Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

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
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
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
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
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, MA
05.2003

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

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Sierra E. Kiablick