Herb Holder
Fishers,United States
Summary
Personable and dedicated Customer Service Representative with extensive experience in financial industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
27
27
years of professional experience
Work History
Client Service Representative
Capital Group
Carmel, IN
11.2022 - Current
- Adhered to all applicable laws and regulations while performing job duties.
- Reviewed and resolved client concerns and issues, researching relevant details and clearly communicating solutions.
- Assisted customers with product information and pricing.
- Verified accuracy of data entered into company systems.
- Created detailed notes in customer profiles to keep track of conversations and requests.
- Identified opportunities for process improvements within the organization's customer service department.
- Researched solutions using available resources including internal databases and external sources.
Member Service Representative
FORUM Credit Union
Fishers, Indiana
11.2021 - Current
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Helped members resolve account problems and navigate internal systems to handle routine needs.
- Offered exceptional customer service to differentiate and promote company brand.
- Initiated and led conversations to identify and assess member needs.
- Presented and explained services and products to meet member needs.
- Enhanced member relationships by providing excellent service during each interaction.
- Consulted with customers regarding needs and addressed concerns.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Handled client inquiries with exceptional professionalism and enthusiasm.
- Informed customers about product lines and services offered by company.
- Upsold products and services to address customer needs and maximize sales.
- Consistently met service team sales targets and call handling quotas consistently.
Licensed Claims Adjuster
SITEL Worldwide
Indianapolis, IN
01.2021 - 08.2021
- Conducted interviews, gathered detailed information and completed recorded statements from members.
- Completed required investigations on referred files within established timeframes.
- Analyzed first reports of loss and underlying file material to determine if claim was suspect.
- Obtained relevant evidence and information regarding suspicious claims.
- Attended several anti-fraud training courses, client SIU training and industry seminars.
Registered Financial Representative
Charles Schwab
Indianapolis, IN
10.1997 - 11.2015
- Consulted with clients, witnesses and legal professionals to define and document case details.
- Observed privacy laws to prevent breaches and protect data.
- Liaised with multiple departments to facilitate responsive documents and document retention.
- Processed all assigned cases according to company and client service level agreements.
- Initiated and responded to claims, gathered and presented evidence and counseled clients.
- Drafted correspondence, documented data and submitted materials to appropriate parties.
- Responded to client calls and inquiries to deliver applicable information.
New Hire Training Facilitator
Charles Schwab
Indianapolis, IN
- Collaborated with management to assess current needs, trends and deficiencies in order to develop targeted training programs.
- Assessed students prior to classes, during instruction and at end of each course.
- Worked closely with employees after training to check on progress and provide further instruction.
- Supported onboarding of new employees by hosting orientation sessions.
- Evaluated effectiveness of training programs and recommended improvements to upper management.
- Researched and incorporated new training methods, tools and resources to offer updated, quality training content.
Customer Service Representative
Charles Schwab
Indianapolis, IN
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Documented conversations with customers to track requests, problems and solutions.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Upheld strict quality control policies and procedures during customer interactions.
- Secured client retention by driving service and product benefits, features and recommendations around clients' needs.
- Assessed customer needs and upsold products and services to maximize sales.
Education
High School Diploma -
North Central High School
Indianapolis, INSome College (No Degree) -
Indiana University - Purdue University Indianapolis
Indianapolis, INSkills
- Customer support
- Call Center Operations
- Inbound and Outbound Calling
- Financial regulations knowledge
- Credit card payment processing
- Cross-functional collaboration
- Conflict mediation
Timeline
Client Service Representative
Capital Group
11.2022 - Current
Member Service Representative
FORUM Credit Union
11.2021 - Current
Licensed Claims Adjuster
SITEL Worldwide
01.2021 - 08.2021
Registered Financial Representative
Charles Schwab
10.1997 - 11.2015
New Hire Training Facilitator
Charles Schwab
Customer Service Representative
Charles Schwab
High School Diploma -
North Central High School
Some College (No Degree) -
Indiana University - Purdue University Indianapolis
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