Cynthia Hancock
Frisco
Summary
Dynamic Financial Services Consultant with a proven track record at TIAA, excelling in customer service and strategic problem-solving. Adept at navigating complex regulatory environments while maintaining client confidentiality. Recognized for enhancing client satisfaction through tailored solutions and effective communication, ensuring compliance and fostering long-term relationships.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Financial Services Consultant
TIAA
07.2025 - Current
- Obtained Series 63 and Insurance Licenses, building on existing SIE and Series 6 credentials.
- Completed two months of extensive training on company products and systems, enhancing product knowledge.
- Leveraged prior experience with retirement annuities to effectively learn TIAA's diverse product offerings and regulatory environment.
Customer Care Representative
Transamerica Annuities
06.2022 - 04.2025
- Manage high call volumes and respond promptly to both written and verbal inquiries, maintaining high levels of service, accuracy, and performance metrics.
- Communicate clearly and professionally with customers, peers, and leadership across multiple channels (phone, email, chat), ensuring that all interactions are handled with care, urgency, and accuracy.
- Delivered personalized service to high-priority clients and agents, addressing unique concerns with tailored solutions to strengthen long-term relationships.
- Leverage product expertise to provide tailored support and guidance that aligns with each client's specific needs.
- Educate clients on self-service tools, enhancing usage and reducing support inquiries through proactive client training on knowledge bases and automated systems.
- Provided initial support for service requests, handling complex cases and maintaining product documentation accuracy while resolving client inquiries.
- Mitigate risks in real time, identify potential compliance or security issues swiftly, and escalate critical concerns to the Supervisor.
- Collaborated with internal teams and vendor partners to escalate and resolve complex issues, facilitating smooth service delivery and enhancing client satisfaction.
Call Center Customer Service
State Farm
05.2015 - 12.2021
- Ensures a positive and exemplary experience with all customers by focusing on customer satisfaction and resolution.
- Resolved routine inquiries, complaints, and concerns through inbound phone calls, emails, and electronic requests, enhancing customer satisfaction.
- Provides accurate, valid and complete information to customers by using the right methods and tools.
- Maintained a composed and professional demeanor while calming upset customers, fostering a positive interaction.
- Works collaboratively with other departments to ensure callers' needs are met.
- Identifies and escalates priority issues for resolution.
- Documented all customer contacts and processed various documents accurately, ensuring efficient service delivery.
Education
BA - Family and Consumer Sciences
Sam Houston State University
Skills
- Customer Service
- Client confidentiality
- Customer insight
- Strategic Thinking
- Problem-solving
- Organization
- Time management
- Team collaboration
- Communication
- Strategic thinking
Websites
Certification
- Series 6 and SIE, 10/15
- Life Insurance Certification, 09/25
- Series 63, 10/25
Timeline
Financial Services Consultant
TIAA
07.2025 - Current
Customer Care Representative
Transamerica Annuities
06.2022 - 04.2025
Call Center Customer Service
State Farm
05.2015 - 12.2021
BA - Family and Consumer Sciences
Sam Houston State University