EMILY MACKEY
Pittsburgh
Summary
Friendly and organized professional dedicated to delivering exceptional client service. Possesses strong communication abilities and solid understanding of customer relationship management, coupled with proficiency in handling client inquiries and resolving issues efficiently. Committed to fostering positive client interactions and enhancing customer satisfaction.
Overview
6
6
years of professional experience
Work History
Client Service Officer
The Bank of New York
05.2024 - Current
- Maintained detailed records of all client interactions, ensuring accurate information was available for reference during future engagements.
- Developed strong relationships with clients, fostering trust and loyalty through consistent communication and support.
- Enhanced client satisfaction by promptly addressing inquiries and resolving issues.
- Demonstrated excellent analytical skills by identifying patterns in client behavior and proactively addressing potential issues before it was escalated.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
Analyst, Corporate Actions
Bank of New York Mellon
10.2022 - 05.2024
- Responsible for mandatory and voluntary corporate actions custody functions for all organizational accounts
- Reconcile, monitor and post entitlements to client accounts
- Responsible for researching and responding to inquiries from internal business groups, brokers, clients and custodians
- Work on multiple systems to perform corporate action processing, including creating and scrubbing announcements, sending client instructions to third parties, and posting online cash and security transactions
- Streamlined operations and prioritized tasks, allowing productivity to increase by 25%
Sales Manager
ROWE Inc
05.2021 - 10.2022
- Conducted interviews to find skilled individuals to join team
- Applied different approaches to changing work demands and to meet sales challenges
- Held daily check-ins with team members to set objectives and monitor progress
- Developed sales team through motivation, counseling and product knowledge education
- Managed a team of 10 sales representatives, driving a 15% increase in sales targets
Sales Representative
ROWE Inc
01.2020 - 05.2021
- Called and met with regular and prospective customers to build long-term customer relationships and networks
- Generated leads and maintained lists of prospective customers
- Exceeded sales targets by 20% within 1 year
- Trained newly hired sales team members regarding company procedures and standards
- Attended scheduled training sessions, department meetings and company events to build expertise and promote company image
Program Management Intern
Magna Seating
05.2019 - 08.2019
- Worked with program management to bring employees to certain deadlines
- Helped keep employees accountable and up to date on the standards of the company
- Troubleshot minor problems and reported larger technical issues
- Responded quickly to meet customer needs and resolve problems
- Defined problems, collected data, established facts and validated conclusions
Education
Bachelor's - Communications
Grand Valley State University
Allendale, MI12.2020
Skills
- Excel (4 years)
- Sales Experience (3 years)
- Marketing Strategy Development
- Effective Written and Verbal Communication
- Creating Presentations and Proposals
- Client needs assessment
- Client relationship building
- Teamwork and collaboration
- Problem-solving
Timeline
Client Service Officer
The Bank of New York
05.2024 - Current
Analyst, Corporate Actions
Bank of New York Mellon
10.2022 - 05.2024
Sales Manager
ROWE Inc
05.2021 - 10.2022
Sales Representative
ROWE Inc
01.2020 - 05.2021
Program Management Intern
Magna Seating
05.2019 - 08.2019
Bachelor's - Communications
Grand Valley State University
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