Melanie Taylor
Westlake,TX
Summary
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Reliable and hardworking customer service professional with demonstrated multitasking skills in fast-paced settings. Well-organized, proactive and detail-oriented.
Overview
18
18
years of professional experience
Work History
CSA Onboarding Lead
Fidelity Investments
Westlake, TX
04.2022 - Current
- Ensured upfront identification of key client requirements
- Represented CSA interests during all stages of execution
- Involved in comprehensive assessment of Prior RecordKeeper consequences.
- Subject matter expert for ongoing participant processes
- Guide users through understanding PSW and handling Service Requests
- Assessed various solutions to meet reporting requirements effectively
- Attend EMC meetings, help develop solutions, and identify risks.
- Introduce daily service team operations and outline individual roles.
- Thoroughly prepared resources for go-live events
- Engaged in Client Acceptance Testing.
- Deliver training and support to CSA/CSA POD for a minimum of a 3-month period.
- Create the Plan Information Document (PID) and reporting tasks.
Sr. CSA Workgroup Leader
Fidelity Investments
Westlake, TX
12.2021 - 04.2022
- Managed monitoring processes to maintain swift response times and meet task deadlines
- Monitored PODs for best practice adoption
- Provides guidance to colleagues on a regular basis
- Devised systematic plan enhancing teamwork efficiency
- Collaborates with leadership to enhance team efficiency
Sr Strategic Client Service Administrator
Fidelity Investments
Westlake, TX
01.2007 - 12.2021
- Works with client contact responsible for day-to-day plan administration via email, calls, and meetings, and service requests.
- Manage XTRAC basket for all clients in book of business with timely research and notes.
- Serves as liaison between client and Fidelity operational teams.
- Utilizes PSW and Excel to provide on-demand reporting for clients.
Education
BBA - Finance
Midwestern State University
Wichita Falls, TX12-1999
Skills
- Strong Work Ethic
- Documentation And Reporting
- Teamwork and Collaboration
- Self Motivation
- Product Knowledge
- Organizational Skills
- Needs Assessment
- Customer Education
- Problem-Solving
Timeline
CSA Onboarding Lead
Fidelity Investments
04.2022 - Current
Sr. CSA Workgroup Leader
Fidelity Investments
12.2021 - 04.2022
Sr Strategic Client Service Administrator
Fidelity Investments
01.2007 - 12.2021
BBA - Finance
Midwestern State University
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