Brittany Holdridge
Watauga,TX
Summary
Talented associate and team manager with exceptional leadership, planning and organizational skills. Smoothly mentor and motivate associates with the skills and tools they need to be successful.
Overview
15
15
years of professional experience
Work History
Manager - Participant Services
Fidelity Investments
05.2021 - Current
- Monitor and evaluate calls for associate and provide feedback to improve monthly goals.
- Managed and motivated employees to be productive and engaged in work.
- Maintained professional, organized, and safe environment for associates.
- Set obtainable goals in a coaching environment to ensure proper monthly stats are made.
- Administered monthly and annual reviews
Team Lead
Fidelity Investments
10.2021 - 05.2022
- Systems set-up and troubleshooting new hires virtually
- Review calls and coach accordingly
- Set expectations and responsibilities for Peer Guides
- Conduct small group coaching's
- Monitor training progress & Metrics/ knowledge checks (including high dollar reviews)
Customer Service Representative
Fidelity Investments
10.2015 - 05.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed and helped participants with their retirement account
Client Operations Service/FAAS
Fidelity Investments
11.2014 - 09.2015
- Provide front-line support to advisors and clients, meeting or exceeding productivity, efficiency, quality, and service objectives in a fast-paced, high volume contact center environment.
- Placed trades, exchanges and purchases on accounts for advisors and clients seeking assistance on personal accounts or clients' accounts.
Operations Support Specialist/ Home Owner Support
Citi Mortgage
02.2012 - 12.2013
- Effectively manage daily work queue of 150+ loans
- Maintain client relationships to ensure client satisfaction and defied hardships are resolved.
Loss Mitigation - Short Sale Processor
Citi Mortage
12.2010 - 12.2012
- Enhanced client satisfaction by efficiently processing short sale applications and providing timely updates.
- Prevented potential delays by proactively identifying incomplete or inaccurate documentation and addressing issues promptly.
Account Resolution Specialist
Citi Mortgage
12.2008 - 12.2010
- Conducted thorough research on complex cases to provide accurate information and facilitate informed decisionmaking.
- Worked buckets 1-2 while taking inbound calls and making necessary callbacks.
Education
Gem State Academy
Caldwell, ID05.2003
Skills
- Coaching and development expert
- Mentoring associates
- Relationship Building
- Fun committee and engagement professional
- Proficient in Time management
Timeline
Team Lead
Fidelity Investments
10.2021 - 05.2022
Manager - Participant Services
Fidelity Investments
05.2021 - Current
Customer Service Representative
Fidelity Investments
10.2015 - 05.2021
Client Operations Service/FAAS
Fidelity Investments
11.2014 - 09.2015
Operations Support Specialist/ Home Owner Support
Citi Mortgage
02.2012 - 12.2013
Loss Mitigation - Short Sale Processor
Citi Mortage
12.2010 - 12.2012
Account Resolution Specialist
Citi Mortgage
12.2008 - 12.2010
Gem State Academy
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