Bella Christensen
Salt Lake City,UT
Summary
Accomplished Client Service Manager at Fidelity Digital Assets, adept in client relationship building and complex problem-solving. Leveraged exceptional communication and leadership skills to enhance client satisfaction and drive business growth. Achieved significant improvements in operational efficiency and team productivity, fostering a culture of continuous improvement and collaboration.
Dependable professional with dynamic communication skills, with additional background in trading in traditional finance and crypto currencies and understanding of how to build client loyalty to increase understanding of customer needs and employ business-growth strategies.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Client Service Manager
Fidelity Digital Assets
08.2021 - Current
- Enhanced client satisfaction by addressing concerns and providing timely solutions.
- Managed multiple projects simultaneously, ensuring timely completion and high-quality outcomes.
- Developed customized service plans tailored to individual client needs, resulting in increased retention rates.
- Championed a culture of open communication within the team, fostering seamless collaboration among colleagues.
- Created customer support strategies to increase customer retention.
- Drove revenue growth by identifying upsell opportunities within existing accounts.
- Conducted regular client reviews to identify areas of improvement, leading to enhanced service offerings.
- Reduced turnaround times on client requests by streamlining work processes.
- Streamlined processes to improve operational efficiency, reducing costs and increasing productivity.
- Nurtured long-term relationships with clients, fostering loyalty and business growth opportunities.
- Successfully resolved escalated client issues, restoring trust and safeguarding the company''s reputation.
- Took ownership of customer issues and followed problems through to resolution.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Collaborated with cross-functional teams for better service delivery and client experience.
- Spearheaded process improvements that resulted in significant time savings for both staff and clients alike.
- Coached team members on best practices for exceptional customer service, boosting overall performance levels.
Help Desk/Equity Trader
Fidelity Investments
03.2019 - 08.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike..
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Supported clients' diverse investment objectives by executing complex equity orders across multiple asset classes.
- Participated in ongoing professional development opportunities, staying current on industry advancements and trading technologies.
- Ensured compliance with regulatory requirements by adhering to strict trading guidelines and reporting standards.
- Optimized workflow processes within the trading desk environment, resulting in increased productivity levels among team members.
- Provided timely market commentary during periods of heightened volatility or significant news events affecting equity valuations.
- Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product.
- Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
- Developed advanced product knowledge to share current information while generating and delivering products quotes.
Benefits Advisor
GoHealth
10.2018 - 03.2019
- Assisted clients in selecting appropriate coverage by analyzing individual needs and financial situations.
- Honed professional and technical knowledge by attending educational workshops, reviewing professional publications and staying in tune with changes internal to company.
- Maintained up-to-date knowledge of industry trends and changes in legislation affecting health benefits, ensuring accurate guidance for clients.
- Improved client satisfaction by providing clear and concise information on health benefit plans and options.
- Developed an in-depth understanding of the unique needs of each client, allowing for tailored advice and recommendations on benefit plan options.
Postal Support Employee
United States Postal Service, Remote Encoding Center
12.2015 - 10.2018
- Consistently met or exceeded service delivery expectations by prioritizing workload and staying focused on task completion.
- Facilitated smooth operations during peak seasons through effective teamwork with both full-time employees as well as seasonal staff members.
- Maintained strong relationships with customers through respectful communication, professional appearance, and reliable mail delivery services.
- Enhanced customer satisfaction with timely and accurate delivery of mail, packages, and other postal services.
- Streamlined postal operations by maintaining an organized work environment and adhering to USPS policies and procedures.
- Contributed to the security of USPS facilities through vigilant monitoring of building access points and reporting any suspicious activity.
- Increased accuracy in mail distribution by carefully reviewing address information and identifying potential errors or inconsistencies.
- Contributed to the overall success of USPS by participating in training programs, staying informed about policy changes, and maintaining a positive attitude in the workplace.
- Reduced the risk of loss or damage to packages through careful handling practices that met USPS standards.
- Improved mail processing efficiency by accurately sorting and distributing incoming mail according to established guidelines.
- Added accurate data entry into computer system to complete transactions.
Head Cashier
Sprouts Farmer Market
02.2013 - 12.2015
- Trained and coached cashier team members on checkout procedures and strategies to maximize customer satisfaction.
- Ensured a clean and organized work environment by enforcing strict policies on cleanliness and orderliness at the registers.
- Improved communication between cashiers and other store departments to provide seamless customer experiences.
- Increased customer satisfaction by addressing and resolving customer issues promptly and professionally.
- Reduced shrinkage with diligent monitoring of cash handling procedures and regular audits.
- Resolved customer issues for front-line and departments throughout store by employing strong operations knowledge and problem-solving abilities.
- Shifted personnel resources based on current customer levels to consistently balance demand against operational requirements.
- Promoted a culture of continuous improvement among employees by encouraging open communication channels regarding challenges faced in their roles.
- Decreased transaction errors by implementing thorough training programs focused on accuracy and attention to detail.
- Verified accuracy of daily cashier batches by checking receipts, checks, and cash.
Hostess
Texas Roadhouse
02.2012 - 02.2013
- Answered customer questions about hours, seating, and menu information.
- Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls, greeting guests, and updating reservation logs simultaneously.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Maintained a clean and welcoming environment, ensuring the comfort of guests throughout their visit.
- Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Collaborated with management to implement new strategies for improving restaurant efficiency and guest satisfaction.
- Helped facilitate cooperation between service and kitchen staff to professionally meet guest needs and resolve problems.
Education
No Degree - Business Administration And Management
Salt Lake Community College
Salt Lake City, UTHigh School Diploma -
Murray High School
Murray, UT06.2015
Skills
- Exceptional communication
- Client relationship building
- Training and mentoring
- Cross-functional teamwork
- Excellent time management skills
- Exceptional interpersonal communication
- Meticulous attention to detail
- Team leadership
- Verbal and written communication
- Complex problem-solving
Certification
- Series 7 License - FINRA
- Series 63- FINRA
- Blockchain Essentials Certification - eCornell
References
Amanda Topping
Phone: 508.330.9968
Email: amanda.topping@fmr.com
Matt Shuman:
Phone: 801.644.7119
Timeline
Client Service Manager
Fidelity Digital Assets
08.2021 - Current
Help Desk/Equity Trader
Fidelity Investments
03.2019 - 08.2021
Benefits Advisor
GoHealth
10.2018 - 03.2019
Postal Support Employee
United States Postal Service, Remote Encoding Center
12.2015 - 10.2018
Head Cashier
Sprouts Farmer Market
02.2013 - 12.2015
Hostess
Texas Roadhouse
02.2012 - 02.2013
No Degree - Business Administration And Management
Salt Lake Community College
High School Diploma -
Murray High School
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