Crystal Rubel
Keller,TX
Summary
Client service professional with proven track record in enhancing client experiences and improving operational processes. Adept at fostering strong client relationships and ensuring seamless service delivery. Known for effective teamwork, adaptability, and results-driven approach, utilizing strong organizational and communication skills to meet evolving client needs.
Overview
5
5
years of professional experience
Work History
Senior Client Service Administrator
Fidelity Investments
Westlake, Texas
04.2024 - Current
- Manages the daily relationship with day-to-day contacts for seven strategic clients such as UnitedHealth Group, Starbucks, Eaton, and more
- Enhances client satisfaction by promptly addressing inquiries and resolving participant-level issues
- Understands and adapts to the unique needs of specific clients and the complexities of their plans
- Educates clients on operational-related processes and guides them through tools and solutions
- Leads weekly or bi-weekly meetings with clients to address outstanding participant-level issues
- Works with all levels of organization throughout Fidelity such as MD, CSM, or CC, as well as contacts across various business units to ensure positive results for clients
- Internal point of contact for escalations on participant-level issues
Survivor Services Operations Team
Fidelity Investments
Westlake, Texas
08.2023 - 04.2024
- Partnered with team leads to provide on-call and case management chat support for other case managers seeking assistance
- Gathered and analyzed data weekly for managers, team leads, and case managers
- Daily usage of Microsoft Excel for data reporting and tracking
- Used data to identify trends in order to assist case managers and advocate for changes across the entire business unit
- Triaged survivor services email inbox with over 100+ emails a day
- Maintained personal basket of cases along with operations responsibilities
Survivor Services Interim Team Lead
Fidelity Investments
Westlake, Texas
12.2023 - 03.2024
- Led a team of 15+ case managers as interim team lead
- Coached case managers across various mediums (written, virtual, and in-person)
- Provided chat support for case managers to assist with questions as a subject matter expert
- Led several team meetings every week
- Attended client meetings for large strategic clients, such as Boeing, to aid in their implementation process into Survivor Services
- Completed in-depth case evaluations for associates
Survivor Services Case Manager
Fidelity Investments
Westlake, Texas
05.2022 - 08.2023
- Assisted families of deceased participants in the transfer of benefits into the beneficiary's account
- Prioritized daily agenda to work through a large number of cases effectively and efficiently
- Hand-selected to work with specialty clients (FMR and Boeing) within two months as a new case manager
- Served as a pod leader on two different teams to oversee and coach other case managers on best practices
- Led after-hours workshop training for other case managers
- Presented training to DC and TEM phone teams on death processing product knowledge and served as representative to the SSU Case Manager role
- Served as mentor for new hire training class
Financial Customer Associate
Fidelity Investments
Westlake, Texas
09.2021 - 05.2022
- Interfaced with participants to provide solutions and assist with the management of their 401k and pension plans
- Maintained high stats with no errors or safeguards
- Served as peer guide and subject matter expert for new hire 401k onboarding classes at Fidelity
- Received quarterly MVP award from management
Human Resources Internship
Nexstar Media Group
Irving, Texas
12.2019 - 03.2020
- Fulfilled administrative role for the executive team, including schedule management, research, meeting planning, and execution (employee orientations)
- Assisted in the launch of the company's Diversity & Inclusion initiative
Education
Bachelor of Arts - Business Administration
Arizona State University
Tempe, AZSkills
- Exceptional communication
- Excel
- Data Analytics
- Reporting & PSW
- Detail-oriented
- Project management
- Problem-solving
- Client management
- Time management
- Strong organization
Volunteer Experience
Fort Worth Chorale Choir President - April 2023 – Current
· Serves as choir president for the longest-running non-profit professional choir in the state of Texas
· Maintains professional leadership with members from a variety of backgrounds & demographics
· Organizes and coordinates various projects and events throughout the concert season
· Attends board meetings and volunteers for committee work to fulfill the mission statement of the chorale
· Ensures good communication with the ensemble as instructed by the artistic director
Timeline
Senior Client Service Administrator
Fidelity Investments
04.2024 - Current
Survivor Services Interim Team Lead
Fidelity Investments
12.2023 - 03.2024
Survivor Services Operations Team
Fidelity Investments
08.2023 - 04.2024
Survivor Services Case Manager
Fidelity Investments
05.2022 - 08.2023
Financial Customer Associate
Fidelity Investments
09.2021 - 05.2022
Human Resources Internship
Nexstar Media Group
12.2019 - 03.2020
Bachelor of Arts - Business Administration
Arizona State University
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