Nicole Garies

Currently I Handle escalations of complex cases, utilizing SF CRM tool and AW to accurately record and track service requests, ensuring accurate follow up. Handle the Account Opening side of the business and provide support to Advisors with key technology.

• Oversee daily operations of the department, ensuring smooth workflow and timely completion of tasks.
• Apply strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Improve customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
• Increase team productivity by implementing efficient workflows and setting clear expectations for staff members.
• Resolve conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
• Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
• Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
• Optimized scheduling to ensure full coverage during peak hours without overstaffing, balancing customer service with cost efficiency.
• Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
• Implemented cost-saving measures, significantly reducing operational expenses.
• Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
• Implemented rewards and recognition program that significantly increased employee engagement and satisfaction.

• Enhanced client satisfaction by addressing concerns and providing timely solutions.
• Managed multiple projects simultaneously, ensuring timely completion and high-quality outcomes.
• Developed customized service plans tailored to individual client needs, resulting in increased retention rates.
• Implemented key performance indicators to monitor team performance, driving continuous improvement initiatives.

• Updated spreadsheets and created presentations to support executives and boost team productivity.
• Screened calls and emails and responded accordingly to support executive correspondence.
• Used advanced software to prepare documents, reports and presentations.
• Responded to emails and other correspondence to facilitate communication and enhance business processes.
• Organized and coordinated conferences and monthly meetings.
• Updated spreadsheets and databases to track, analyze and report on performance and sales data.
• Supported business and hospitality needs of corporate partners and staff during meetings and company events.
• Processed travel expenses and reimbursements for executive team and senior management group.
• Created expense reports, budgets and filing systems for management team.
• Facilitated training and onboarding for incoming office staff.
• Managed mail and both incoming and outgoing correspondence, mail, email and faxes.
• Worked with senior management to initiate new projects and assist in various processes.
• Filed paperwork and organized computer-based information.
• Handled incoming and outgoing mail, email and faxes.
• Answered high volume of phone calls and email inquiries.
• Handled logistics, catering, agendas and travel arrangements for meeting and event planning for board of directors, president and executive vice president.
• Promoted team productivity by keeping supplies organized and well-stocked.
• Wrote reports, executive summaries and newsletters.
• Took notes and dictation at meetings.

Take in-bound calls from both Advisors and clients. I review client account to ensure they are set up the correct way for the client to start new business. We open accounts for IRA's, Annuities, Direct Accounts and Life Insurance Accounts. My main daily task is to walk the advisors through what documents are needed to open accounts, Move money within client accounts, help with any corrections that may need to be done after they open an account (Example- SSN correction, DOB, Name, Beneficiaries) and E-signatures. I am not licensed to trade within accounts, but I can assist with details on Mutual Funds, Stocks and Bonds. The programs that we use daily are Smartworks, BPS, SalesForce, Docupace, Adviceworks and Outlook.

• Promoted a culture of continuous improvement within the team by regularly soliciting feedback from colleagues on best practices for enhancing performance.
• Resolved customer service issues using company processes and policies and provided updates to customers.
• Coached new team members on service techniques and provided scoring through quality assurance program.
• Escalated issues to proper supervisors when standard processes were not effective.
• Utilized active listening skills to understand customer needs and provide tailored solutions.
• Coordinated effectively with other departments to address customer concerns beyond the scope of the service team''s capabilities.
• Greeted customers and listened closely to problems described to determine solutions.
• Checked status of orders and back-ordered products to coordinate efficient shipments.
• Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
• Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
• Maintained detailed records of customer feedback, using data to guide improvements in processes and procedures.
• Managed challenging situations calmly and professionally, deescalating conflicts as necessary while preserving client relationships.
• Assisted customers with product selection, troubleshooting and problem resolution.