NISRINE DIAB
Strongsville,OH
Summary
Dynamic professional with long tenure at Edward Jones, excelling in client support and financial services education. Skilled in managing account funding and transfers, while fostering strong client relationships.
Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
21
21
years of professional experience
Work History
Asset Movement Service Specialist+
Edward Jones
03.2005 - Current
- Facilitated financial services education for clients, enhancing understanding of employer plan rollover and transfers
- Consistently met or exceeded performance metrics related to service quality, response time, and customer satisfaction scores.
- Handled escalated customer concerns with professionalism, resulting in improved relationships+
- Delivered exceptional customer service by promptly addressing inquiries and resolving issues.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Customer Service Representative
BancFirst
01.2005 - 02.2015
- Resolved customer inquiries with accuracy and efficiency, enhancing overall satisfaction.
- Collaborated with cross-functional teams to streamline service processes and improve response times.
- Fostered relationships with clients, resulting in increased loyalty and repeat business opportunities.
- Analyzed customer feedback to identify trends and recommend actionable solutions.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
Education
Bachelor of Science - BUSINESS MARKETING
NOTRE DAME UNVERSITY
BEIRUT, LEBANON06-1993
Skills
- Knowledge in retirement plan
- Attention to detail
- Customer service oriented
- Work independently
- Rollover and transfers processing
- Active listener
- Adaptability to policy and system changes
- Clear verbal and written communication
- Continuous improvement
Accomplishments
Supported my peers by coaching them to understand strategies on the Assist line.
Mentored new hires and peers, providing guidance and support on team processes and tools to accelerate onboarding and improve performance.
Supported the department and improved associate engagement through the Community Corner weekly edition.
Active team member on chat, share updates and answer peers questions.
.
Languages
French
Limited Working
Arabic
Native or Bilingual
Interests
- Cooking
- I like trying new recipes and food trends
- Drawing and Painting
Timeline
Asset Movement Service Specialist+
Edward Jones
03.2005 - Current
Customer Service Representative
BancFirst
01.2005 - 02.2015
Bachelor of Science - BUSINESS MARKETING
NOTRE DAME UNVERSITY