Gabrielle Grilo
Warwick
Summary
Personable and dedicated Held Desk Representative with experience in the securities industry. Dedicated team player with upbeat, positive attitude, and proven skill in establishing rapport with clients and colleagues. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic, and results-oriented with demonstrated passion for building relationships. Passionate about teaching and eager to facilitate opportunities for growth that allows others to progress and excel in their careers.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Help Desk Representative
Fidelity Investments
Smithfield
10.2023 - Current
- Ensure compliance with established security policies and procedures.
- Collaborate with CSS I/II/III associates to provide technical assistance and resolve issues over the phone.
- Manage multiple tasks simultaneously in a fast-paced environment.
- Work across business units to resolve complex client issues.
- Maintaine composure and patience while applying de-escalation techniques and positive customer support.
- Conduct 1:1 or small group coachings to review policy and procedures
- Complete Order of a Trade Call Reviews to identify common call trends, areas of strength, and areas of improvement for front line associates.
- Develop presentations for new training materials to review common call topics and best practices.
- Advanced to Help Desk, Tier 2 in January 2025
- Participated in OBTL Leader Loan from January 2025-June 2025
Customer Relationship Advocate
Fidelity Investments
Smithfield
08.2022 - 10.2023
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Call shadowed with onboarding team members to model Core Path procedures and best practices
- Collaborated with colleagues to analyze Key Performance Indicators (KPI's) and establishes criteria for future success.
- Developed and presented content during team meetings in collaboration with colleagues
Elementary School Educator
East Providence School Department
East Providence
08.2018 - 08.2022
- Established and communicated clear learning objectives to foster student progress and academic performance.
- Translated lesson plans into learning experiences and routinely evaluated student progress and comprehension.
- Met with parents to communicate students' progress, achievements, and classroom issues.
- Maintained positive classroom environments by reinforcing rules for behavior and relationship-building actions
- Differentiated instruction in various subjects to achieve educational goals and drive curriculum requirements.
- Analyzed and collected data to monitor teaching effectiveness over the course of the school year.
Education
Bachelor of Science - Elementary Education
Salve Regina University
Newport, RI05.2018
Skills
- Client communication
- Flexible
- Critical thinking
- Multitasking
- Moderate Experience: Microsoft Office
- Working collaboratively
- Efficient and Detail-Oriented
- Call Documentation
- Understanding Customer Needs
- Building Customer Trust and Loyalty
- Calm and Professional Under Pressure
- Data Management
- Multimedia instruction
Affiliations
- Excellence in Action Recipient (Fidelity PI) - Quarter 1 (2023)
- Student Education Association (SEA), Vice-President (2016-18): developed meeting agendas, prepared presentations, organized volunteer opportunities
- SRU Karate Club, Co-President (2017-18)/Coach (2017-2021): Instructed students on weekly basis during trainings; prepared for tournaments and exams; students successfully obtained next ranks at exams and earned medals at regional and national events
- Kappa Delta Pi, International Honor Society in Education: Member
- Delta Epsilon Sigma, National Scholastic Honor Society: Member
Certification
- Series 7 - General Securities Representative License
- Series 63 - Uniform Securities State Law License
- Series 9 - General Securities Sales Supervisor License
- Series 10 - General Securities Sales Supervisor License
Timeline
Help Desk Representative
Fidelity Investments
10.2023 - Current
Customer Relationship Advocate
Fidelity Investments
08.2022 - 10.2023
Elementary School Educator
East Providence School Department
08.2018 - 08.2022
Bachelor of Science - Elementary Education
Salve Regina University