Summary
Overview
Work History
Education
Skills
Timeline
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Haquifa Pruitt Baez

Sound Beach,NY

Summary

Dynamic professional with extensive experience in client service and support. Proven ability to facilitate cross-department collaboration and resolve complex client issues efficiently. Committed to enhancing service delivery through effective communication and problem-solving strategies. Results-driven Senior Client Service Representative with a strong background in client relationship management and service delivery coordination. Expertise in data analysis and mentoring team members to enhance customer experience and satisfaction.

Overview

20
20
years of professional experience

Work History

Senior Client Service Representative

J P Morgan Chase
Brooklyn, New York
11.2005 - Current
  • Managed client inquiries to ensure timely and accurate responses.
  • Coordinated communication between clients and internal teams for seamless service delivery.
  • Developed training materials to enhance team knowledge on product offerings.
  • Analyzed client feedback to identify areas for service improvement.
  • Assisted clients with account management and transaction processing tasks.
  • Facilitated cross-department collaboration to resolve complex client issues efficiently.
  • Mentored junior representatives in best practices for client engagement strategies.
  • Maintained up-to-date knowledge of financial products and market trends for informed support.
  • Developed and maintained relationships with clients to ensure customer satisfaction.
  • Analyzed customer feedback to identify areas of improvement in service delivery processes.
  • Created detailed reports on customer interactions for management review.
  • Developed training materials for new employees on customer service policies and procedures.
  • Managed escalated customer complaints and resolved complex problems quickly.
  • Created presentations on best practices for providing excellent customer service experiences.
  • Developed and maintained strong relationships with customers through regular follow-up communication.
  • Coordinated client meetings, prepared agendas, and documented meeting notes.
  • Prepared accurate reports related to customer service activities for management review.
  • Personalized client experience, identifying unique needs and providing information and services to match.
  • Followed up with customers through calls and emails to proactively resolve issues and maintain satisfaction.
  • Presented and explained fees, clearly clarifying invoices and company policies.
  • Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Supported sales team members to drive growth and development.
  • Updated databases with new and modified customer data.
  • Promoted available products and services to customers during service, account management and order calls.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
  • Led on- and off-site customer support teams across multiple time zones.

Education

Associate of Arts - Liberal Arts And Sciences

SUNY FARMINGDALE
NY
01-2000

Skills

  • Client relationship management
  • Service delivery coordination
  • Data analysis
  • Reporting and documentation
  • Financial products knowledge
  • Customer experience enhancement
  • Training material development
  • Client retention strategies
  • Effective communication
  • Team mentoring
  • Cross-department collaboration

Timeline

Senior Client Service Representative

J P Morgan Chase
11.2005 - Current

Associate of Arts - Liberal Arts And Sciences

SUNY FARMINGDALE

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