Milan Thompson
Durham,NC
Summary
Detailed-oriented customer service professional with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. In-depth understanding of HR policies and procedures. Committed to making meaningful contributions and advancing organizational goals.
Overview
7
7
years of professional experience
1
1
Certification
Work History
High Net Worth Associate
Fidelity Investments
05.2024 - Current
- Exceeded metrics by consistently maintaining a high level of productivity and customer satisfaction.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Demonstrated a high level of accuracy and attention to detail when placing orders, minimizing trade errors.
- Maintained strong knowledge of financial products and resources to educate clients and add value to the overall customer experience.
Customer Relationship Advocate
Fidelity Investments
12.2022 - 05.2024
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Adhered to company policies and call model to consistently achieve call-time and quality standards.
- Presented strategies for improving CEI scores and metrics in team meetings
- Provided colleagues with call shadowing opportunities.
Sr. Call Center Representative
Sports Endeavors Inc
10.2017 - 12.2022
- Consistently met productivity metrics through first-call resolution.
- Investigated and resolved customer inquiries and complaints quickly.
- Performing quarterly quality checks within quality control departments at the Mebane facility.
- Recognized and rewarded for consistently going above and beyond to meet customer expectations, resulting in a significant increase in positive feedback.
HR Benefits Specialist
Conduent HR Services Inc
12.2020 - 11.2021
- Supported HR team members with various tasks related to recruitment, onboarding, training, performance management, and employee relations as needed.
- Administered employee benefits programs to employees and assisted with open enrollment.
- Enhanced employee satisfaction by effectively managing benefits enrollment and addressing concerns in a timely manner.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits.
Education
Bachelor in Science - Criminal Justice
North Carolina A&T State University
Greensboro, NC05.2021
Skills
Customer Service
HR Policies
Employee Relations
Microsoft Office Suite
Risk Management
Performance Management
Project Management
Employee Retention
Compensation and Benefits
Benefits Administration
Agile
Complex Problem-Solving
Employee Onboarding
Certification
- Pursing HR Management Certificate, 06/2023-current
- Notary Public of North Carolina
- CSI Certification
- Series 63
- Series 7
- SIE
Accomplishments
2024 EIA Recipient for Business and Customer Impact
2024 Managers Choice Award Recipient
Awarded Certification of Excellence for Undergraduate Research
Additional Information
Fidelity Young Professionals Network
Team Planning Committee Member
Women's Leadership Group
Fidelity Pride
Aspire
Timeline
High Net Worth Associate
Fidelity Investments
05.2024 - Current
Customer Relationship Advocate
Fidelity Investments
12.2022 - 05.2024
HR Benefits Specialist
Conduent HR Services Inc
12.2020 - 11.2021
Sr. Call Center Representative
Sports Endeavors Inc
10.2017 - 12.2022
Bachelor in Science - Criminal Justice
North Carolina A&T State University