Kiara Hannon

• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Took ownership of customer issues and followed problems through to resolution.
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.

• Delivering an outstanding client experience.

• Processing advisor instructions relevant to all aspects of maintaining a

• Cost history reconstruction of client portfolios.

• Assisting with the administration of portfolios, particularly with respect to asset classes.

• Accurate maintenance and reconciliation of portfolios across all asset

• Ensuring annual client tax reports are completed and posted in a timely

• Testing and tracking system changes and enhancements.

• Developing, documenting, and maintaining general day to day systems

• Maintain internal and external procedures on an ongoing basis.

• Client onboarding including preparing client documentation.

• Play a key role in quality control, ensuring the accuracy of all tasks performed by the Operations team.

• Oversee and supervise the work of junior staff (Associate).

• Provide solutions to issues and document any process changes that can

• Administration, Inbound and Outbound calls, Customer Service, KPI's, System transactions incl
• Billing and contracts
• Extra Responsibilities Training new staff, Auditing reports, suspended calls, cancellation and customer care emails
• Built constructive customer relationships to improve loyalty and recommendations.
• Identified changing customer needs and adapted service strategies to meet them.
• Evaluated current customer retention strategies and recommended improvements.
• Utilized knowledge of customer experience to create specialized plans for customer retention.

• Picked stock according to order sheets and prepared for transport.
• Received and checked incoming goods for damage and discrepancies with paperwork.
• Operated equipment such as hand trucks, pallet jacks and forklifts on daily basis.
• Updated computer tracking software using scanners and manual entry methods.