SYDNEY COLLER
Nashua,NH
Summary
Detail-oriented and analytical financial services professional with extensive experience supporting operational processes, managing high-value business transactions, and ensuring accuracy in high-volume, deadline-driven environments. Adhered to business SLA's while managing 20-30 concurrent cases ranging in complexity and longevity. Skilled at managing competing priorities, conducting research and issue resolution, collaborating with internal and external stakeholders, and adapting to evolving business requirements. Proven track record of developing training materials, procedural documentation, and knowledge resources for business process improvements and onboarding needs. Identifies and triages gaps in process' and procedure to support team effectiveness, operational excellence and risk mitigation. Recognized for strong organizational skills, sound judgment, accountability, and a commitment to delivering high-quality results while supporting business partners and contributing to team success.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Annuity New Business Associate
Fidelity Insurance Agency
Merrimack, NH
10.2024 - Current
- Managed end-to-end, high-value financial transactions, ensuring accuracy, compliance, and timely contract issuance across multiple systems.
- Handled complex and escalated cases, performing detailed review, issue resolution, and decision making while maintaining high service standards.
- Partnered with cross-functional teams to execute key projects and streamline business processes
- Collaborated with internal teams, financial institutions, and service providers to resolve issues and ensure seamless transaction processing.
- Partnered with Operations, Compliance, and business stakeholders to mitigate risk, resolve exceptions, and improve operational processes and controls.
Client Services Account Manager Level II
Granite Telecommunications
Quincy, Massachusetts
01.2023 - 09.2024
- Executed strategic communication for 5+ major clients, rolling out projects that contributed to business growth.
- Managed a book of business totaling $200k monthly, utilizing critical thinking to navigate systems and advise customers in decision making.
- Led daily customer calls, leveraging strong communication and problem-solving skills to build trust with customers and resolve issues effectively.
Client Services Account Analyst
Granite Telecommunications
Quincy, Massachusetts
09.2022 - 12.2023
- Oversaw account management for telecom clients, enhancing company relations and executing strategic planning.
- Managed 45+ key accounts, leading to an increase in client retention and willingness to share more business.
- Coordinated with cross-functional teams internally and external vendors to execute strategic plans for telecom solutions.
- Addressed customer service needs reliably and empathetically, fostering strong interpersonal skills for high-pressure situations.
Social Media Manager
Perfect Legal Video
Canton, Massachusetts
01.2018 - 01.2021
- Advocated media coverage for clients in top-tier media outlets such as LinkedIn, Facebook, Twitter, Instagram, and TikTok increasing brand visibility.
- Managed 10-20 client accounts with an attentive, individualistic approach, enhancing client satisfaction.
- Applied creativity and innovative thinking to rebranding and customer engagement strategies for clients.
- Secured media coverage for clients in top-tier outlets like LinkedIn, Facebook, Twitter, Instagram, and TikTok, boosting brand visibility.
Education
Bachelor's Degree - Legal Studies
University of Massachusetts Amherst
Amherst, Massachusetts01-2022
Bachelor's Degree - Political Science
University of Massachusetts Amherst
Amherst, Massachusetts01-2022
Skills
- Cross-Functional Interpersonal Collaboration
- Process Improvement
- Project case Management
- Risk Mitigation
- Critical Thinking
- Data Analysis & Reporting
- Proficient in Salesforce, Excel, Tableau, Power BI
Accomplishments
- Operational Excellence: Selected to deliver a presentation to FILI leadership highlighting process improvement initiatives, commitment to professional development, and contributions to team productivity and engagement.
- Adaptability & Ownership: Successfully navigated team realignments, shifting priorities, and schedule changes while maintaining high productivity, service quality, ensuring seamless support of business objectives. Onboarded 4 new associates through report cards, frequent check ins, and creation of training materials.
- High-Volume Processing: Processed 3,225 items annually—nearly 4x the team average (811)—while maintaining performance within 10% of team benchmarks across key metrics including case complexity, resolution cycle time, and customer communication metrics.
Certification
Project Management Certification - Spelman College / GUILD Program [In progress]
Timeline
Annuity New Business Associate
Fidelity Insurance Agency
10.2024 - Current
Client Services Account Manager Level II
Granite Telecommunications
01.2023 - 09.2024
Client Services Account Analyst
Granite Telecommunications
09.2022 - 12.2023
Social Media Manager
Perfect Legal Video
01.2018 - 01.2021
Bachelor's Degree - Political Science
University of Massachusetts Amherst
Bachelor's Degree - Legal Studies
University of Massachusetts Amherst
STRENGTHS
- Strategic Planning: Led 10+ projects at a time, consisting of placing orders, generating quotes, scheduling technicians, coordinating with telecom carriers, while efficiently transmitting products to new and existing customers.
- Collaboration: Worked closely with cross-functional teams internally such as provisioning, finance, network engineering, and sales to drive project success, leading to an increase in achieving company goals.
- Carrier Relations: Established strong relationships with top-tier telecommunication carriers and business outlets through rapport, increasing overall company reputation in regards to customer service.