Sierra E. Kiablick
Bondsville
Summary
Highly skilled customer service professional with over 20 years of proven excellence. Known for maintaining a positive attitude and willing to learn mindset, acting with integrity, and demonstrating strong attention to detail. Recognized for adaptability to change and working in a collaborative environment. Proficient in active listening, follow through, and exceptional organizational skills to ensure top-notch customer satisfaction.
Overview
24
24
years of professional experience
Work History
Call Center Specialist (Annuity Service Center)
MassMutual
Remote
03.2023 - Current
- Provide outstanding customer service to clients and financial professionals
- Collaborative Team player
- Knowledgeable about annuities and new business
- Utilizes resources efficiently
- Provide one call resolution and follow up when needed
- Ability to stay calm under pressure and de-escalate situations
- Promoted to newly created Specialty line August 2024; handle calls from MMSD Brokers, FAOE calls/utilize FAOE system, Zinnia Concierge calls/utilize multiple Zinnia systems, back up to Society1851
- Flexed in TOA (trained May 2024); made outbound calls to transfer companies for status, utilized Zinnia systems, emailed FP’s with updates
- Assisted the MMSD RM team for 60 days (March-May 2025); handled 28 Sales Force cases regarding NB or in force contracts, researched the suspense report, created a NIGO spreadsheet for their team to go over, submitted & followed up on Unity Tickets, was made a part of the team to revamp the withdrawal form for Envision
Admission Office- Administrative Assistant/Student Accounts
Wilbraham & Monson Academy
Wilbraham, MA
05.2017 - 12.2022
- Directly supported the Director of Admission & Financial Aid and several Assistant Admission Directors
- Created, maintained, billed and managed all confidential student accounts for the school (400+)
- Enrolled new students, re-enrolled current students, withdrew students
- Utilized several different software programs
- Sent out all admission decision letters and financial aid award letters
- Created, sent out and maintained all student enrollment contracts
- Performed all administrative/secretarial/office duties and functions
- Substantial data entry, managed multiple electronic calendars for the Directors
- Communicated in a clear and professional manner in person, email or by phone
Office Manager
Caliber Claims LLC
Ware, MA
07.2015 - 05.2017
- Ran daily operations and managed all new claim assignments
- Performed all administrative/secretarial/office duties and functions
- Substantial data entry
- Self taught bookkeeping and estimating software and utilized several different software programs
- Invoiced insurance companies and followed up when necessary
- Tracked adjuster commissions and mileage
- Arranged travel for Catastrophe work, reimbursed adjusters for travel expenses
- Maintained accurate bookkeeping, monthly reconciliation of business account
- Assisted with marketing to obtain business, created/ordered promotional items, assisted with website
Customer Care Specialist (call center), Retirement Services Rep (IRA Dept), Branch Operations Manager, Assistant Branch Manager, Teller, Senior Teller, Head Teller
Country Bank
Ware, MA
12.2001 - 06.2015
- Performed all teller and supervisory functions in a bank branch
- Sold and promoted bank products and services, created, ran and participated in sales campaigns
- Acted as liaison for customers and internal staff in various departments
- Supervision and management of branch staff
- Maintained accurate records, followed monthly, quarterly and yearly auditing guidelines
- Lead monthly office team meetings, staff scheduling and time off approval
- Responsible for writing quarterly and yearly performance reviews of branch staff
- Accurately prepared various bank forms
- Solved customer problems, concerns and complaints with grace
- Troubleshooting online banking issues for customers
- Consistently maintained professionalism, provided exceptional customer service
- Opened personal and business bank accounts, as well as personal and auto loans
- Processed and maintained retirement accounts (Traditional, Roth & SEP IRA’s), following IRS rules/regulations
- Maintained a strict level of privacy and confidentiality, followed all Bank policies and procedures
- Served as a staff trainer during bank system conversions, assisted with reviewing and rewriting bank procedures
- Operated in a very busy call center, answering multiple phone lines utilizing a switchboard
- Utilized multiple different software programs
Education
Bachelor of Arts Degree - Psychology
Western New England University
Springfield, MA05.2003
Skills
- Over 20 years of customer service experience and financial background
- 25 years Annuity experience with knowledge in NB, TOA, FAOE and Zinnia contracts and systems
- Excellent listening, verbal and written communication skills
- Self-motivated, passion to learn new skills, maintain a positive and willing to learn attitude and mindset
- Problem solving skills, collaborative team player, can stay calm under pressure
- Ability to build strong relationships with customers and colleagues, very personable
- Strong attention to detail
- Highly organized, can prioritize tasks and work independently
- Ability to learn new information quickly, resourceful, enjoy helping/teaching others
- Experienced maintaining sensitive and confidential information, ethical and trustworthy
- Experienced with reviewing and rewriting banking procedures
- Technology savvy
Accomplishments
Ranked #1 in new hire class, Won both January 2024 Annuity All-star awards, No Nigo's so far this year (2025), Promoted to newly created Specialty line (2024), Received a 102 QA score in Jan 2024 & was recognized as the first person on Team Ayala to receive the bonus points, Spotlight recognition, Kudos from clients, colleagues & FP's.
Timeline
Call Center Specialist (Annuity Service Center)
MassMutual
03.2023 - Current
Admission Office- Administrative Assistant/Student Accounts
Wilbraham & Monson Academy
05.2017 - 12.2022
Office Manager
Caliber Claims LLC
07.2015 - 05.2017
Customer Care Specialist (call center), Retirement Services Rep (IRA Dept), Branch Operations Manager, Assistant Branch Manager, Teller, Senior Teller, Head Teller
Country Bank
12.2001 - 06.2015
Bachelor of Arts Degree - Psychology
Western New England University