Katie Harnois
Coventry,RI
Summary
Motivated Senior Client Service Representative in the Research and Resolution department with proven administrative, problem-solving and customer relations skills. Collaborative and driven with clear focus on putting clients first and supporting team needs. Exceeded established service goals while leveraging customer service, sales and employee management best practices. Well-organized, flexible, and computer-savvy.
Overview
23
23
years of professional experience
Work History
Senior Client Services Specialist
Fidelity Investments
Smithfield , RI
08.2007 - Current
- Collaborated with internal teams to develop strategies for responding to customer needs.
- Coordinated with other departments to ensure efficient client service delivery.
- Trained new staff members on company policies, procedures, products and services.
- Identified opportunities for process improvements within the client service department.
- Provided guidance on best practices for resolving complex customer issues quickly.
- Managed incoming calls and emails from clients seeking support or information.
- Resolved customer inquiries in a timely manner, while maintaining high customer satisfaction ratings.
- Analyzed data trends from customer interactions to identify areas for improvement in service quality.
- Investigated and independently resolved customer complaints to boost satisfaction.
- Managed and updated physical and digital client account information to keep records accurate and current.
- Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
- Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues.
- Maintained client relationships and listened to needs and pain points to provide strategic internal feedback.
- Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.
- Followed up with customers through calls and emails to proactively resolve issues and maintain satisfaction.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Server
Applebee's Neighborhood Bar & Grill
Smithfield, RI
03.2002 - 06.2008
- Ensured that each guest was served courteously, quickly, and efficiently.
- Communicated effectively with kitchen staff regarding customer allergies or special requests.
- Responded efficiently to guest inquiries and complaints in a professional manner.
Office Assistant
Edwards Angell Palmer & Dodge, LLP
Providence, RI
06.2001 - 03.2005
- Organized office operations and procedures, such as managing calendars, scheduling appointments, preparing reports and maintaining records.
- Provided administrative support to staff members, including copying and scanning documents, filing paperwork, and ordering supplies.
- Greeted visitors, determined their needs and directed them to the appropriate personnel.
- Provided administrative support to multiple departments as needed.
Education
Some College (No Degree) - Liberal Arts and General Studies
Fitchburg State University
Fitchburg, MA01-2001
High School Diploma -
Mount St. Charles Academy
Woonsocket, RI06-2000
Skills
- Excellent Communication
- Reliability
- Problem-solving abilities
- Decision-Making
- Organizational Skills
- Adaptability and Flexibility
- Self Motivation
- Continuous Improvement
- Client Support
- Complaint Handling
- Client Relationship Building
Timeline
Senior Client Services Specialist
Fidelity Investments
08.2007 - Current
Server
Applebee's Neighborhood Bar & Grill
03.2002 - 06.2008
Office Assistant
Edwards Angell Palmer & Dodge, LLP
06.2001 - 03.2005
Some College (No Degree) - Liberal Arts and General Studies
Fitchburg State University
High School Diploma -
Mount St. Charles Academy
Similar Profiles
MICHAEL O'BRIENMICHAEL O'BRIEN
FIDELITY CLIENT SERVICES REPRESENTATIVE at Fidelity Investments - Fidelity Institutional (Fidelity Advisor Funds)FIDELITY CLIENT SERVICES REPRESENTATIVE at Fidelity Investments - Fidelity Institutional (Fidelity Advisor Funds)
Casie CadwalladerCasie Cadwallader
Premium Client Experience Account Manager at Fidelity Charitable – Fidelity InvestmentsPremium Client Experience Account Manager at Fidelity Charitable – Fidelity Investments
Rashad IngramRashad Ingram
IT Support Specialist at Fidelity InvestmentsIT Support Specialist at Fidelity Investments
Dee JonesDee Jones
Workplace Planning Consultant II at Fidelity InvestmentsWorkplace Planning Consultant II at Fidelity Investments
Neil BenjaminNeil Benjamin
Deli Crew Member at Daves Market PlaceDeli Crew Member at Daves Market Place