Annastasia Lewis
Client Services Associate
Dublin
Summary
Goal-oriented and hardworking professional with 7 years of experience in client services and nearly 2 years in the banking and financial services sector, specifically within the Irish market. Known for excellent communication skills, adaptability, and the ability to multitask in fast-paced, dynamic environments. A proactive individual with a strong attention to detail, consistently meeting deadlines while ensuring high-quality results. Adept at building strong client relationships and navigating complex workflows, with a self-starting approach to all tasks.
Overview
6
6
years of professional experience
1
1
year of post-secondary education
Work History
Client Services
Fidelity International
03.2024 - 09.2024
- Engaged with clients via phone, following established call procedures and applying best practices in call openings, issue identification, resolution, and closure
- Consistently maintained high performance standards, achieving accuracy in KPIs and meeting or exceeding agreed objectives
- Delivered outstanding customer support by resolving inquiries efficiently and consistently surpassing client expectations
- Clearly explained UK products and services, while guiding clients to relevant tools and resources to encourage confident self-service
- Proactively acknowledged and managed client complaints, aiming for timely and effective resolution whenever possible
- Promptly identified and escalated risks, potential fraud, or cases involving vulnerable customers to the appropriate teams for swift action
Business Support Assistant
Turley
12.2023 - 03.2024
- Proficient in using business software including Base and Rapport for administrative and operational support
- Organised and coordinated internal and external meetings, both virtual and in-person, ensuring all logistical requirements were met
- Arranged travel and accommodation bookings, including hotel and transport reservations, in line with business needs
- Managed procurement of office supplies and stationery, ensuring consistent availability and cost-efficiency
Customer Success and Growth Advisor
Permanent TSB
04.2022 - 12.2023
- Built and maintained strong relationships with clients and partners while ensuring compliance with established service level agreements (SLAs)
- Advised clients on a range of retail banking products and services, aligning recommendations with their financial needs and goals
- Managed client communications within the Digital and Direct department, contributing as a proactive and collaborative team member
- Consistently met and exceeded performance standards through accurate delivery on key performance indicators (KPIs)
- Demonstrated expertise in a variety of banking software platforms including TYSYS, UNIBANKS, SMART, ZAMANO, GTX, and Suspicious Activity monitoring tools
- Served as floor supervisor, handling escalations from team members to ensure prompt and effective resolution of complex issues
Team Lead
Accenture
06.2021 - 01.2022
- Managed, motivated, and mentored a diverse team of 15-20 multinational associates, serving as the primary point of contact for escalations and complex issues
- Developed tailored performance improvement plans and conducted regular one-on-one coaching sessions (fortnightly) to foster individual growth and team success
- Proactively identified opportunities to streamline workflows, recommend improvements, and create a culture of innovation and continuous process optimization
- Contributed to the creation of Weekly Business Review presentations, providing insights into team performance, trends, and opportunities
- Managed team schedules, rosters, and holiday allotments, ensuring appropriate coverage and adherence to staffing requirements.
- Delivered training and mentorship to associates, fostering strong engagement, morale, and a culture of continuous learning and improvement
- Acted as a trusted expert and point of contact for both the team and internal stakeholders, providing guidance and solutions to resolve operational challenges
Associate Team Lead
Accenture
01.2021 - 06.2021
- Began my journey as a people manager, leading a team of multinational associates and cultivating an environment of growth and collaboration
- Managed both individual and team KPIs, ensuring that performance metrics were met and consistently improved upon
- Oversaw the scheduling and attendance tracking of shifts, ensuring optimal coverage and compliance with staffing requirements
- Reported technical issues and system bugs to the client in a timely and organized manner, providing responsive and proactive support for any follow-up questions.
