KaTonya Hill
Lancaster,Texas
Summary
Hardworking, multitasking individual with excellent written and oral communication skills; Adaptable and familiar with Microsoft products. Exceptional in identifying errors and rectifying them. An experienced Workflow Coordinator/Senior Securities Analyst/Client Service Representative/Subject Matter Expert in Global Operations, with success in managing and mitigating risk, performing due diligence, appropriate management of time sensitive and personal data. Proficient in resolving complex issues. Exceptional communication and interpersonal skills with the ability to develop strong customer/client relationships. Proven success in resolving customer issues in a timely and efficient manner. Over 25 years of experience as a Client Service Representative/Coordinator in a fastpaced client focused environment.
Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
27
27
years of professional experience
Work History
Client Service Rep/Workflow Coordinator
BNY Mellon
Dallas, USA
2006.12 - Current
- Company Overview: Securities compliance professional with over twenty-five years of broad-based experience Corporate Trust Operations
- Communicate with diverse [teams/clients], build rapport and long-term relationships, and achieve [client/customer satisfaction metric]
- Develop and maintain relationships with existing clients, ensuring their satisfaction with services and products
- Provide exceptional client service to clients through a deep knowledge of products and services, respond to inquiries and resolve customer complaints
- First point of contact for escalated matters
- Manage customer inquiries via phone, email, and webbased systems
- Maintain accurate records and documentation of customer accounts and interactions
- Securities compliance professional with over twenty-five years of broad-based experience Corporate Trust Operations
- Verified accuracy of data entered into company systems.
- Developed strong relationships with customers through friendly interactions and problem-solving abilities.
- Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
- Reviewed and resolved client concerns and issues, researching relevant details and clearly communicating solutions.
- Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.
- Promoted client satisfaction by working with operational teams in proper resolution of service issues.
- Maintained client relationships and listened to needs and pain points to provide strategic internal feedback.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Mentored junior team members and managed employee relationships.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Led on- and off-site customer support teams across multiple time zones.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Monitored daily tasks to identify areas of improvement.
- Assessed customer feedback data to determine potential workflow enhancements.
- Managed daily activities of junior staff members assigned to support workflow initiatives.
Junior Operations Analyst
JPMorgan Chase & Co
Dallas, USA
1998.05 - 2006.12
- Developed and maintained standard operating procedures for the department
- Assisted team members in problem solving and decision making
- Assisted with operational projects and tasks as needed
- Collaborated with cross-functional teams to identify process improvement opportunities.
- Reviewed customer feedback surveys and identified opportunities for enhancing customer experience.
- Developed training materials for staff members on operational procedures.
Education
High School Diploma -
Business and Management Center
Dallas, TXSkills
- Communication skills
- Microsoft word
- Leadership
- Time management
- Customer service
- Computer literacy
- Documentation review
- Detailed Oriented
- Due Diligence
- Client/Customer Focus
- Client Services
- Written/Oral Communication
- Client Satisfaction
- Confidentiality
- Conflict Resolution
- Account management
- Client support
- System documentation
- Customer focus
- Client relations
- Meeting deadlines
- Escalation management
- Complaint handling
- Follow-up skills
Hobbies and Interests
- Beginner Writer
- Volunteering
Awards
- Above and Beyond
- WOW Awards
Languages
English
Timeline
Client Service Rep/Workflow Coordinator
BNY Mellon
2006.12 - Current
Junior Operations Analyst
JPMorgan Chase & Co
1998.05 - 2006.12
High School Diploma -
Business and Management Center