Joanna Lucas
Keller
Summary
Client services manager with a strong history of achieving high client satisfaction and effectively advocating for client needs. Skilled in issue resolution and fostering collaboration across departments to deliver impactful solutions. Accomplished Client Services Manager with a proven track record in driving client satisfaction, issue resolution, and operational support. Expertise in fostering strong communication between clients and internal teams to achieve business objectives.
Overview
19
19
years of professional experience
Work History
Client Services Manager
Fidelity Investments
Westlake
07.2007 - Current
- directed issue resolution efforts, sustaining elevated service quality levels.
- Maintained client relationships by partnering with internal teams to understand client goals and objectives.
- Resolved escalated customer service issues promptly.
- Established clear communication channels between customers and internal teams.
- Collaborated with other departments to resolve complex customer issues.
- Ensured compliance with company policies and procedures when dealing with customers.
Education
Woodbridge High School
Woodbridge, VA05-1987
Skills
- Series 7 licensed
- Experienced in TOA, New Accounts, Money Movement and Alternative Investment
- Achieved business unit goals which include, maintaining high client satisfaction scores, influencing the firms to embrace new tools and technology, identifying training opportunities, and ensuring that the firms critical metrics are met
- I was primary point of contact for all service and operational needs for the firms in their book
- I supported operations team who process forms submitted to Fidelity
- I also partnered with Client Service Representatives (CSRs) who assist with NIGO’s, emails and backup the phones
- I was responsible for handling inbound call volumes, supervising email & NIGO volumes, coordinating with internal business partners, and advocating for your clients on advanced issues
- My goals include, maintaining high client satisfaction scores, influencing our unit's firms to embrace new tools and technology, identifying training opportunities, and ensuring that your firms critical metrics are met
Timeline
Client Services Manager
Fidelity Investments
07.2007 - Current
Woodbridge High School