Summary
Overview
Work History
Education
Skills
Timeline
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Bradaja Hamilton

Raleigh, NC,NC

Summary

7+ years in remote inbound customer service call centers. Dynamic and results-driven professional with a proven track record, excelling in customer service and dispute resolution. Adept at managing complex issues and enhancing client satisfaction through effective communication and active listening. Recognized for consistently exceeding performance metrics while maintaining a focus on quality and accuracy in high-pressure environments.

Overview

8
8
years of professional experience

Work History

Disability Customer Care Advocate

Metlife
10.2023 - 04.2025
  • Initiate Disability & FMLA claims
  • Liaison between case manager & doctors office to communicate claim progress.
  • Participated in ongoing training opportunities to expand skillset and stay current on best practices for delivering superior support.
  • Used effective time management strategies to handle fluctuating workloads without sacrificing quality or accuracy.
  • Enhanced company reputation through exceptional customer service and follow-up on inquiries.
  • Collaborated with team members to achieve shared goals in improving overall customer experience.
  • Consistently exceeded performance metrics while maintaining a focus on providing excellent customer support.
  • Managed multiple priorities under tight deadlines while remaining calm under pressure and delivering excellent results consistently.

401K Specialist

Fidelity Investments
10.2019 - 11.2021
  • Maintained sensitive information with strict confidentiality and modeled ethics, professionalism and service orientation in employee interactions.
  • Improved accuracy of financial reporting by diligently monitoring transactions and reconciling discrepancies in a timely manner.
  • Ensured timely and accurate processing of contribution changes, loan requests, and distribution transactions for clients'' accounts.
  • Assisted HR departments in developing and implementing effective employee education programs related to 401K plans.
  • Managed a diverse portfolio of clients, providing personalized attention and expert guidance on their retirement planning needs.
  • Enhanced client satisfaction by providing comprehensive 401K plan information and addressing concerns promptly.
  • Collaborated with cross-functional teams to develop customized 401K strategies, resulting in increased client retention rates.
  • Performed detailed audits of 401K plans for compliance with federal regulations, reducing potential risks associated with non-compliance penalties.
  • Resolved complex investment issues, ensuring clients received accurate and timely information regarding their accounts.
  • Tracked 401K eligibility and managed enrollment and administration of company retirement and financial benefits plans.
  • Assisted with employee and manager benefits inquiries and routinely handled complex questions and resolutions.
  • Served as a knowledgeable resource for colleagues seeking guidance on complex 401K-related issues or challenges.

Senior Technical Advisor

Conduent
03.2017 - 04.2019
  • Resolved technical issues through effective troubleshooting.
  • Refined technical systems to boost performance.
  • Addressed escalations promptly to enhance customer satisfaction.
  • Managed and resolved complex issues efficiently.
  • Streamlined processes to handle escalations efficiently.

Education

Enloe High School
Raleigh, NC
06.2013

Skills

  • Active learning
  • Call center experience
  • Data entry proficiency
  • Complaint handling
  • Follow-up skills
  • Coaching
  • Empathy display
  • Dispute resolution
  • Assertiveness
  • Escalation management
  • Customer service
  • Time management
  • Multitasking and organization
  • Inbound customer service
  • Active listening
  • Adaptability and flexibility

Timeline

Disability Customer Care Advocate

Metlife
10.2023 - 04.2025

401K Specialist

Fidelity Investments
10.2019 - 11.2021

Senior Technical Advisor

Conduent
03.2017 - 04.2019

Enloe High School

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Bradaja Hamilton