Paul Sheehan
North Andover,MA
Summary
Results-driven and customer-focused professional with extensive experience in managing customer service operations and enhancing product functionality. Capable of driving revenue growth by improving customer satisfaction, building strong, trust-based relationships with major clients, and offering tailored solutions. Recognized for interpreting clients' investment needs and mitigating negative impacts on customer service by addressing service challenges and resolving ongoing account discrepancies. Remarkable acumen in ensuring smooth customer experience by leveraging evolving technology, tracking progress toward customer success goals, meeting their business goals, and gathering feedback. Instrumental in fostering customer-centric culture and delivering high-quality results within deadlines.
Overview
13
13
years of professional experience
Work History
Product Support Specialist
ICE Data Services
06.2017 - Current
- Provide reliable and efficient support to clients by answering their inquiries in timely manner
- Collaborate with client service and product management teams to resolve daily problems and enhance product features
- Utilize various applications and internal databases to execute complex and basic database queries and adjustments as per requirements
- Forged relationships with various points of contact, ranging from exchanges to internal product groups
- Supported development and product management teams in conducting tests on data products and database modifications
- Interpreted product documentation to understand and distribute flow and final delivery of the support information to internal/external clients
Financial Advisor Assistant
Paul Fragala & Associates
03.2015 - 11.2016
- Supported financial advisors by carrying out daily trades and transactions and independent/collaborative research to determine optimal solutions for clients
- Developed charts, graphs, and tables to conduct presentations for clients
- Aided in onboarding process for new clients by gathering required documentation and completing account paperwork
- Assisted in preparation of detailed reports, visual aids, and comparisons for analysis by financial advisors
- Designed appropriate deliverables based on researched product solution recommendations in line with client's risk tolerance and time frame
Financial Representative
Fidelity Investments
06.2014 - 02.2015
- Educated clients through regular communication on effective use of online resources
- Liaised with various teams across organization to deliver top-tier service and drive ongoing process enhancements
- Leveraged diverse resources, such as Fidelity.com and a Microsoft Windows-based workstation to facilitate trades, process account distributions, offer account balance and transaction details, and discuss Fidelity's diverse range of products and services, and market news/quotes
- Played a key role in improving operational processes and contributing to culture of continuous improvement
- Enhanced customer understanding by offering comprehensive education on retirement planning and tax implications
Participant Service Representative
Putnam Investments
02.2012 - 05.2014
- Responded to client queries related to 401k accounts to achieve high level of satisfaction
- Managed a range of account maintenance tasks, while guaranteeing highest level of accuracy and attention to detail
- Processed fund-to-fund transfers to meet investment preferences of all customers
- Explored and presented asset retention opportunities to retirement consultant team and augment growth of client assets
- Guided non-active 401K participants on benefits of Individual Retirement Account (IRA) to increase account activations
Education
North Andover High School
North Andover, MASkills
- Account Management
- Business Development
- Customer Service & Support
- Data Analysis
- Relationship Building
- Complaint Resolution
- Strategic Planning
- Product Knowledge
- Client Acquisition & Retention
- Microsoft Office Suite
- CRM
- Fidelitycom
Timeline
Product Support Specialist
ICE Data Services
06.2017 - Current
Financial Advisor Assistant
Paul Fragala & Associates
03.2015 - 11.2016
Financial Representative
Fidelity Investments
06.2014 - 02.2015
Participant Service Representative
Putnam Investments
02.2012 - 05.2014
North Andover High School
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