Careyann Kelly

• Managed over 150+ cases at a time for surviving families of lost loved ones to disburse pension, 401K, Life Insurance, and health benefits
• Handled incoming phone calls on cases for different case managers to provide accurate data using our STRIVE system
• Managed a spreadsheet of a daily log I created to be more productive and operated systems such as Focuspoint, XTRAC, DBCS, and Salesforce

• Accepted additional position within Fidelity's workplace retirement department, expanding my services into 403b, 401a, and 457b along with continuing 401k service
• Continued to assist customers when taking withdrawals such as hardships and planning out their minimum required distributions
• Educated on IRS guidelines regarding taxable and nontaxable events with distributions and withdrawals.
• Discussed details on investments options and contribution limits to better the customers plan for retirement.

• Maintain relationships with 403(b), 401(a), 457(b), and 401(K)

• Helped customers with retirement needs and moving investments, producing withdrawal's upon request, processed loans, and helped with contribution amounts
• Educated customers about there plans for certain companies that use Fidelity Investments for benefits

• Increased client base by identifying new business opportunities and cultivating strong relationships with key decisionmakers.
• Facilitated regular communication with clients to ensure their needs were met, fostering long-lasting relationships built on trust and mutual respect.
• Developed customized solutions for clients based on a deep understanding of their unique pain points, delivering exceptional value and driving repeat business.
• Generated new business with marketing initiatives and strategic plans.

• Increased sales revenue by developing and implementing strategic sales plans.
• Strengthened client relationships through regular communication and excellent customer service.
• Optimized CRM systems for better tracking of leads, prospects, and current clients.
• Continuously monitored competitor activity within the industry landscape in order to stay ahead of emerging trends.

• Sell life insurance policies to meet team quota
• Refer prospects to advisors for any other financial needs
• Coordinate with marketing team on launching digital and offline marketing campaigns.

• Helped customers through stressful times by giving expert help and building customized solutions for unique requirements.
• Participated in ongoing professional development initiatives to stay informed on industry trends and best practices for customer service delivery.
• Contributed to positive company reviews by delivering exceptional support experiences to clients.
• Handled escalated customer concerns, achieving high levels of resolution and satisfaction.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.

• Assist customers with their banking needs
• Sell loans, annuities, insurance, checking / saving accounts, IRAs, and other bank products
• Helped businesses with their financial needs

• Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
• Disbursed cash and checks accurately while maintaining security of cash drawers.
• Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
• Processed customer transactions promptly, minimizing wait times.