Emily Lowe
Senior Service Specialist
Alton,IL
Summary
Dedicated associate with 7+ years of experience in providing exceptional client service. Skilled in problem solving, active listening, and building strong relationships. Seeking opportunities to grow my impact and develop into a more specialized associate.
Overview
8
8
years of professional experience
Work History
Senior Annuity Service Specialist
Edward Jones
02.2023 - Current
- Executes assist line and ABS calls and coach other associates and branch teams on handling complex situations
- Collaborate with team members to develop new strategies for improving service quality and efficiency.
- Identify opportunities within the service delivery process, implementing changes that led to improve experience for both customers and employees.
- Consistently met or exceeded performance metrics related to service quality, handle time, and customer satisfaction scores.
- Led training sessions for newly hired associates on best practices and tools.
- Supported Relationship Managers in managing high-volume caseloads by processing requests, resolving service inquiries, and ensuring timely completion of case-related activities.
Cash Service Specialist
Edward Jones
02.2022 - 02.2023
- Gained and retained knowledge of complex topics, internal systems, and product features.
- Addressed and resolved service-related issues promptly and professionally.
- Delivered exceptional customer service by promptly addressing inquiries and resolving issues.
- Managed escalated customer concerns with professionalism, resulting in improved relationships
Shift Leader
Bell American Group LLC
02.2018 - 02.2022
- Provided training and leadership to the team to boost performance and team camaraderie
- Oversaw team by actively communicating information, solving issues and delivering feedback.
- Maintained clean and well-organized production areas to avoid violations, hazards, or inefficient layouts.
- Resolved customer complaints and issues to maintain customer satisfaction by addressing problems head-on, offering thoughtful solutions, and implementing appropriate corrective actions.
Education
Alton High School
Alton, ILTimeline
Senior Annuity Service Specialist
Edward Jones
02.2023 - Current
Cash Service Specialist
Edward Jones
02.2022 - 02.2023
Shift Leader
Bell American Group LLC
02.2018 - 02.2022
Alton High School