Defects: 0.23 (Goal 0.30)
  Absenteeism: 1.2% (Goal 5%)
  AHT(average handle time): 522 seconds (at goal)
• Recognized for near-perfect quarterly performance and superior execution across quality, compliance, and customer satisfaction.

• Reviewed and analyzed activity flagged through the Security event gate, identifying risky or unauthorized transactions.
• Utilized verification programs and public records to authenticate clients and detect fraudulent behavior.
• Advised customers on Fidelity’s Customer Protection Guarantee, restoring account access while reinforcing digital security best practices.
• Worked closely with the At-Risk team to ensure escalations were handled with accuracy and urgency.

• Oversaw full front-desk operations, including staff scheduling, training, performance management, and guest relations.
• Implemented efficient processes to streamline check-in/out, improve workflow, and reduce customer wait times.
• Managed reservations, cancellations, financial postings, and billing reconciliation with accuracy.
• Resolved escalated customer issues with professionalism, maintaining loyalty and high guest satisfaction.
• Coordinated with multiple departments (housekeeping, maintenance, events) to deliver seamless service operations.

• Managed brand presence across Instagram, Facebook, and Twitter, aligning content with branding goals.
• Created graphic content using Canva and Adobe Creative Cloud to elevate engagement.
• Monitored trends to refine social strategy, supporting campaigns and boosting brand visibility.