Summary
Overview
Work History
Education
Skills
Timeline
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Courtney Howard

Summary

Accomplished Service Specialist II at Edward Jones, adept in client retention strategies and critical thinking, excelled in enhancing operational efficiency and customer satisfaction. Leveraged professional telephone demeanor and CRM expertise to surpass performance metrics, demonstrating a proven track record in customer service and administrative support.

Overview

7
7
years of professional experience

Work History

Service Specialist II

Edward Jones
02.2024 - Current
  • Collaborate with branches and financial advisors to open and maintain client accounts, ensuring all documentation is complete and accurate.
  • Facilitate the opening and maintenance of Retirement Traditional and Roth IRA accounts, including adding beneficiaries, trading authorization and POAs.
  • Manage account trading authority, implement fee structures, and handle required account paperwork.
  • Oversee the closure and reopening of accounts, ensuring seamless transitions and compliance with regulations.
  • Lift account restrictions and resolve system issues promptly to maintain client satisfaction and operational efficiency.
  • Handle relationship grouping and profile changes to reflect accurate client information and account relationships.
  • Provide exceptional customer service by addressing inquiries and resolving issues quickly and effectively.
  • Consistently met or exceeded performance metrics related to service quality, response time, and branch associate satisfaction scores.

Customer Service Specialist

New York Life Insurance Co
11.2018 - 02.2024
  • Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
  • Managed high call volume while maintaining a courteous and professional demeanor.
  • Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
  • Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
  • Supported inbound and outbound call center operations as needed.
  • Led and guided the Tier 2 Customer Support Specialists to handle complex product and operational issues escalated from Tier 1.
  • Provided direct assistance to high-value customers via email tickets, phone calls, and texts, ensuring timely resolution of enrollment, billing, technical, and business support issues.
  • Collaborated daily with New Business, Product, and Customer Success teams to understand customer needs and expedite issue resolution.
  • Held team members accountable for SLAs and worked on optimizing support escalation processes to improve efficiency.
  • Conducted new customer setup and precise data entry into customer databases.
  • Delivered exceptional service to diverse clients, ensuring accurate and timely information release.
  • Demonstrated strong problem-solving abilities by analyzing data and adhering to standard operating procedures

Dental Assistant

Refresh Dental
04.2018 - 10.2018
  • Cleaned and sanitized dental tools and equipment, straightened treatment rooms, and restocked supplies to prep for next patient and maintain health and safety practices.
  • Maintained a clean and sterile work environment to prevent cross-contamination and infection.
  • Sanitized trays, instruments, and surfaces for clean dental office setting and patient safety.
  • Provided chairside assistance during examinations, improving dentist efficiency and patient satisfaction.
  • Performed x-rays safely while adhering to radiation safety guidelines, ensuring high-quality diagnostic images for dentists'' evaluations.
  • Prepared and arranged instruments, medications, and required materials for dental procedures.
  • Documented patient dental health information, medical history, and vital signs for future reference.

Anesthesia Stockperson

University Hospital And Medical Center
11.2017 - 04.2018
  • Maintained cleanliness of stock rooms and warehouse spaces, ensuring adherence to company standards and creating an organized work environment.
  • Improved inventory accuracy by conducting regular stock audits and updating records accordingly.
  • Checked and pulled defective or expired products from shelves.
  • Adhered to infection control protocols, emphasizing patient safety through the sterile stocking of anesthesia supplies.
  • Promoted operational efficiency by ensuring timely access to critical supplies.

Education

High School Diploma -

Cleveland School Of Architecture & Design
Cleveland, OH
05.2014

No Degree - Dental Assisting

Remington College
Cleveland, OH
05.2018

Associate of Applied Science - Medical Radiologic Technology

Cuyahoga Community College
Cleveland, OH
2027

Skills

    Client Retention Strategies

    Clerical Support

    Professional telephone demeanor

    Microsoft Outlook

    Computer Proficiency

    Customer Relationship Management (CRM)

    Data Entry

    Call center experience

    Critical Thinking

    Problem-solving abilities

    Appointment Scheduling

    Administrative Support

    Medical terminology knowledge

    Stock management

    Live chat support

    Technical Support

    Microsoft Excel

    Conflict Resolution

Timeline

Service Specialist II

Edward Jones
02.2024 - Current

Customer Service Specialist

New York Life Insurance Co
11.2018 - 02.2024

Dental Assistant

Refresh Dental
04.2018 - 10.2018

Anesthesia Stockperson

University Hospital And Medical Center
11.2017 - 04.2018

High School Diploma -

Cleveland School Of Architecture & Design

No Degree - Dental Assisting

Remington College

Associate of Applied Science - Medical Radiologic Technology

Cuyahoga Community College

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Courtney Howard