Nhi Do
Colleyville,TX
Summary
Self-motivated professional with a strong sense of personal responsibility and work ethic. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to make meaningful contributions and to drive team success.
Overview
4
4
years of professional experience
Work History
Transition Services Help Desk
Fidelity Investments
07.2023 - Current
- Work effectively in a fast-paced environment, taking 10+ calls a day on average including escalations from Life Events Consultants.
- Enhance customer satisfaction on escalations by listening to their concerns attentively, evaluating for Win-Win solutions based on both the client's and the firm's needs, maintaining open lines of communication, and ensuring efficient and high-quality resolutions to outstanding tasks.
- Partner with and maintain relationships with associates across multiple departments to work collaboratively together to determine the best way to move a situation forward.
- Support and coach team of 22 associates through technical knowledge, subject matter expertise, and professional development conversations.
- Establish performance goals for aligned associates and provide feedback on methods for reaching those milestones (Root Cause Coaching) with an additional focus on their soft skills of leadership, flexibility, communication, and emotional resiliency.
- Led a cross-functional team made up of PI and WI associates to trailblaze the "Crossover Pilot," an initiative that emphasizes collaboration, partnership, and one voice for the client.
- Collaborated with peers across multiple functions, providing support and guidance for the Crossover Pilot associates through the reporting of data, documenting updates and meetings, reviewing cases for eligibility, developing training materials, and providing creative solutions to new situations in order to maximize the success of the Pilot.
Transition Services Specialist
Fidelity Investments
01.2022 - 07.2023
- Supported clients through the inheritance and re-registration process during significant life events such as marriage, loss of a loved one and divorce.
- Maintained a schedule to keep up with 60+ cases and remain in timely contact with clients.
- Utilized Salesforce dashboards to organize schedules and document work completed.
- Reviewed and processed internal and external paperwork and legal documents.
- Communicated with various business partners to improve client experience and ensure smooth account transitions.
Customer Relationship Advocate
Fidelity Investments
06.2021 - 01.2022
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and
professionally. - Answered constant flow of customer calls with minimal wait times.
Education
Bachelor of Science - Hospitality Administration And Management
Boston University
Boston, MA05-2020
Skills
- Multitasking Abilities
- Conflict Resolution
- Complex Problem-Solving
- Pilot Implementation and Support
- Experience with Data Entry and Reporting
- Cross-Functional Collaboration and Knowledge
- Quick Adoption and Expertise of Resources and Systems including MyGPS, Salesforce, XTRAC, FDOT, Microsoft Office Suite, Guided Service, and Digital Appointment Scheduler
- Leadership Experience including leading Team Meetings, Monthly Business Review conversations, and Tech Coaching's as well as Conducting Interviews
Timeline
Transition Services Help Desk
Fidelity Investments
07.2023 - Current
Transition Services Specialist
Fidelity Investments
01.2022 - 07.2023
Customer Relationship Advocate
Fidelity Investments
06.2021 - 01.2022
Bachelor of Science - Hospitality Administration And Management
Boston University
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