ZeKeyvia Robertson
Denton,TX
Summary
Dynamic professional with extensive experience at Fidelity Investments, excelling in complaint resolution and customer service. Proven ability to train new staff and enhance client satisfaction through effective communication and technical support. Skilled in Microsoft Office and adept at managing high call volumes while maintaining a professional demeanor.
Overview
8
8
years of professional experience
Work History
Defined Contribution Representative II
Fidelity Investments
06.2021 - 04.2024
- On a day to day, I roughly 50-60 calls a day helping participants initiate rebalances, change contributions % and spoke about investment options.
- Worked closely with clients day to day assisting with loans/withdrawals/outside & inside rollovers.
- Communicated with customer via web in regards to retirement options. Also help enroll customers that call in into 401k plans, Roth IRA’s & traditional IRA’s.
- Worked closely 1:1 with training the newbies that come in. Answering questions about the plan in the chat and providing resources on where to find that information.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Assisted with loans/ withdrawals/contributions/hardships. I assisted customers with computer help from being locked out or guided them through loans and withdrawals through the online portal.
Customer Service Representative Supervisor
Copart Auto Auctions
10.2020 - 04.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
- Reviewed legal documents such as mortgage loans, title liens and property easements to assess relevant property factors.
- Received incoming and outgoing calls.
Account Manager
Advance America
01.2018 - 07.2020
- On a day to day, I roughly 50-60 calls a day helping participants initiate rebalances, change contributions % and spoke about investment options.
- Worked closely with clients day to day assisting with loans/withdrawals/outside & inside rollovers.
- Communicated with customer via web in regards to retirement options. Also help enroll customers that call in into 401k plans, Roth IRA’s & traditional IRA’s.
- Worked closely 1:1 with training the newbies that come in. Answering questions about the plan in the chat and providing resources on where to find that information.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Assisted with loans/ withdrawals/contributions/hardships. I assisted customers with computer help from being locked out or guided them through loans and withdrawals through the online portal.
- Negotiated contracts for loan applications
CSR
Advance America
02.2016 - 04.2016
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
Education
High School Diploma -
Kosciusko Senior High School
Kosciusko, MS05.2016
Skills
- Complaint resolution
- International sales support
- Order fulfillment
- Sales expertise
- Receiving support
- Good listening skills
- Professional telephone demeanor
- Training development aptitude
- Money handling abilities
- Staff education and training
- Microsoft Windows and Office
- Remote Technical Support
Additional Information
I am dedicated to working and assisting customers that need the help. I am willing to put forth my best effort in whatever field I am in, my openness to learn and discover the new allows me to see bigger.
Timeline
Defined Contribution Representative II
Fidelity Investments
06.2021 - 04.2024
Customer Service Representative Supervisor
Copart Auto Auctions
10.2020 - 04.2021
Account Manager
Advance America
01.2018 - 07.2020
CSR
Advance America
02.2016 - 04.2016
High School Diploma -
Kosciusko Senior High School