Marisa Dalton-Moore

• Delivered high-volume, efficient call handling while consistently meeting or exceeding KPIs for call quality, accuracy, and productivity.
• Managed escalated calls with professionalism and sound judgment, resolving complex account, transaction, and technical issues while maintaining high customer satisfaction.
• Assisted shareholders buying/selling shares of stock, brokerage account servicing, and domestic and international brokerage transfers.
• Provided end-to-end support for ACH transactions, billing inquiries and payment processing, ensuring accuracy and compliance with firm policies.
• Guided shareholders through online platforms, delivering step-by-step technical support to enhance digital self-service adoption.
• Supported Employee Stock Purchase Plan (ESPP), including open enrollments, contributions, purchases, and participant inquiries.
• Assisted with tax-related inquiries, including forms, reporting timelines, and general tax documentation support (non-advisory).
• Serviced retirement and investment accounts including IRAs, 401(k)s, and other qualified accounts, ensuring compliance with regulatory requirements.
• Maintained strict adherence to financial regulations, data privacy standards, and internal controls while handling sensitive shareholder information.
• Collaborated with internal teams to resolve complex cases and improve first-call resolution.

Contract Customer Service Representative, supporting open enrollment and peak-season operations for a benefit savings provider. Delivered high-volume support (50+ daily interactions) for HSA, FSA, HRA, and COBRA accounts, guiding customers through claims, reimbursements, account access, and benefit usage with clarity and empathy. Resolved technical and account-related issues while ensuring compliance with IRS guidelines, HIPAA, and federal regulations. Known for taking ownership of customer concerns, clearly communicating solutions, and ensuring timely, accurate resolution through ServiceNow and Salesforce case management.

Held multiple roles at ChildPlus Software, providing comprehensive client support across chat, phone, email, and front-desk operations. Supported hosted and on-premise software environments using dashboards, portals, and integrated web applications. Delivered real-time chat and technical support, resolved cases, created custom reports and filters, guided clients through data entry, reporting, and system maintenance, and assisted with software installation and configuration. Utilized SQL queries, remote LAN/VPN connections, and troubleshooting techniques to resolve data and system issues while managing multiple clients and databases simultaneously. Additionally supported administrative and receptionist functions, ensuring efficient communication, case management, and operational support.