Hervarene Abigail Pusey
Wichita Falls,TX
Summary
Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
U.S. Bank
01.2022 - Current
- Answer incoming calls and assist customers with questions and concerns related to their credit card accounts
- Process and respond to U.S
- Bank customer inquiries utilizing multiple systems to provide information on accounts while answering every call with professionalism and accuracy
- Properly diagnose customer needs and proactively educate them about the features and benefits of U.S
- Bank products and services
- Demonstrate a genuine interest in customers and ask questions to resolve the customers concern while understanding how U.S
- Bank can help meet their financial needs
- Present options to customers about ways to make their banking easy and convenient, while ensuring the needs of the customer always come first
- De-escalate situations involving dissatisfied customers, offering patient assistance and support
- Guide customers through troubleshooting, navigating the company website/mobile app or using the products or service using digital tools
- Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
04.2018 - 01.2022
- Fulltime parent
- Immigrated to the US and then took time away from professional career to raise young child and manage the household
Client Relationship Officer
Intertrust Cayman Limited
11.2017 - 04.2018
- Administer portfolio of companies and partnerships from formation to closure in accordance with company policy and other responsibilities as required by management
Administrator
Harneys Services, Cayman
01.2017 - 11.2017
- Administer a portfolio of clients and their current constitutional documents the minute book and the registers
- Handle queries from clients and managers directly
- Communicate with the compliance team in relation to the necessary due diligence requirements
- Coordinate with the lawyers and other government entities
Administrator
Elian Fiduciary Services (Cayman) Limited
08.2014 - 12.2016
- Assist in the management of a varied portfolio of companies and trusts in accordance with the
- Maintain a strong relationship with our Asian office to be service our Asian clients
- Prepare draft minutes and resolutions for companies and trusts as required and submit statutory returns
- Maintain bank statement, doc perm and safe custody duplication and protector consent records
- Manage and update client statutory records and statutory database/register
- Assist in opening of bank accounts
- Assist in the incorporation of Jersey/Guernsey and other companies in line with internal
- Procedures (also including name applications)
- Provide the highest standards of confidentiality and security in terms of client affairs and papers
- To ensure that all work is conducted in accordance with Group/Firm internal procedures and that compliance with the Firm’s professional conduct, quality and ethical standards
Pensions Administrator
Fidelity Bank (Cayman) Ltd
06.2012 - 08.2014
- Provide professional, accurate verbal and written information to members and employers, about the Fidelity Pension Plan
- Process monthly pension contributions, update monthly contribution, reconcile accounts to general ledger daily and allocate payments
- Prepare and process terminations and/or transfers on the pension system
- Ensure all enrollment applications are completed
- Prepare and distribute welcome packages to new members of the pension plan
- Update member’s data in the system accurately as required
Client Portal Assistant
Intertrust Cayman Ltd
02.2012 - 06.2012
- Review documents
- Updating the documents in the portal for client access
Administrative Assistant/ Corporate Administrator
CIBC Bank and Trust, Cayman
06.2008 - 11.2011
- Manage the statutory registers
- Monitoring changes in share ownership
- Ensuring that the company files statutory information promptly
- Keeping and arranging the copies of all resolutions of members and more
- Providing the notice of the general and/or extraordinary meetings
- Sending forms and resolutions to the Companies House and HMRC
- Supplying a copy of the annual return to every member of a company
- The preparation of submission of the Annual Returns
- Preparing minutes of annual general meetings
Representative
Butterfield Bank (Cayman) Limited
06.2005 - 12.2006
- Wire Transfers
- Drafts/ Money orders
- Daily transactions (deposits, withdrawals and cheque processing)
- Skills
- MS Office
- Penad (Pension database)
- Phoenix (Banking system)
- Elite (Invoice billing)
- Navision (updating client records and information)
- Viewpoint (client database/ invoice billing)
- Casper (Credit Card database)
- Falcon (Fraud Claims Database)
Education
BSc - Business Management
University College of the Cayman Islands
AA - Accounting
University College of the Cayman Islands
Skills
Communication
Time Management
Teamwork
Organization
Attention to Detail
Customer Service
Timeline
Customer Service Representative
U.S. Bank
01.2022 - Current
04.2018 - 01.2022
Client Relationship Officer
Intertrust Cayman Limited
11.2017 - 04.2018
Administrator
Harneys Services, Cayman
01.2017 - 11.2017
Administrator
Elian Fiduciary Services (Cayman) Limited
08.2014 - 12.2016
Pensions Administrator
Fidelity Bank (Cayman) Ltd
06.2012 - 08.2014
Client Portal Assistant
Intertrust Cayman Ltd
02.2012 - 06.2012
Administrative Assistant/ Corporate Administrator
CIBC Bank and Trust, Cayman
06.2008 - 11.2011
Representative
Butterfield Bank (Cayman) Limited
06.2005 - 12.2006
BSc - Business Management
University College of the Cayman Islands
AA - Accounting
University College of the Cayman Islands