Selima Holgersen
Orlando,Florida
Summary
To utilize problem solving, communication, research, and analytical skills to enhance efficiency and morale within the organization. Protecting and enhancing the organization’s brand as an industry leader and innovator by maintaining the reputation of always doing the right thing.
Overview
19
19
years of professional experience
Work History
Lead Client Services Specialist
CNL Financial
Orlando, FL
01.2013 - Current
- Provide expert resolution and management for complex, escalated client service issues, serving as liaison and point of contact for internal and external stakeholders.
- Direct and oversee a client services team, ensuring compliance with performance standards through monitoring associate’s stats daily, mentoring and coaching.
- Ensure associates are always providing the highest level of service which includes owning and resolving Financial Professional issues.
- Maintain robust relationships with financial professionals, custodians, and broker/dealers to secure necessary documentation for client transactions.
- Effectively utilize technology to assist with answering questions, research and/or problem resolutions, document for tracking information; Keep current with policy changes, details of Issuer events, Issuer filings.
- Implement and refine departmental processes and procedures, contributing to inter-departmental projects and cross-functional collaboration.
- Demonstrate proficiency as a departmental subject matter expert, leveraging platforms such as Salesforce and DSTVision for client service optimization.
- Promoted several times within the department for exceeding department goals, outstanding performance and supporting company culture.
- Managed incoming emails from customers as well as other departments within the organization.
DDA Claims Specialist
SUNTRUST BANK
Orlando, FL
01.2009 - 01.2013
- Addressed and resolved customer inquiries on fraud and dispute claims, delivering high-quality service and effectively utilizing knowledge of policies and regulations.
- Managed and set up routine claims independently, employing various systems to safeguard clients against additional fraud and losses, while maintaining adherence to government regulations.
- Enhanced departmental performance by consistently exceeding production standards, achieving the rank of top performer seven times in the first year, and subsequently earning a promotion to Check Card and Check Fraud Specialist.
Customer Adjustment Research Specialist
SUNTRUST BANK
Orlando, FL
01.2006 - 01.2009
- Researched, investigated, performed account balancing, and adjustment functions to ensure customers maintained accurate balances.
- Enhanced departmental quality by acquiring cross-functional training, leading to a comprehensive understanding of interdepartmental processes.
- Diligently updated case files to guarantee the inclusion of requisite attachments and the receipt of all items.
- Exceeded production standards by averaging 50 requests a day compared to the goal of 40 a day while achieving a service level agreement of 24 hours.
- Ensured meticulous monitoring and verification of incoming work, confirming the completeness and accuracy of all documentation.
Education
A.S. in Business Administration - Management -
Valencia College
Orlando, FLSkills
- Leadership
- Employee Training
- Teamwork
- Communication
- Customer Service
- Critical Thinking
- Time Management
- Problem Solving
- Account Balancing
- Microsoft Word/Excel
- Data Analytics
- Research
- Adaptability
- Attention to Detail
- Salesforce
Timeline
Lead Client Services Specialist
CNL Financial
01.2013 - Current
DDA Claims Specialist
SUNTRUST BANK
01.2009 - 01.2013
Customer Adjustment Research Specialist
SUNTRUST BANK
01.2006 - 01.2009
A.S. in Business Administration - Management -
Valencia College
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