Careyann Kelly
Brookline,MA
Summary
Customer service professional with proven ability to improve customer satisfaction and streamline support processes. Valued for strong collaboration and adaptability in dynamic environments. Known for problem-solving skills and empathetic communication. Looking to move from Full Time to Part Time work.
Overview
8
8
years of professional experience
Work History
Customer Support Specialist
Bottomline Technologies
Portsmouth, NH
01.2026 - Current
- Provided exceptional customer service to payers and vendors across the site of Paymode
- Helped Vendors get set up to the Payers for payments for invoices
- Passed my Customer Support Specialist exam within my first week
- Helped with troubleshooting errors customers had to launch a premier service of the site
Financial Supervisor
PMI Green Rock Management
Hampton, NH
09.2025 - 12.2025
- Worked underneath the CFO to help with accounting and financials
- Inputted invoices and Work Orders in CINC, Appfolio, RentVine, and QuickBooks
- Created Invoices in QuickBooks to send to Condo Associations and Homeowners
Survivor Services Case Manager
Fidelity Investments
Merrimack, NH
06.2021 - 09.2025
- 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
Tax Exempt Associate II - Multi Vendor/Peer Mentor
Fidelity Investments
Merrimack, NH
03.2021 - 06.2021
- 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.
Tax Exempt Associate I
Fidelity Investments
Merrimack, NH
10.2020 - 03.2021
Financial Services Representative
Fidelity Investments
Merrimack, NH
07.2020 - 10.2020
- Helped customers with retirement needs and moving investments, producing withdrawals upon request, processed loans, and helped with contribution amounts
- Educated customers about their plans for certain companies that use Fidelity Investments for benefits
Business Development Manager
Marlin Capital Solutions
Portsmouth, NH
12.2018 - 07.2020
- 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.
Education
Associate of Arts - Business Management
Great Bay Community College
Portsmouth, NH05.2014
High School Diploma -
Winnacunnet High School
Hampton, NH06.2010
Skills
- Problem-solving
- Complaint handling
- Customer relationship management (CRM)
- CRM software
- Data entry
- Help desk support
- Call center experience
- Conflict resolution
- Ticket management
- Live chat support
- Quality assurance
- Product knowledge
- Sales support
- Active listening
Timeline
Customer Support Specialist
Bottomline Technologies
01.2026 - Current
Financial Supervisor
PMI Green Rock Management
09.2025 - 12.2025
Survivor Services Case Manager
Fidelity Investments
06.2021 - 09.2025
Tax Exempt Associate II - Multi Vendor/Peer Mentor
Fidelity Investments
03.2021 - 06.2021
Tax Exempt Associate I
Fidelity Investments
10.2020 - 03.2021
Financial Services Representative
Fidelity Investments
07.2020 - 10.2020
Business Development Manager
Marlin Capital Solutions
12.2018 - 07.2020
Associate of Arts - Business Management
Great Bay Community College
High School Diploma -
Winnacunnet High School