Stormy Gainer
Bridgewater
Summary
Dynamic Financial Services Account Associate Specialist with a proven track record at Fidelity Information Services. Expert in risk assessment and compliance evaluation on a case by case basis, I excel in service excellence and collaborative teamwork. Successfully contributed to monthly team metrics through effective issue resolution and training initiatives, consistently exceeding performance metrics while fostering a positive team environment.
Professional with strong expertise in customer communication, ready to excel in this role. Known for effectively managing cases, analyzing data, and driving for a positive customer experience. Strong focus on team collaboration and achieving results, consistently adapting to changing needs. Reliable, detail-focused, and highly skilled in communication, problem-solving, and company software.
Overview
20
20
years of professional experience
Work History
Financial Services Account Associate Specialist
Fidelity Information Services, FIS
02.2022 - 03.2025
- Assisted team with complex inquiries, reviewed cases, making independent decisions as a subject matter expert.
- Analyzed advanced telephone and written inquiries and processed requests and/or created custom correspondence when needed.
- Assisted leadership teams across multiple sights with complex cases by answering questions, assigning case to myself for resolution, or communicating the best action to be taken in the specific situation.
- Created training class for incoming new hires for the team. Trained, coached, and mentored new employees on team specific workflows, department procedures, and policies.
- Participated individually and collaborated with teams on various projects, voluntarily or when requested by leader.
- Frequently communicated with leadership teams in multiple countries regarding quality, productivity, and department policies and procedures.
- Reviewed monthly correspondence NQR report for accuracy and reported discrepancies to leadership team.
- Reviewed two letters for each team member each month, noting coaching and/or errors discovered, then entered summary in the Internal Correspondence Review database for each person.
- Gathered, evaluated, and summarized incoming customer complaints and responses from our team, then created annual report for Franklin Templeton Board of Trustees each year.
- Monitored and documented online reviews for Franklin Templeton phone app and documented responses.
- Responded to incoming chats for 529 plans, responding with information requested.
- Performed outbound calls to customers to discuss cases, with intent to resolve questions/issues when able via telephone.
- Analyze trends specifically related to team workflows and productivity. Submit improvement ideas to leadership team, then implement change.
- Contributed positively towards achieving departmental goals as well as individual targets by consistently meeting and exceeding expectations.
- Sharpened skills by completing required continuing education and training on department and team procedures.
- Managed multiple inquiries from peers, globally, on a daily basis, maintaining a high level of organization and attention to detail.
- Increased customer satisfaction by effectively managing and resolving issues via written or verbal communications.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Responded proactively and positively to rapid change.
Transfer Agent Channel Specialist
Franklin Templeton
04.2012 - 02.2022
- Assisted team with complex inquiries, reviewed cases, making independent decisions as a subject matter expert.
- Analyzed advanced telephone and written inquiries and processed requests and/or created custom correspondence when needed.
- Assisted leadership teams across multiple sights with complex cases by answering questions, assigning case to myself for resolution, or communicating the best action to be taken in the specific situation.
- Created training class for incoming new hires for the team. Trained, coached, and mentored new employees on team specific workflows, department procedures, and policies.
- Participated individually and collaborated with teams on various projects, voluntarily or when requested by leader.
- Frequently communicated with leadership teams in multiple countries regarding quality, productivity, and department policies and procedures.
- Reviewed monthly correspondence NQR report for accuracy and reported discrepancies to leadership team.
- Reviewed two letters for each team member each month, noting coaching and/or errors discovered, then entered summary in the Internal Correspondence Review database for each person.
- Gathered, evaluated, and summarized incoming customer complaints and responses from our team, then created annual report for Franklin Templeton Board of Trustees each year.
- Monitored and documented online reviews for Franklin Templeton phone app and documented responses.
- Responded to incoming chats for 529 plans, responding with information requested.
- Performed outbound calls to customers to discuss cases, with intent to resolve questions/issues when able via telephone.
- Analyze trends specifically related to team workflows and productivity. Submit improvement ideas to leadership team, then implement change.
- Contributed positively towards achieving departmental goals as well as individual targets by consistently meeting and exceeding expectations.
- Sharpened skills by completing required continuing education and training on department and team procedures.
- Managed multiple inquiries from peers, globally, on a daily basis, maintaining a high level of organization and attention to detail.
- Increased customer satisfaction by effectively managing and resolving issues via written or verbal communications.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Responded proactively and positively to rapid change.
Transfer Agent Channel Phone Representative
Franklin Templeton
11.2004 - 04.2012
- Managed high-call volumes effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded timely and accurately to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and processing maintenance and monetary transactions online, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Coordinated with literature fulfillment department to expedite shipping for urgent customer orders.
- Participated in training programs to enhance product knowledge and customer service skills.
- Exhibited high energy and professionalism when dealing with clients, peers, and leadership teams.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
Education
High School Diploma -
Garden Grove High School
Garden Grove, CA06-1984
Skills
- Collaborative Teamwork
- Service Excellence
- Task Organization Skills
- Detail-Oriented Organization
- Multitasking Efficiency
- Consistent Dependability
- Strong Verbal and Written Communication
- Collaborative Teamwork
- Flexibility in Changing Environments
- Risk Assessment and Compliance Evaluation Skills
Monthly Customer Service/Operations Star Reports
Consistently included on monthly Customer Service/Operations Star Reports for error free work and accomplishments. Mentioned by leadership team in multiple meetings regarding my performance.
Timeline
Financial Services Account Associate Specialist
Fidelity Information Services, FIS
02.2022 - 03.2025
Transfer Agent Channel Specialist
Franklin Templeton
04.2012 - 02.2022
Transfer Agent Channel Phone Representative
Franklin Templeton
11.2004 - 04.2012
High School Diploma -
Garden Grove High School
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