Raven Gissendanner
Charlotte,USA
Summary
Experienced professional with a strong background in customer service, management, and development. Skilled in handling complex customer issues and ensuring customer satisfaction. Proficient in understanding SEC security regulations and implementing them effectively. Proven track record of delivering exceptional service and building strong client relationships. Adept at leading teams and driving success through effective communication and problem-solving. Committed to delivering results and exceeding customer expectations.
Overview
7
7
years of professional experience
Work History
Escalations Specialist
Wells Fargo Advisors
02.2023 - 05.2024
- Research client accounts for accuracy and evidence of resolution and create research documents for company recording keeping.
- Fostered strong relationships with clients by consistently demonstrating empathy, understanding, and dedication to resolving their concerns satisfactorily.
- Collaborate with internal and external business partners to identify and resolve issues, enhancing client satisfaction
- Develop new processes to improve client experience and workflow efficiency, achieving measurable results
- Led root cause analyses of client escalations, ensuring timely and accurate resolutions trade correction cases and potential compliance issues
- Led small groups to identify and determine common issues within the department to aid in continuous process improvements
- Resolved client issues swiftly, meeting SLAs and improving overall client satisfaction and trust.
Investment Orders Representative
Vanguard Group
07.2021 - 02.2023
- Advised clients on stock and ETF trades, achieving 98% quarterly CSAT - Enhanced client satisfaction - Analytical
- Analyzed account data for tailored investment guidance resulting in high client satisfaction -Detail-focused
- Led small groups in developing new processes, improved workflows, and collaborating with stakeholders to develop these new processes
- Resolved account-specific issues with internal resources
- Ensured compliance with industry regulations
- Monitored compliance with financial regulations, ensuring 100% adherence and mitigating risk
- Enhanced company reputation by providing exceptional customer service and support.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
Inbound Sales Agent
Allstate Insurance Company
09.2018 - 09.2019
- Handled inbound calls, identifying customer needs and suggesting tailored benefit options
- Uncovered customer needs to ensure comprehensive coverage, consistently meeting sales targets
- Achieved measurable sales results by effectively addressing customer requirements
- Exceeded sales targets by 20%, leveraging customer needs analysis to recommend optimal insurance solutions
- Converted over 80% of inbound calls into sales by effectively presenting tailored insurance plans.
Benefits Coordinator/Supervising Agent
American Income Life
10.2017 - 09.2018
- Scheduled and managed union member appointments for benefits selection and enrollment
- Hired and led a team of agents, achieving consistent policy updates and client satisfaction
- Trained new agents and conducted ongoing workshops, enhancing team performance
- Developed strategies to maximize benefit utilization, improving client outcomes
- Led a team of agents, achieving a 25% increase in policy enrollments through effective training and strategic recruitment
- Effectively communicated benefits options, guiding members to make informed decisions on coverage selections
- Developed comprehensive training programs for new agents, enhancing their performance and client satisfaction
- Reviewed and updated policies regularly, ensuring compliance and maximizing benefits for members.
Education
H.S. Diploma -
David W. Butler
Series 7 -
Kaplan
Series 63 -
Kaplan
Life Insurance -
Xcel Solutions
Health and Accident Insurance -
Xcel Solutions
Skills
- Policy Analysis
- Project Management
- Customer Relationship Management
- Management Development
- Troubleshooting
- Communication Skills
- Customer Service
- Thomson
- BETA
- Complaint Handling
- Goal Setting and Achievement
- MS Suite
- Pivot Tables
- NICE
Personal Information
Title: Finacial Professional
Timeline
Escalations Specialist
Wells Fargo Advisors
02.2023 - 05.2024
Investment Orders Representative
Vanguard Group
07.2021 - 02.2023
Inbound Sales Agent
Allstate Insurance Company
09.2018 - 09.2019
Benefits Coordinator/Supervising Agent
American Income Life
10.2017 - 09.2018
H.S. Diploma -
David W. Butler
Series 7 -
Kaplan
Series 63 -
Kaplan
Life Insurance -
Xcel Solutions
Health and Accident Insurance -
Xcel Solutions
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