Summary

Overview

Work History

Education

Skills

Timeline

S Mitchell

Marietta,GA

Summary

Detail-oriented Client Relationship Manager with proven expertise in managing high-volume workflows and leading fraud investigations. Committed to ensuring regulatory compliance and delivering exceptional client satisfaction.

Overview

years of professional experience

Work History

Client Relationship Manager

E*trade By Morgan Stanley

04.2021 - 04.2026

Provide "white-glove" operational support to high-tier clients during a major firm merger, ensuring seamless transition of complex account structures.
Manage a high-volume workflow, interacting with 20% more clients than the team average to accurately open, troubleshoot, and maintain brokerage accounts.
Administer complex inquiries regarding Employee Stock Purchase Plans (ESPP), Restricted Stock Units (RSUs), IRAs, and beneficiary designations.
Execute asset movement and account maintenance tasks with a focus on accuracy and regulatory adherence.
Lead fraud investigations by coordinating between Operations, Fraud Division, and Management via Salesforce to mitigate risk and protect client assets.
Maintain a 95% Client Satisfaction (CSAT) score through meticulous attention to detail and proactive communication.

Pro Customer Support

Home Depot

08.2020 - 03.2021

Coordinated onboarding and product rollouts for professional accounts, managing technical requirements and workflow adjustments via Salesforce.
Contributed to the development of internal knowledge base articles and self-service tools to improve operational efficiency.
Maintained and facilitated communication between supplier,transportation, consumer/business

Fraud Prevention Specialist

U.S. Bank

12.2019 - 08.2020

Analyzed account activity to identify and mitigate risk, preventing fraudulent transactions and minimizing financial loss for the institution.
Demonstrated technical expertise in MasterCard and Visa settlement processes, ensuring the accuracy and efficiency of transaction reconciliations.
Generated detailed regulatory reports and documentation for compromised accounts, strengthening security protocols and client protection.
Applied a disciplined approach to monitoring account activity within a highly regulated banking environment.

Retention Specialist

AT&T

01.2019 - 12.2019

Engineered high-stakes retention strategies by utilizing advanced negotiation techniques to mitigate customer churn and foster long-term brand loyalty.
Drove incremental revenue growth through the consultative upselling of integrated wireless, DIRECTV, and high-speed internet solutions tailored to client needs.
Resolved complex technical and billing discrepancies, leveraging deep product knowledge to restore client confidence and enhance the overall user experience.
Consistently exceeded sales and retention KPIs by identifying pain points and delivering strategic, value-based hardware and service recommendations.

Customer Service Representative

State Farm

09.2016 - 05.2018

Facilitated high-volume claims administration, serving as the primary point of contact for 50–80 clients daily regarding Home and Automobile policy inquiries and risk coverage.
Strengthened digital engagement by providing technical troubleshooting for online account management, successfully migrating clients to self-service platforms for password security and account creation.
Enhanced fiscal transparency by educating policyholders on complex monthly billing statements, premium adjustments, and payment structures to ensure account standing.
Maintained strict adherence to insurance industry regulations and internal compliance protocols while managing sensitive client data and policy documentation.