Kathryn Drake
Milford
Summary
Highly-motivated individual with a desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Client Services Help Desk
Fidelity Investments
Smithfield
11.2022 - Current
- Tier 1 from 11/22 to 09/23, Tier 2 from 09/23 to the current date.
- Delivers real-time solutions via inbound calls and coaching.
- Displays strong communication abilities and conflict resolution skills through handling client escalation calls.
- Manages projects while acting as the contact point for both the Site Processing team and the Production Workstream.
- Exhibits effective multitasking skills to optimize the use of downtime.
- Utilizes advanced technical skills and expertise to troubleshoot complex problems, and implement solutions.
- Achieves notable results, fosters open communication across the organization, and cultivates a positive business atmosphere.
Customer Relationship Advocate
Fidelity Investments
Smithfield
01.2022 - 11.2022
- Assisted customers with inquiries, troubleshooting and resolutions for their account-related issues.
- Identified needs of customers promptly and efficiently.
- Developed customer relationships through active listening and problem solving skills.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Worked effectively in team environments to make the workplace more productive.
Operations Specialist
BNY Mellon Asset Servicing
Westborough
11.2019 - 01.2022
- Handled ACAT transfer tasks involving both processing and quality assurance.
- Utilized strong time management to efficiently meet varying deadline demands.
- Leveraged excellent written and verbal communication to detect and correct back office errors.
- Implemented and enhanced operational procedures.
Shareholder Specialist
BNY Mellon Asset Servicing
Westborough
05.2015 - 11.2019
- Facilitated inbound and outbound client support for state 529 programs.
- Achieved peak performance benchmarks in client servicing.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Education
High School Diploma -
Bellingham High School
Bellingham, MA06-2010
Skills
- Data analysis
- Conflict resolution
- Strong written and oral communication skills
- Time and project management
- Critical thinking
- Multi-tasking
- Attention to detail
- Self-Directed
Certification
- FINRA Licenses: Series 07, Series 63, Series 9, Series 10
- Business Analytics Certificate through eCornell
- NYU Data Analytics and Agile Leadership Certificate (Ongoing) through New York University, Tandon School of Engineering
Timeline
Client Services Help Desk
Fidelity Investments
11.2022 - Current
Customer Relationship Advocate
Fidelity Investments
01.2022 - 11.2022
Operations Specialist
BNY Mellon Asset Servicing
11.2019 - 01.2022
Shareholder Specialist
BNY Mellon Asset Servicing
05.2015 - 11.2019
High School Diploma -
Bellingham High School
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