Katheen Holland
Collegeville,PA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Financial industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Passion for developing relationships and cultivating partnerships to increase profitability and drive business results.
Client service professional with strong background in fostering positive client relationships and resolving complex issues efficiently. Adept at collaborating with team members to meet and exceed client expectations while adapting to evolving needs. Skilled in communication, problem-solving, and delivering high-quality results consistently. Known for reliability and proactive approach to ensuring client satisfaction and team success.
Overview
25
25
years of professional experience
Work History
Client Service Professional
SEI
Oaks, PA
08.2023 - Current
- Delivered exceptional client support through effective communication and issue resolution.
- Developed strong client relationships by understanding needs and providing tailored solutions.
- Implemented process improvements to enhance service efficiency and client satisfaction.
- Coordinated cross-functional teams to address client inquiries and streamline workflow.
- Trained junior staff on best practices for client interaction and service delivery.
- Streamlined internal processes for improved efficiency in servicing client accounts.
- Responded to customer questions via phone, email, and in-person.
- Implemented best practices in customer service management, resulting in increased client satisfaction scores.
- Maintained detailed records of client interactions, facilitating seamless communication between team members and clients.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Collaborated with other departments to develop ways to increase customer satisfaction.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Cross-trained and backed up other customer service managers.
Leveraged Operations Analyst III
SEI Private Trust Co
Oaks, PA
01.2018 - 07.2023
- Income Collections Team
- Promoted superior experience by addressing client concerns, demonstrating empathy and resolving problems swiftly.
- Meet SLAs, internal and external regulatory standards.
- Trained new and existing team members regarding company operations procedures, policies and services.
- Responded proactively and positively to rapid change.
- Supported Supervisor and associated team members to maintain daily operational standards
- Process Interest, Dividend, DRIP, P&I CMO, GNMA, Suspense
- Update Daily Checklist for team
- GlobeTax Forecasting, Election, and suspense
- GlobeTax - Created plan during pandemic to move from paper to paperless functionality, in addition tracking system, and electronic version of all necessary paperwork required.
Corporate Actions Analyst
SEI Private Trust Co
Oaks, PA
10.2013 - 12.2017
- Interacting with internal and external clients, as well as teammates, via telephone, in written correspondence and in person, professional manner
- Preparing and processing error-free transactions accurately and in timely manner, according to instructions and according to company procedure
- Maintaining and updating data as needed and producing reports as required
- Performed researching and resolving issues
- Adhering to client specific SLA's
Analyst Free Asset Movement
SEI Private Trust Co
Oaks, PA
06.2013 - 10.2013
- Received and prioritized account transfer documentation and directives received from clients
- Performed effective follow-up contact points with clients to validate transfer paperwork has been received in good order, and that requested transfers were proceeding successfully
- Protected operations by keeping financial information confidential
Assistant Store Manager
TD Bank
Whitpain, PA
07.2001 - 09.2012
- Managed 10-15 employees
- Developed and implemented strategies for top-tier customer service.
- Assisted customers with banking transactions, identified and serviced customer needs and resolved issues.
- Assisted with complex transactions using overrides and functions requiring additional authorization levels.
- Represented bank to community through good customer relations.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent and skill set.
- Monitored performance and completed performance appraisals for reports.
- Collaborated with bank manager and teller supervisor on scheduling, hiring decisions and monthly audits.
- Observed, coached and developed bankers in support of reaching performance objectives.
- Assessed employee performance and developed improvement plans.
- Maintained scheduling for main branch to keep shifts appropriately staffed.
- Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
- Recommended loan approvals and denials based on customer loan application reviews.
- Reviewed and edited loan agreements to promote efficiency and accuracy.
- Complied with established internal controls and policies.
- Protected company assets with strategic risk management approaches.
Education
Banking And Finance
Commerce University
Mt. Laurel NJ05.2004
High School Diploma - undefined
Perkiomen Valley High School
Collegeville, PA06.1996
Skills
- Client relationships
- Client needs assessment
- Client retention strategies
- Account management
- Microsoft office
- Relationship building
- Teamwork skills
- Self motivation
- Product knowledge
- Analytical thinking
- Account reconciliation
- Money handling
Timeline
Client Service Professional
SEI
08.2023 - Current
Leveraged Operations Analyst III
SEI Private Trust Co
01.2018 - 07.2023
Corporate Actions Analyst
SEI Private Trust Co
10.2013 - 12.2017
Analyst Free Asset Movement
SEI Private Trust Co
06.2013 - 10.2013
Assistant Store Manager
TD Bank
07.2001 - 09.2012
High School Diploma - undefined
Perkiomen Valley High School
Banking And Finance
Commerce University