Ymrije Greazzo
Bedford ,NH
Summary
Knowledgeable Case Manager with a solid history of managing complex caseloads and providing comprehensive support to diverse client populations. Proven ability to assess client needs and develop tailored action plans that drive positive outcomes. Demonstrates strong communication and problem-solving skills in high-pressure environments.
Overview
12
12
years of professional experience
1
1
Certificate
1
1
Google IT Support Professional
Work History
Survivor Services Case Manager
Fidelity Investments
08.2022 - Current
- Collaborates with multiple business partners to explore all available options to ensure benefits are correctly and efficiently processed.
- Prioritizes and manages an ongoing queue to ensure cases are processed correctly and within appropriate time frames.
- Shares and receives feedback from colleagues within case management and across the organization.
- Maintains accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Monitors ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Advocates for client rights when interacting with external agencies or institutions, always ensuring fair treatment.
- Actively contributes to team discussions and case conferences,, sharing insights and expertise with colleagues to optimize client support strategies.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Improves client satisfaction by efficiently addressing concerns or grievances in a timely manner.
- As a survivor services case manager, I am well versed with over 200 clients that Fidelity supports and what each client offers for products such as Pension, 401k, and HW benefits. My role is requires that I am knowledgeable with client specific procedure and products that are not handled with Fidelity to create the best customer experience for my survivors.
- There are a select few of us case managers that work directly with Fidelity participant passing's. Fidelity passing require more detailed work and different processing. I work directly with our shares group, Payroll and our IBQ folks to ensure we have all benefits research and completed.
Financial Services Representative III
Fidelity Investments
10.2013 - 08.2022
- Provided knowledge & expertise in multiple lines of financial products and services including pensions, 401k, employee stock options, and annuities.
- Processed customers’ requests for loans, withdrawals, rollovers, and account maintenance.
- Provided advice and guidance regarding IRS regulations with taxes, penalties and interest.
- Mitigated loss and risk while adhering to policies and procedures ensuring compliance with regulatory requirements.
- Worked with multiple business lines to resolve customer questions and concerns to ensure the highest level of customer service.
- Helped cultivate relationships to improve morale, strategies, and operational efficiencies.
- Provided excellent customer service, resolving issues quickly and maintaining long-term client relationships.
Education
Bachelor of Science - Business Studies
Southern New Hampshire University
Manchester, NH04-2013
Skills
- Case Management
- Written and verbal communication
- Conflict Resolution
- Multitasking Abilities
- Communication
- Customer service excellence
- Teamwork skills
Certification
Certificate program entitled Legal Essentials
Languages
Albanian
Full Professional
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Survivor Services Case Manager
Fidelity Investments
08.2022 - Current
Financial Services Representative III
Fidelity Investments
10.2013 - 08.2022
Bachelor of Science - Business Studies
Southern New Hampshire University
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