Summary
Overview
Work History
Education
Skills
hobby
Timeline
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Lucy Hagan-Brown Duah

Cranston,RI

Summary

Knowledgeable and dedicated customer service professional with over three years experience in the banking 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. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

7
7
years of professional experience

Work History

Senior Customer Care Advocate

Metropolitan Life Insurance
Warwick, RI
01.2022 - 05.2023
  • Respond to customer needs through competent customer service and prompt problem-solving.
  • Assist call-in customers with questions and orders.
  • Address customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Communicate complex annuity products and features to customers
  • Perform financial transactions
  • Execute fund allocations
  • manage over 50 customer calls per day
  • Assist with customer Retention

Senior Customer Service Representative

Santander Bank US
East Providence, RI
10.2017 - 01.2021
  • Worked with both private and business customers, responded to their inquiries and queries to provide thorough and speedy resolutions, advised and introduced banking products to customer to enhance their banking experience.
  • Addressed on average 90 inbound customer calls daily.

Customer Service Associate

Copa Men's Wear
Providence, RI
02.2017 - 10.2017
    • Collected customer feedback and made process changes to exceed customer satisfaction goals and assisted customers with their purchases and returns and also managed inventory.

Customer Service Representative

Access Bank GH
Accra, Ghana
11.2015 - 12.2016
    • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
    • Provided primary customer support to internal and external customers.

Education

FINRA

Bachelor of Arts - Geography

University of Ghana
Ghana
11.2014

Skills

  • Annuity products
  • Sales expertise
  • Complaint resolution
  • Report preparation
  • Retail materials management
  • Loans and mortgages
  • Professional telephone demeanor
  • Training
  • Customer service
  • Team player
  • Great work ethics
  • Finra license series 6
  • Fund management
  • Life insurance
  • Financial transactions
  • High nethworth Client services
  • Upselling
  • Communication
  • Fraud detection
  • Online banking
  • Commercial and personal banking expert

hobby

Avid reader and music lover

Timeline

Senior Customer Care Advocate

Metropolitan Life Insurance
01.2022 - 05.2023

Senior Customer Service Representative

Santander Bank US
10.2017 - 01.2021

Customer Service Associate

Copa Men's Wear
02.2017 - 10.2017

Customer Service Representative

Access Bank GH
11.2015 - 12.2016

FINRA

Bachelor of Arts - Geography

University of Ghana

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Lucy Hagan-Brown Duah