Quiara Smith
Hastings,FL
Summary
17+ Years in Customer Service and Account Management compliance. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Proficient in Banking procedures and policies.
Overview
11
11
years of professional experience
Work History
Solution Specialist
Merrill Edge
12.2022 - Current
- Sourced front line associates with elevated support by liaising with business partners to escalate processing requests
- Educate associates on point of call solutions and accurate information needed to resolve client concerns
- Advised with funding, distributions, new account opening, and account updates
- Mentor to new associates as a certified mentor and train as a subject matter expert on account opening
- Thrives from receiving ongoing performance feedback and coaching
- Support my colleagues through chat lobbies by answering questions.
Service Resolution representative
Merrill Edge
11.2021 - 12.2022
- Remediation by making updates and changes to account profiles
- Supported clients inbound and outbound to assist with documentation for critical account changes or updates
- Provided complete and concise explanations to inquires received from all levels of personnel
- Knowledgeable and updated on products and procedures to provide clients with accurate information
- Processed account opening for new accounts.
Wealth Management Associate
Merrill Lynch
10.2020 - 11.2021
- Provide clients and internal partners with clear, complete, and accurate responses to their questions and inquiries at point of call
- Verbally delivering complex information clearly, concisely and with empathy, while quickly establishing trust and exuding positivity and confidence
- Resolved and addressed Front Line Associates inquiries and service request
- Ability to manage/direct multiple functions effectively while delivering results.
Customer Associate Executive
Comcast
08.2013 - 12.2020
- Operated as a Retention Specialist responsible for being front line customer resource
- Handled everything from technical questions about our products and equipment to offers for new service
- Addressed billing issues
- Retained customers who request to disconnect or downgrade service ensuring at risk customers were satisfied
- Built rapport with customers in fast-paced, structured, dynamic and high- transaction environment
- Maintained composure in stressful situations.
Education
Associate degree in business administration -
Florida State College of Jacksonville
Jacksonville, FLSkills
- Data Entry
- Opening and closing procedures
- Pricing quotes
- Problem-Solving
- Attention to Detail
- Microsoft Windows and Office
- Organizational Skills
- Active Listening
- Highly Professional
- Support Services
- Tracking and Documentation
- Call Center Operations
- Account Administration
Timeline
Solution Specialist
Merrill Edge
12.2022 - Current
Service Resolution representative
Merrill Edge
11.2021 - 12.2022
Wealth Management Associate
Merrill Lynch
10.2020 - 11.2021
Customer Associate Executive
Comcast
08.2013 - 12.2020
Associate degree in business administration -
Florida State College of Jacksonville