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Karen O\'Brien Resume

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Karen O’Brien
                             Salem, NH 03079  karen@obrienresume.com



                            CLIENT SERVICE PROFESSIONAL
Adaptive, talented, and dependable client service professional with 12 years of experience providing
world class customer service and team leadership in the financial services field. Proficient multi-tasker
thriving in high pressure environments which demand accountability, client focus, team work, and
continuous improvement.

Demonstrated success record in:

       Delivering consistent world class customer service focused on asset and client retention
       Distilling value, overcoming objections, and uncovering client needs through effective listening
       Exercising sound judgment while offering creative solutions and alternatives for client
        concerns within designated account type or plan limitations
       Motivating staff to achieve peak performance levels
       Proven record of initiative and success in areas of project management and working team
        participation


                                         KEY COMPETENCIES

 Superior Client Service         Skilled Communicator & Influencer     Dynamic Team Leader
 Relationship Builder            Project Management                    Coaching & Mentoring
 Problem Resolution              Analysis & Reporting                  Continuous Improvement


                                SELECTED CAREER ACHIEVEMENTS

       Leadership - Outstanding Employee Leadership Award Nominee for Project Teams Quality
        Initiative
       Superior Client Service - Produced Client Focus PowerPoint and classroom training that is
        used for current staff and adapted for new hire training
       Coaching & Mentoring - Developed formal Callout Mentor Program for underperformers and
        interested staff focused on Effective Listening skills
       Project Management - Created Canned Letter options reducing delivery time of
        correspondence from 1-3 days to 15-60 minutes via fax and email


                                    PROFESSIONAL EXPERIENCE

Putnam Investments, Andover, MA
Technical Coordinator – Client Operations                                       2004 – Present

       Proactively handle escalated or intricate communications with Retirement, Educational
        Savings, and Retail account owners, beneficiaries, administrators, and authorized third parties.
       Participate in and lead working teams through a variety of complex project initiatives.
        Anticipate and manage production concerns, regulatory and legal changes, and effectively
        communicate impacts both internally and externally.
       Lead, coach, and train effective teams of Client Service Specialists and Processors to
        consistently exceed client and company expectations in client service, quality, and
        productivity.
       Conduct weekly feedback sessions, quality monitoring, write and deliver reviews and action
        plans, and recommend training and development plans.
Karen O’Brien
                                             Page 2 of 2


Putnam Investments, Bangor, ME
Client Service Specialist                                                      2000 – 2004

      Handle high volume of inbound and outbound calls for financial, demographic, and information
       queries from retirement participants, retail account owners, brokers, back offices, and third
       parties.
      Ensure delivery of accurate financial, legal, and plan information.
      Offer client education resources, investment options, and account service options.
      Discuss tax forms and reporting and initiate corrections as appropriate.
      Accurately and efficiently process financial and clerical requests and interpret legal documents.
      Obtained FINRA Series 6 in 2004 (License no longer sponsored by employer)

About.com, Bangor, ME
Topic Guide                                                                    1999 – 2000

      Write, produce, and manage niche website focusing on travel, relocation, and living in Bangor,
       ME and Central and Northern Maine.
      Maintain weekly chat schedules and produce weekly newsletter highlighting new content.
       Field questions via chat and email from site users looking for resources or guidance.
      Develop relationships with local businesses to ensure representation online and advanced
       notice of local events.


                              SYSTEMS & SOFTWARE EXPERIENCE

MS Office Suite (Word, Excel, Power Point), IEX NICE Workforce Management, ASPECT and UNIPHI
phone systems, Lotus Notes, DST Desktop & 3270, AWD Image, Siebel CRM/RMS Systems,
NICE/SARA call record system


                                            EDUCATION

                                 University of Georgia, Athens, GA

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Karen O\'Brien Resume

  • 1. Karen O’Brien Salem, NH 03079  karen@obrienresume.com CLIENT SERVICE PROFESSIONAL Adaptive, talented, and dependable client service professional with 12 years of experience providing world class customer service and team leadership in the financial services field. Proficient multi-tasker thriving in high pressure environments which demand accountability, client focus, team work, and continuous improvement. Demonstrated success record in:  Delivering consistent world class customer service focused on asset and client retention  Distilling value, overcoming objections, and uncovering client needs through effective listening  Exercising sound judgment while offering creative solutions and alternatives for client concerns within designated account type or plan limitations  Motivating staff to achieve peak performance levels  Proven record of initiative and success in areas of project management and working team participation KEY COMPETENCIES  Superior Client Service  Skilled Communicator & Influencer  Dynamic Team Leader  Relationship Builder  Project Management  Coaching & Mentoring  Problem Resolution  Analysis & Reporting  Continuous Improvement SELECTED CAREER ACHIEVEMENTS  Leadership - Outstanding Employee Leadership Award Nominee for Project Teams Quality Initiative  Superior Client Service - Produced Client Focus PowerPoint and classroom training that is used for current staff and adapted for new hire training  Coaching & Mentoring - Developed formal Callout Mentor Program for underperformers and interested staff focused on Effective Listening skills  Project Management - Created Canned Letter options reducing delivery time of correspondence from 1-3 days to 15-60 minutes via fax and email PROFESSIONAL EXPERIENCE Putnam Investments, Andover, MA Technical Coordinator – Client Operations 2004 – Present  Proactively handle escalated or intricate communications with Retirement, Educational Savings, and Retail account owners, beneficiaries, administrators, and authorized third parties.  Participate in and lead working teams through a variety of complex project initiatives. Anticipate and manage production concerns, regulatory and legal changes, and effectively communicate impacts both internally and externally.  Lead, coach, and train effective teams of Client Service Specialists and Processors to consistently exceed client and company expectations in client service, quality, and productivity.  Conduct weekly feedback sessions, quality monitoring, write and deliver reviews and action plans, and recommend training and development plans.
  • 2. Karen O’Brien Page 2 of 2 Putnam Investments, Bangor, ME Client Service Specialist 2000 – 2004  Handle high volume of inbound and outbound calls for financial, demographic, and information queries from retirement participants, retail account owners, brokers, back offices, and third parties.  Ensure delivery of accurate financial, legal, and plan information.  Offer client education resources, investment options, and account service options.  Discuss tax forms and reporting and initiate corrections as appropriate.  Accurately and efficiently process financial and clerical requests and interpret legal documents.  Obtained FINRA Series 6 in 2004 (License no longer sponsored by employer) About.com, Bangor, ME Topic Guide 1999 – 2000  Write, produce, and manage niche website focusing on travel, relocation, and living in Bangor, ME and Central and Northern Maine.  Maintain weekly chat schedules and produce weekly newsletter highlighting new content. Field questions via chat and email from site users looking for resources or guidance.  Develop relationships with local businesses to ensure representation online and advanced notice of local events. SYSTEMS & SOFTWARE EXPERIENCE MS Office Suite (Word, Excel, Power Point), IEX NICE Workforce Management, ASPECT and UNIPHI phone systems, Lotus Notes, DST Desktop & 3270, AWD Image, Siebel CRM/RMS Systems, NICE/SARA call record system EDUCATION University of Georgia, Athens, GA