Mayda Egan
Kansas City,MO
Summary
Passionate leader looking to obtain a position as part of a team that strives for excellence in a customer-oriented organization, where I can maximize my leadership background and customer service experience in a challenging environment.
Overview
13
13
years of professional experience
Work History
Client Support Specialist
Mitchell Capital Management
04.2023 - Current
- Enhanced client satisfaction by addressing and resolving support issues in a timely manner.
- Boosted customer retention rates through effective problem-solving and prompt communication.
- Streamlined the support process by developing and implementing new procedures for more efficient case management.
- Reduced response times with thorough monitoring of incoming inquiries and prioritizing urgent cases.
- Maintained detailed documentation on client interactions, identifying trends and areas for improvement.
- Achieved high levels of customer satisfaction, consistently meeting or exceeding performance metrics.
Partner Support Manager
Basys Processing
08.2021 - 04.2023
- Developed and implemented comprehensive training programs for partners, resulting in improved product knowledge and sales performance.
- Directed and managed partner relationships within an assigned vertical (Banking, Inside/Outside Sales Teams, Software Integration Partners), using written and verbal communication.
- Applied independent judgment in determining alternate courses of action to best assist partners
- Manages communications with partners to ensure a unified management strategy for portfolio.
Supervisor, Financial Services Operations
SS&C Technologies
02.2020 - 08.2021
- Assists with salary administration, plans adequate staffing levels, promotes training and development and assures compliance with company human resources management policies/programs.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
Senior Client Relations Specialist
SS&C Technologies
04.2017 - 02.2020
- Coordinated and delivered monthly one on ones to all associates as well as any disciplinary action if needed.
- Assisted associates or colleges with resolution of any transactions or accounts that are incorrect, answering any escalated issues when speaking with Shareholders/Financial Advisors/Custodians etc.
- Developed and maintained a strong knowledge of industry trends, enabling effective communication with clients about relevant news or events.
- Coordinated work across different departments.
Unit Manager
SS&C Technologies
01.2015 - 04.2017
- Outbound contact center is responsible for over 57 clients with diverse portfolios including REITs, BDCA's and Mutual Funds.
- Enhanced client care by implementing efficient unit management processes and coordinating interdisciplinary teams.
- Improved client satisfaction with timely and accurate communication.
- Streamlined daily operations for increased productivity by delegating tasks and supervising call center teammates.
Team Coordinator
SS&C Technologies
12.2013 - 01.2015
- Managed Alternative Investment contact center is responsible for over 35 clients with diverse portfolios including REITs and BDCA's.
- Representing the Contact Center with onboarding new clients and ensuring all tasks for the call center are completed before launch date this includes tickets submitted through JIRA or Remedy.
- Improved team collaboration with regular meetings, progress updates, and transparent communication.
- Assist associates or colleges with resolution of any transactions or accounts that are incorrect, answering any escalated issues when speaking with Shareholders/Financial Advisors/Custodians etc
Mutual Fund Representative
SS&C Technologies
10.2010 - 12.2013
- Enhanced client satisfaction by promptly addressing inquiries and resolving issues related to REIT investments.
- Processed time sensitive client requests that included account maintenance, correspondence and additional calls.
- Partnered with the other department on open items and returned commissions
- Evaluated, verified, and processed service requests from shareholders, third-party entities, institutions, broker/dealer operations, or client Fund/Stock groups
Education
Associates Degree In Liberal Arts -
Metropolitan Community College
Kansas City, MO12.2009
Skills
- Adaptability
- Ability to Multitask
- Fast Learner
- Customer Service
- Leadership Skills
- Problem Solving Skills
- Strong Work Ethic
- Empathy and patience
- Support inquiry assistance
- Client Relationship Building
- Interpersonal and written communication
- Client rapport building
Languages
Spanish
Native or Bilingual
Timeline
Client Support Specialist
Mitchell Capital Management
04.2023 - Current
Partner Support Manager
Basys Processing
08.2021 - 04.2023
Supervisor, Financial Services Operations
SS&C Technologies
02.2020 - 08.2021
Senior Client Relations Specialist
SS&C Technologies
04.2017 - 02.2020
Unit Manager
SS&C Technologies
01.2015 - 04.2017
Team Coordinator
SS&C Technologies
12.2013 - 01.2015
Mutual Fund Representative
SS&C Technologies
10.2010 - 12.2013
Associates Degree In Liberal Arts -
Metropolitan Community College
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