Charlene Allen
Philadelphia,United States
Summary
Detail-oriented Client Relations professional with over 7 years of experience in client service and account management in the financial services industry. Proven ability to handle client onboarding, manage high-net-worth client relationships and execute non-investment-related client requests. Adept at using custodial and CRM systems to streamline processes and ensure a seamless client experience. Known for critical thinking, strong communication skills, and a proactive approach to problem-solving.
Overview
16
16
years of professional experience
Work History
Client Relations Representative
CMG Capital Management Group, Inc
06.2021 - 08.2024
- Managed client accounts for internal and external wealth advisors, ensuring seamless communication and support for high-net-worth clients.
- Processed new account paperwork, facilitated account openings, and maintained accurate records in custodial systems.
- Handled client requests, including money movement, distributions, and scheduling, while ensuring compliance with regulatory requirements.
- Utilized internal CRM systems to track client interactions and ensure up-to-date account information.
- Collaborated with team members to address client concerns and improve operational efficiency.
- Created comprehensive departmental manual for onboarding new hires and mentored junior colleagues.
Contact Center Associate
Sagicor Life Jamaica Limited
05.2013 - 11.2019
- Maintained strong product knowledge to provide accurate information when assisting customers with their inquiries or concerns
- Utilized CRM software proficiently for accurate documentation of customer interactions and follow-up actions
- Demonstrated excellent problem-solving skills by analyzing customer needs and providing tailored solutions accordingly.
- Contributed to departmental goals by consistently achieving personal targets for both quality and quantity metrics.
- Handled escalated calls professionally, ensuring customer concerns were addressed appropriately and resolved promptly.
- Consistently ranked as top performer, earning recognition for excellent customer service and attention to detail.
Various Roles: Data Entry Clerk, Freight Clerk, Accounts Payable Clerk & Customer Service Representative (Contract)
Shipping Services Group Limited
03.2012 - 01.2013
- Worked effectively in fast-paced environments
- Skilled at working independently and collaboratively in team environment
- Proven ability to learn quickly and adapt to new situations
- Reduced errors in data entry by carefully inputting information into computer systems with attention to detail.
- Managed incoming calls professionally, directing callers to appropriate personnel or taking detailed messages when necessary.
- Maintained filing system and organized customer documents for easy retrieval of information.
Field/Sales Officer (Contract)
JN Small Business Loans Ltd
07.2008 - 04.2010
- Participated in trade shows and networking events to promote brand awareness and generate leads for future sales opportunities
- Identified new business opportunities through cold calling, networking, marketing, and prospective database leads
- Presented professional image consistent with company's brand values
- Contributed to team objectives in fast-paced environment
Education
Certificate - Communicating With Confidence
Metrix Learning
Philadelphia, PA09.2024
Certificate - The Art & Science of Communication
Metrix Learning
Philadelphia, PA09.2024
Certificates - Success Habits, Problem Solving, The Art of Persuasion, Improve Your Social Skills, Memory Enhancement, Learning Strategies
New Skills Academy
Online03.2020
Bachelor of Science - Business Administration - Finance Emphasis
Northern Caribbean University
Kingston, Jamaica08.2011
Certificate - Principles & Techniques of Counselling
UWI School of Continuing Studies
Kingston, Jamaica07.2003
Certificate - Voice and Speech
Effective Speech Institute
Kingston, Jamaica07.2003
Skills
- Client Relationship Management
- Problem-Solving
- Technical Proficiency: Microsoft Office Suite, Genelco/GIAS, Capsil, Adobe Photoshop, ProHealth, T24 R14, Sage ERP Accpac, P360, Net Teller, Ecris, Prime 4, Topas and Salesforce CRM Software
- Training and mentoring
- Attention to Detail
- Teamwork and Collaboration
- Account Management
- Effective Communication
- Data Entry
- Document and Records Management
- Process Improvement
Timeline
Client Relations Representative
CMG Capital Management Group, Inc
06.2021 - 08.2024
Contact Center Associate
Sagicor Life Jamaica Limited
05.2013 - 11.2019
Various Roles: Data Entry Clerk, Freight Clerk, Accounts Payable Clerk & Customer Service Representative (Contract)
Shipping Services Group Limited
03.2012 - 01.2013
Field/Sales Officer (Contract)
JN Small Business Loans Ltd
07.2008 - 04.2010
Certificate - Communicating With Confidence
Metrix Learning
Certificate - The Art & Science of Communication
Metrix Learning
Certificates - Success Habits, Problem Solving, The Art of Persuasion, Improve Your Social Skills, Memory Enhancement, Learning Strategies
New Skills Academy
Bachelor of Science - Business Administration - Finance Emphasis
Northern Caribbean University
Certificate - Principles & Techniques of Counselling
UWI School of Continuing Studies
Certificate - Voice and Speech
Effective Speech Institute
References
Available upon request.
Professional Development
Participated in training sessions focused on client relations, insurance, banking, and employee benefits.
References
Available upon request.
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