Kristine Owen
Colorado Springs,CO
Summary
Multi-talented Support Specialist effective at managing information, technical concerns and team member support needs with speed and efficiency. Self-directed and knowledgeable with excellent relationship building and critical thinking skills. Bringing six years of experience in financial services
Overview
7
7
years of professional experience
1
1
Certification
Work History
Electronic Support Specialist
Fidelity Investments
Greenwood Village, CO
01.2022 - Current
- Analyzed computer issues, identified root causes, and implemented solutions.
- Troubleshot hardware and software problems on Windows and Mac OS platforms.
- Researched new technologies to improve customer experience and optimize operations.
- Collaborated with internal teams to resolve escalated customer queries quickly.
- Provided prompt and knowledgeable responses to user questions related to hardware and software, enhancing customer satisfaction.
- Maintained up-to-date knowledge of software and technical developments through reading and training.
Account Service Representative
Credit Union of Denver
Lakewood, CO
12.2019 - 04.2022
- Processed customer requests for new services or changes to existing accounts.
- Monitored customer accounts for any discrepancies and took appropriate action as needed.
- Responded promptly to customer inquiries via phone, email, and online chat support systems.
- Ensured compliance with company policies and procedures when handling customer transactions.
- Analyzed trends in customer feedback and reported findings to team leaders.
- Collaborated with other departments to resolve complex customer issues quickly.
- Identified potential fraud cases based on suspicious activity in a customer's account.
- Participated in ongoing training programs designed to stay up-to-date on industry trends.
Customer Relationship Advocate
Fidelity Investments
Greenwood Village, CO
04.2021 - 01.2022
- Assisted with challenging customer inquiries on escalated calls.
- Demonstrated empathy when dealing with difficult or frustrated customers.
- Monitored call queues in order to manage incoming volume levels efficiently.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Defined KPIs related to finance operations and monitored performance against goals.
- Assisted in the processing of IRA contributions, transfers, and distributions.
- Resolved customer inquiries regarding EFT payments and transfers.
- Generated ACH files for processing by financial institutions.
- Processed wire transfers in accordance with established policies and procedures.
Bank Teller
Credit Union of Denver
Lakewood, CO
12.2019 - 04.2021
- Processed customer deposits and withdrawals accurately, balancing cash drawer daily.
- Assisted customers with opening new accounts, ordering checks, and setting up online banking services.
- Cross-sold bank products such as savings accounts and credit cards to existing clients.
- Verified customer signatures on documents and ensured accuracy of all paperwork before submitting for approval.
- Performed cash handling duties including counting currency, coins and checks.
- Balanced teller drawers regularly throughout the day according to established procedures.
- Educated customers about different types of banking services available at the branch.
- Handled large sums of money with accuracy while maintaining appropriate levels of security.
- Reconciled daily sales sheets with actual physical money received from customers or deposited into ATM machines.
- Processed loan payments by verifying funds availability prior to disbursing funds.
Bank Teller
Wells Fargo
Winter Park, CO
12.2018 - 05.2019
- Processed customer deposits and withdrawals accurately, balancing cash drawer daily.
- Identified suspicious activity on account holders' accounts and reported any discrepancies to the supervisor immediately.
- Balanced teller drawers regularly throughout the day according to established procedures.
- Followed strict compliance guidelines when completing financial transactions for customers.
- Prepared reports on transaction activity for management review.
- Cashed customer checks, verified identification and checked account balances in accordance with bank policy.
- Reconciled cash and checks against computer records at end of shift.
- Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
- Met or exceeded sales goals by promoting bank products and services in customer interactions.
Massage Receptionist/WMA
Elements Massage
Golden , CO
05.2018 - 12.2018
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
- Scheduled appointments for clients, customers, and other visitors.
- Maintained a neat reception area by organizing materials and tidying up furniture.
- Assisted in maintaining office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing orders for supplies; verifying receipt of supplies.
- Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary.
- Processed customer payments using cash registers or point-of-sale terminals according to company policies and procedures.
- Ensured that all necessary forms were completed accurately prior to submitting them for processing.
- Performed basic maintenance tasks on massage equipment, such as changing linens and cleaning surfaces.
- Accomplished sales goals by engaging customers, delivering top-notch service and promoting special items.
Seasonal Sales Associate
Kohls Corp
Hutchinson, KS
08.2017 - 01.2018
- Assisted customers with product selection, sizing and styling.
- Processed transactions using a point-of-sale system.
- Maintained up-to-date knowledge of store merchandise and policies.
- Organized stockroom shelves according to size, color or style.
- Handled customer complaints in a professional manner.
- Upsold additional items based on customer interests and needs.
- Maintained cleanliness of store environment including floors, windows, displays.
- Answered incoming telephone calls to provide store, products and services information.
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
Education
Bachelor of Science - Business Administration And Management
Colorado Technical University
Colorado Springs, CO10-2025
High School Diploma -
Hutchinson High School
Hutchinson, KS05-2018
Skills
- Trend Analysis
- Data Collection
- Customer Relationship Management
- Technical assistance
- Call Management
- Remote Support
- Mobile Device Support
- Account Administration
- Regulatory Compliance
- Interpersonal Skills
- Organizational Skills
- Adaptability and Flexibility
- Multi-Line Phone Systems
- Credit card payment processing
- Microsoft Office expertise
- Multitasking
- Teamwork and Collaboration
- Call Metrics
- Administrative and Office Support
- Workday Time Tracking
- Workday User Interface
- Salesforce CRM knowledge
- Quicken expertise
Certification
- Notary Public of Colorado
Accomplishments
- The National Society of Leadership and Success
Timeline
Electronic Support Specialist
Fidelity Investments
01.2022 - Current
Customer Relationship Advocate
Fidelity Investments
04.2021 - 01.2022
Account Service Representative
Credit Union of Denver
12.2019 - 04.2022
Bank Teller
Credit Union of Denver
12.2019 - 04.2021
Bank Teller
Wells Fargo
12.2018 - 05.2019
Massage Receptionist/WMA
Elements Massage
05.2018 - 12.2018
Seasonal Sales Associate
Kohls Corp
08.2017 - 01.2018
Bachelor of Science - Business Administration And Management
Colorado Technical University
High School Diploma -
Hutchinson High School
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