- Conducted error and dispute coaching sessions to help associates improve their handling of complex cases and reduce errors in client interactions
- Acted as the primary point of contact (POC) for the client, ensuring clear communication and alignment between the client’s needs and our team's operations
Senior Subject Matter Expert
Accenture
05.2020 - 01.2021
- Acted as Subject Matter Expert (SME) for all workflows within the customer support function, overseeing three distinct product teams: Classic, Account Access, and SMB
- ccompanied Workflow Points of Contact (TLs) on client shadowing visits and deep-dive sessions to gather actionable insights and improve workflow efficiency
- Served as the primary point of contact for Quality Assurance (QA), Training, and Reporting for SME-related requests, ensuring accurate and timely responses
- Organized and led weekly SME meetings at the site level, fostering collaboration, knowledge-sharing, and continuous improvement
- Maintained regular alignment with SME counterparts in other locations to ensure consistency in workflow management and operational practices
- Prepared and managed the shadowing schedule and buddy system for new joiners, supporting their smooth onboarding and integration into the team
Subject matter expert
Accenture
01.2020 - 05.2020
- Served as a product and process expert, acting as the primary point of contact (POC) for both agents and the client
- Acted as a reliable link between agents, Team Leads, and the client, ensuring effective communication and operational alignment
- Supported the team in driving and managing KPIs, offering guidance to ensure both individual and team objectives were consistently met
- Assisted management and Team Leads in facilitating team and client meetings, contributing to a collaborative approach to goal-setting and performance review
- Coached underperforming agents, providing targeted feedback and strategies to help them meet KPIs and improve overall performance
- Contributed ideas for the ongoing improvement of documentation and processes, aiming to enhance team efficiency and client satisfaction
UKI Customer Support Agent
Accenture
06.2018 - 12.2019
- Delivered exceptional customer support to users of the world’s largest social communication app, ensuring a top-tier experience for every interaction
- Consistently achieved a minimum of 98% quality score in weekly performance assessments, demonstrating a commitment to excellence in service delivery
- Analyzed and resolved customer issues efficiently, ensuring queries were addressed in a timely and accurate manner
- Participated in a development program focused on enhancing skills through structured training, contributing to both personal and team growth.
- Provided support to Subject Matter Experts (SMEs) and Team Leads, assisting with various operational needs and contributing to team success
- Mentored new joiners, offering guidance and support to help them integrate smoothly into the team and excel in their roles
Education
FETAC Level 5 - Business & Law
Dunboyne College of Further Education
09.2013 - 05.2014
FETAC Level 5 - Fashion & Art Design
Dunboyne College of Further Education
09.2012 - 05.2013
Skills
- Analytical
- Customer focused
- Problem-solving skills
- Organizational and interpersonal skills
- Target driven
- Client service skills
Frameworks And Tools
- Microsoft Word
- Excel
- Power Point
- Outlook
- TYSYS
- SMART
- UNIBANKS
- SRT
- GTX
- Fastdesk
- GenCloud
- SID
Timeline
Client Services
Fidelity International
03.2024 - 09.2024
Business Support Assistant
Turley
12.2023 - 03.2024
Customer Success and Growth Advisor
Permanent TSB
04.2022 - 12.2023
Team Lead
Accenture
06.2021 - 01.2022
Associate Team Lead
Accenture
01.2021 - 06.2021
Senior Subject Matter Expert
Accenture
05.2020 - 01.2021
Subject matter expert
Accenture
01.2020 - 05.2020
UKI Customer Support Agent
Accenture
06.2018 - 12.2019
FETAC Level 5 - Business & Law
Dunboyne College of Further Education
09.2013 - 05.2014
FETAC Level 5 - Fashion & Art Design
Dunboyne College of Further Education
09.2012 - 05.2013
Similar Profiles
Sparsh RainaSparsh Raina
Senior Associate - Investment Research at Fidelity InternationalSenior Associate - Investment Research at Fidelity International
Lakshita GaurLakshita Gaur
Software Development Engineer - 1 at Fidelity InternationalSoftware Development Engineer - 1 at Fidelity International
Abha SinghAbha Singh
Project Manager at Fidelity InternationalProject Manager at Fidelity International
Savanna MoranSavanna Moran
Warehouse Operations Lead at COCO The ShopWarehouse Operations Lead at COCO The Shop
Michelle GagnonMichelle Gagnon
Party Host at Scene 75Party Host at Scene 75