Hakim Howell
Ambler
Summary
Results-driven professional with over 20 years of experience in customer service, project coordination, and data accuracy within the insurance and financial services sectors. Demonstrated ability to identify process inefficiencies, streamline operations, and ensure compliance with regulatory requirements. Skilled in managing large volumes of data with precision, supporting cross-functional teams, and resolving complex customer issues. Recognized for delivering high-quality service while maintaining a positive, solutions-focused approach.
Overview
23
23
years of professional experience
Work History
Executive Customer Relations Specialist
Ally Bank
Fort Washington
01.2023 - Current
- Resolved 20+ customer complaints weekly by analyzing root causes and delivering effective solutions.
- Logged and managed all cases in CRM, ensuring 100% documentation accuracy.
- Delivered consistent feedback and trend analysis to leadership, enhancing issue resolution.
- Collaborated across departments to enhance customer satisfaction and operational efficiency.
Service BDC Manager
Conicelli Autoplex
Conshohocken
08.2022 - 01.2023
- Oversaw customer outreach for service scheduling, increasing appointment conversions by 25%.
- Trained and supervised Scheduling Coordinators, leading to a 30% improvement in departmental call handling performance.
- Utilized CRM tools to document interactions, track customer concerns, and coordinate with parts and service departments.
Service BDC Assistant Manager
Conicelli Autoplex
Conshohocken
05.2022 - 08.2022
- Scheduled 100+ service appointments weekly while ensuring complete and accurate customer data
capture. - Reviewed and approved bonuses, coached staff, and contributed to a 10% improvement in monthly team KPIs.
- Maintained detailed service records in CRM for streamlined workflow and service delivery.
Project Management Associate
Prudential Financial
Dresher
03.2016 - 02.2020
- Managed exam vendor performance tracking systems, ensuring 98% compliance with SLAs.
- Investigated vendor complaints, documented findings, and initiated improvements that enhanced turnaround times.
- Created monthly and quarterly performance reports; facilitated vendor meetings to support continuous improvement.
- Improved document management workflows by identifying gaps and recommending process updates.
Customer Service Associate
Prudential Financial
Dresher
05.2005 - 03.2016
- Accurately prepared and reviewed life insurance policy documents to ensure compliance with state regulations.
- Served as primary escalation contact, resolving complex issues with a 95% first-contact resolution rate.
- Handled document shipping logistics and trained new staff, increasing team efficiency by 20%.
- Conducted quality reviews, improved documentation standards, and maintained detailed tracking systems.
Customer Associate
Adecco Group (Contractor at Prudential)
Dresher
09.2002 - 05.2005
- Performed high-volume document scanning and data entry with 99% accuracy.
- Sorted and distributed mail to over 50 departments daily.
- Ensured completeness of incoming applications and maintained integrity of digital records.
Education
High School Diploma -
Roxborough High School
Philadelphia, PA06-2002
Skills
- Data Entry & Document Management
- Customer & Client Relations
- Insurance & Financial Products
- CRM & Case Management Systems
- Compliance & Quality Assurance
- Reporting & Root Cause Analysis
- MS Excel, Word, PowerPoint
- Problem Solving & Process Improvement
Timeline
Executive Customer Relations Specialist
Ally Bank
01.2023 - Current
Service BDC Manager
Conicelli Autoplex
08.2022 - 01.2023
Service BDC Assistant Manager
Conicelli Autoplex
05.2022 - 08.2022
Project Management Associate
Prudential Financial
03.2016 - 02.2020
Customer Service Associate
Prudential Financial
05.2005 - 03.2016
Customer Associate
Adecco Group (Contractor at Prudential)
09.2002 - 05.2005
High School Diploma -
Roxborough High School