Julie Pagan
Gold Canyon,AZ
Summary
Results-driven Client Experience Professional with a robust background in financial services and customer support, adept at resolving complaints efficiently to enhance customer satisfaction and loyalty. Notable achievements include consistently achieving high satisfaction ratings and reducing client retention rates through effective negotiation and conflict resolution strategies. Core competencies include active listening, empathy, and first-call resolution techniques. Aiming to leverage these skills to further improve client relations and contribute to organizational success.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Client Experience Manager
Morgan Stanley
Gilbert, AZ
06.2024 - Current
- Providing coaching and guidance to team members regarding best practices for delivering exceptional customer experiences.
- Maintain accurate records of all interactions with clients, including call logs, work orders, and follow-up communications.
- Follows financial service policies and procedures to ensure a consistent and high-quality customer experience.
- Achieved certification in FINRA SIE, Series 7, and Series 63.
Remote Customer Experience Champion
Verizon
Gold Canyon, USA
04.2015 - 02.2024
- I pioneered the Home-Based Agent team in April 2015, driving a 15% increase in satisfaction scores.
- De-escalating client issues with proven conflict resolution and problem-solving abilities led to my team achieving a top place rank for six consecutive months.
- Maintained high satisfaction scores by consistently resolving issues on the first call, leading my team to 1st place for 12 months in the first call resolution metric.
- Consistently achieved a leading performance rating.
- Delivered client support to a high call volume queue each shift while multitasking by using dual screens to access Slack and Outlook, responding to internal requests and communications, while speaking to clients and recording data using billing software.
- Protected client data while running credit applications to add on lines of service, driving revenue and reducing costs by 4% by eliminating telesales transfers.
- Supported indirect sales agents in resolving issues with credit applications and failed activations, increasing NPS scores by 2 points within retail channels.
- Assisted clients with tier 1 troubleshooting and technical support to resolve device issues, reducing the call transfer rate by 6%.
- Corresponded with credit operations for unapproved credit applications, and provided clients with resolution by following up to ensure approval, reducing repeat calls to credit operations by 3.5%.
- Earned a save badge due to my success in saving clients in May 2022.
- Maintained a dedicated, quiet workspace with high-speed, wired internet to protect client data.
- Developed strong skills working independently, while perfecting time management with minimal supervision.
- Developed financial services skills, handled payment arrangements for suspension suppression, and reduced call transfer rate below 2%.
Customer Care Coordinator
Verizon
Chandler, USA
05.1998 - 04.2015
- Achieved perfect satisfaction scores with knowledgeable and friendly customer service, leading to the top Customer Care Representative award in 2005.
- Remained calm and professional in stressful circumstances, effectively diffused tense situations, leading to positive social media reviews.
- Demonstrated leadership in providing support to trainees by performing side-by-side call reviews and taking info-line calls to ensure accurate information was given to clients, reducing repeat calls in our center by 2% in 2008.
- Selected by customer service management to launch the Customer Resolution Team to take escalated calls and ensure my clients were satisfied by creating out-of-the-box solutions.
- Developed strong client relationships to encourage repeat business, and a 15% reduction in churn rate in 2009.
- De-escalated irate clients by maintaining a calm, friendly demeanor, and reducing tier 2 escalations by 22%.
- Volunteered to train all employees to utilize new technology, respond to questions, and resolve system issues, leading to a smooth rollout.
- Piloted to launch Best Customer and Small Business team to provide world-class service to my clients, reducing churn by 2% in 2000.
Skills
- Efficient and detail-oriented
- Upselling Products and Services
- Calm and professional under pressure
- Courteous, with a strong service mindset
- Building Client Loyalty
- Multitasking and prioritization
- Creative Problem Solving
- Competitive and goal-driven
Websites
Awards
- Legends award achieved in 2017 and 2018 for being within the top 2% of National Customer Care overall performance
- Directors Club awards, 10, top 5% performance metrics
- Top Care Associate, 2005, with perfect quality scores by CEO Lowell McAdam
Certification
- FINRA SIE (T0410042)
- Series 7 (7899333)
- Series 63 (7899333)
Timeline
Client Experience Manager
Morgan Stanley
06.2024 - Current
Remote Customer Experience Champion
Verizon
04.2015 - 02.2024
Customer Care Coordinator
Verizon
05.1998 - 04.2015