Nicole Terry
Vice President at Pershing, a BNY Mellon company leading client advocacy
- Role
- Vice President at BNY Pershing
- Location
- Philadelphia, PA, US
- LinkedIn followers
- 500 followers
About Nicole Terry
With over 16 years in the financial services industry, my journey has been defined by a…
Experience
Vice President
May 2016 — Present
Leading financial services company that provides critical business processes, financial and technology solutions for financial organizations around the globe.Manages the managed account client service team, which is responsible for providing professional, accurate, and timely support to our clients via incoming phones calls and emails across multiple phones lines and email queues. The team is best described as hands on client advocates who work extensively with our internal business partners to resolve client issues and achieve client satisfaction. Research and resolve escalated tactical and strategic client issues. Increased proactive outbound calls to clients to 80% each month to enhance the service quality and to train our clients on demand, which decreased our inbound quantity by 20%. Decreased email volume by 30% by capturing and analyzing monthly call and email data to identify trends to help our clients find more efficient ways to improve their client experience. Automated processes using BOT technology, reducing the time spent by the team creating manual reports by 50%. Working with internal teams to turn on system enhancements, which reduced the number of internal emails by 30% Completed the Black Management Accelerator 2022/2023 program. Participant in the 2024/2025 Women Unlimited program.
Education
California State University-Sacramento
Bachelor of Science, Business Administration with Finance Concentration; Minor in Economics
1993 — 1998
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