Mark Bowman
Hurst
Summary
Dynamic Call Center Representative with a proven track record at Fidelity Investments, excelling in problem-solving and efficient data input. Consistently exceeded performance metrics while building strong client relationships through empathetic communication. Enhanced customer satisfaction and first-call resolution rates, fostering brand loyalty and delivering exceptional service. Handled calls for 401k plans, Tax-Exempt 401k plans and Pension Benefits.
Overview
19
19
years of professional experience
Work History
Call Center Representative
Fidelity Investments
Westlake, TX
07.2007 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
Education
High School Diploma -
Hammond Hills Baptist School
Memphis, TNSkills
- Efficient data input
- Problem-solving expertise
- Addressing questions effectively
- Building client relationships
Languages
English
Full Professional
Timeline
Call Center Representative
Fidelity Investments
07.2007 - Current
High School Diploma -
Hammond Hills Baptist School