Bryan McFadden

Background

About Bryan McFadden

I have been employed by Strategic Financial since 2016 and have held various roles during my tenure. As a customer service representative, I handled inbound customer calls, ensuring prompt and thorough resolution of issues to enhance overall customer satisfaction. I maintained a high call volume rate, averaging 30 calls per day, delivering consistently high-quality customer service by addressing inquiries, troubleshooting problems, and conducting account maintenance with a focus on exceeding customer expectations. After 1 year as a CS representative I received a promotion to Retention Specialist. I was responsible for handling client related disputes, collaborating closely with the other departments. In this role, I successfully worked to retain clients and accounts, consistently meeting and surpassing a monthly quota. This role involved conducting thorough research into client files to identify and address the root causes of any issues, while also processing cancellations in a timely and accurate manner, ensuring a positive and compassionate experience for customers, regardless of their decision to leave the program. Facing restrictions from the Covid shutdown, I became an email representative and live chat agent. In this role, I respond to an average of 120-130 customer emails daily, addressing inquiries, concerns, and providing timely and accurate information. While answering email, I simultaneously answer live chats from clients addressing any questions or concerns they may have.