Sebastian Ziernicki

Client Support

ARIVE

May 2025 - Current (1 year 3 months)

Serve as the primary contact for mortgage brokers, handling phone inquiries and support tickets, resolving issues directly, and routing tasks to appropriate teams Provide top-tier customer support, while appropriately addressing call volume and communicating relevant information O Stay current on major system features, client use cases, marketing materials, and event schedules so as to competently discuss them and answer related questions on phone calls Maintain records and awareness of call volume and call topics to aid teams in identifying strategies to proactively address volume and user pain points in a startup environment

Customer Experience Consultant

CoinTracker

Jan 2025 - May 2025 (5 months)

Provided exceptional customer support via chat, email, and phone channels, resolving a wide range of inquiries related to cryptocurrency products and services • Contributed to a positive perception of CoinTracker in the marketplace through excellent customer service and a Customer Satisfaction score of over 80% Proficiently used Zendesk, Canny, Slack, and Linear to manage customer interactions, track issues, and collaborate with the company Proactively identified opportunities to engage with customers, improve customer experience, and drive sales of premium accounts and services Worked directly within the cryptocurrency industry, understanding its unique challenges and opportunities

Strategic Client Engagement Lead

Finastra

Jun 2022 - Dec 2024 (2 years 7 months)

Cultivated strong relationships and drove success for a portfolio of 15 key clients, with annual recurring revenues ranging from $19M to $122M, by providing dedicated support and guidance O Led client onboarding activities, including software implementation, optimization, and ongoing training, ensuring seamless integration and maximizing product adoption Proactively managed client cases and deadlines within Salesforce Service Cloud, ensuring timely resolution of issues and maintaining a 93.3% account retention rate Served as a subject matter expert on Mortgagebot cloud software, staying abreast of new features and releases to provide clients with the latest information and best practices

Client Relationship Manager

Mr. Cooper

Dec 2020 - May 2022 (1 year 6 months)

Drove client success as the primary contact for a portfolio of 25 lenders, ensuring timely resolution of loan status inquiries and fostering strong client relationships Proactively managed a pipeline of 50-75 active loans, identifying potential roadblocks and taking appropriate action to ensure smooth processing and client satisfaction Collaborated effectively with internal departments (Suspense, Underwriting, Funding) to expedite loan approvals while minimizing defects and maintaining compliance with all applicable policies and regulations Delivered exceptional client service by providing rapid responses, proactive communication, and personalized support throughout the loan lifecycle

Sebastian Ziernicki

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