Imelda Bernal
Union,KY
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Financial Associate- Multi Product
Fidelity Investments
Covington, KY
08.2022 - Current
- Developed customer relationships through active listening and problem solving skills.
- Assisted customers with inquiries, troubleshooting and resolutions for their account-related issues.
- Educated customers about company procedures, products, services.
- Immediately upskilled from training to take on pension
Financial Associate
Fidelity Investments
05.2022 - 08.2022
- Helped customers with concerns about financial products or services.
- Updated customer accounts, addresses and contact information within call management databases.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Answered incoming calls from customers and provided assistance with product inquiries and other customer service related issues.
Customer Relationship Advocate
Fidelity Investments
01.2022 - 05.2022
- Assisted clients gaining access online
- Clarified their needs to best redirect them to the correct department
- Helped change the client's information either online or over the phone
- Assisted clients with resetting passwords
- Greeted all clients and provided the most excellent care to ensure that all clients receive the best customer service.
Enrollment Specialist
Big Brothers Big Sisters
Richmond, VA
06.2019 - 01.2022
- Conducted reference checks and developed eligibility evaluations for volunteers and families
- Interviewed up to 10 volunteers per week and go over the organization's policies and requirements for the organization
- Assisted the enrollment team meet the organization's yearly quota of match relationships between Bigs and Littles.
- Worked closely with Board Members to ensure alignment between strategic objectives set forth by Board Members and actual outcomes achieved by nonprofit staff.
Intake Specialist
Commonwealth Law Group
Richmond, VA
02.2020 - 12.2021
- Evaluation of prospective client's claim, processed explanation, answering questions, and signing up new clients
- Entered data into and managed litigation databases and Excel spreadsheets.
- Trained staff on office procedures and case-specific duties.
- Maintained contract database with relevant information for categorization and easy access.
- Assisted the CLG team communicate with Spanish speaking clients.
Education
Bachelor's Degree - Double Major in International Studies and Political Science
Virginia Commonwealth University
12-2018
Skills
- Attention to Detail
- Managing Databases
- Proofreading Documents
- Verbal Communication
- Working Independently
- Microsoft Word
- Sales Force
- Matchforce
- Customer Rapport
- Smart Advocate
Certification
- SIE License
Affiliations
- Part of the Engagement Committee for the pension department and Planning Party Committee for my team.
Accomplishments
- Q3 2023 Rising Star winner.
Timeline
Financial Associate- Multi Product
Fidelity Investments
08.2022 - Current
Financial Associate
Fidelity Investments
05.2022 - 08.2022
Customer Relationship Advocate
Fidelity Investments
01.2022 - 05.2022
Intake Specialist
Commonwealth Law Group
02.2020 - 12.2021
Enrollment Specialist
Big Brothers Big Sisters
06.2019 - 01.2022
Bachelor's Degree - Double Major in International Studies and Political Science
Virginia Commonwealth University
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