Robin Garnett-Gray
Florence,KY
Summary
- Experienced providing years of quality performance in customer experience role.
- Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback.
- Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
- Top-notch skills in oral and written communication, active listening and analytical problem-solving skills.
Overview
34
34
years of professional experience
Work History
Sr. Client Service Administrator
Fidelity Investments
05.2005 - 06.2021
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Created customer support strategies to increase customer retention.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Offered excellent operational management support and tailored recommendations to address needs.
Money-In/Money-Out Transaction Associate
Fidelity Investments
07.1999 - 05.2005
- Worked varied hours to meet seasonal and business needs.
- Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties.
- Managed customer relations through communication and helpful interactions.
- Trained and mentored junior staff on customer service strategies and techniques.
Participant Services Representative
Fidelity Investments
11.1996 - 07.1999
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded proactively and positively to rapid change.
Administrative Assistant
William R. Perrin
12.1995 - 11.1996
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Created and maintained databases to track and record customer data.
Administrative Assistant/Inventory Control Specialist
Curtin Matheson Scientific (Fisons Pharmaceutical)
05.1993 - 09.1995
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Created and maintained databases to track and record customer data.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Completed detailed report for federally regulated product.
Inventory Control Specialist/Customer Service Representative
Curtin Matheson Scientific (Fisher Scientific)
05.1987 - 05.1993
- Audited and corrected discrepancies in inventory numbers.
- Provided data entry and computer room support.
- Verified incoming products and checked delivery totals to keep system records current and accurate.
- Coordinated with UPS representative regarding damaged goods.
- Provided customer service support for customer returns for Markson Science division.
Education
BBA - Management
Eastern Kentucky University
Richmond, KYBachelor of Science - Psychology
Eastern Kentucky University
Richmond, KYSkills
- Managing Client Expectation
- Training and Mentoring
- Inter-Department Collaboration
- Research and Due Diligence
- De-Escalation Techniques
- Regulatory Compliance
- Proficient Microsoft Office Suite
- Leadership
- Project Management
Additional Information
Volunteer Work: Milestones; Senior Transportation; Kentucky Refugee Ministries
Timeline
Sr. Client Service Administrator
Fidelity Investments
05.2005 - 06.2021
Money-In/Money-Out Transaction Associate
Fidelity Investments
07.1999 - 05.2005
Participant Services Representative
Fidelity Investments
11.1996 - 07.1999
Administrative Assistant
William R. Perrin
12.1995 - 11.1996
Administrative Assistant/Inventory Control Specialist
Curtin Matheson Scientific (Fisons Pharmaceutical)
05.1993 - 09.1995
Inventory Control Specialist/Customer Service Representative
Curtin Matheson Scientific (Fisher Scientific)
05.1987 - 05.1993
BBA - Management
Eastern Kentucky University
Bachelor of Science - Psychology
Eastern Kentucky University
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