Jennifer KillKelley
Boxford,MA
Summary
Dynamic financial customer representative with a proven track record at Fidelity Investments, excelling in customer service excellence and problem-solving. Recognized for enhancing team performance through effective coaching and de-escalation strategies, consistently delivering exceptional client satisfaction while maintaining strict confidentiality and adherence to regulatory standards.
Personable and positive individual with good communication skills and natural ability to connect with people. Possesses strong problem-solving abilities and deep understanding of customer service principles, combined with ability to adapt quickly to new technologies. Committed to providing exceptional customer experiences and ensuring satisfaction in every interaction.
Overview
4
4
years of professional experience
Work History
Team Lead
Fidelity Investments
04.2024 - Current
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Enhanced team performance by developing and implementing effective coaching strategies.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
Multi-product Customer Service Representative
Fidelity Investments
02.2022 - 04.2024
- Implemented feedback from regular evaluations to improve personal performance and contribute positively to the team''s collective growth.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
- Achieved high-quality service by adhering to company policies and procedures during each interaction.
Financial Customer Service Representative
Fidelity Investments
03.2021 - 02.2022
- Maintained strict confidentiality when handling sensitive client data, adhering to regulatory requirements and company policies at all times.
- Enhanced customer satisfaction by promptly addressing financial inquiries and resolving issues.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Bachelors In Business Administration -
University of Massachusetts - Lowell
05.2022
Skills
- Customer service excellence
- De-escalation
- Call handling
- Customer service
- Building rapport
- Problem-solving
- Critical thinking
- Adaptability and flexibility
Timeline
Team Lead
Fidelity Investments
04.2024 - Current
Multi-product Customer Service Representative
Fidelity Investments
02.2022 - 04.2024
Financial Customer Service Representative
Fidelity Investments
03.2021 - 02.2022
Bachelors In Business Administration -
University of Massachusetts - Lowell
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