Open to opportunities

Paycen McGahey

@paycenmcgahey

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Detail-oriented client servicing specialist with 8+ years of experience.

United States

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What I'm looking for

I am looking for a role that values collaboration and innovation, where I can leverage my skills in client servicing and data analysis to drive impactful results.

I am a detail-oriented client servicing specialist with over 8 years of experience in managing complex workflows and communications with leadership. My expertise lies in problem-solving and coordinating nuanced scheduling, while executing data-driven reports. I have successfully applied AI-powered automation to streamline tasks, ensuring exceptional accuracy and efficiency in my work.

In my current role as Lead Client Servicing Associate at Clearwater Analytics, I have implemented AI-driven automations that significantly reduce manual workloads and accelerate case resolution times. My commitment to mentoring new hires has resulted in all my mentees achieving top-quartile performance within their first year. I take pride in maintaining a high case closure rate and consistently exceeding service level agreement targets, showcasing my ability to balance competing priorities while cultivating strong relationships across teams.

Experience

Work history, roles, and key accomplishments

Current

Lead Client Servicing Associate

Current

Clearwater Analytics

Jun 2023 - Present (2 years 2 months)

Received and resolved client email inquiries, including user setup, account creation, data accuracy checks, report compilation, and financial statement generation. Implemented AI-driven automations via Zapier and custom Excel macros, reducing manual workloads and accelerating case resolution times.

Client Relationship Management Data Analysis Automation Zapier Excel Macros Salesforce Case Management Systems

Executive Office Case Specialist

Wells Fargo

Nov 2019 - May 2023 (3 years 6 months)

Investigated and resolved legal, ethical, and regulatory retail banking complaints; provided written and verbal case responses to clients. Overhauled training materials and standard operating procedures for complaint remediation, reducing new-hire ramp-up time.

Case Management Regulatory Compliance Training Development SOP Development

Escalations Specialist

Wells Fargo

May 2018 - Nov 2019 (1 year 6 months)

Served as on-call supervisor for high-value clients requesting escalation, handling de-escalation and resolution over the phone. Streamlined communication channels between senior leadership and frontline teams, reducing reliance on formal case submissions and improving call resolution times.

Conflict Resolution Net Promoter Score (NPS)Customer Satisfaction

Premier Banker & Phone Banker

Wells Fargo

Oct 2016 - May 2018 (1 year 7 months)

Handled inbound calls from high-value retail clients in a fast-paced call center; cross-sold banking products based on client needs. Collaborated with mortgage, investment services, and business banking teams to facilitate seamless client referrals.

Client Relationship Management Sales Cross Selling Call Center Operations Customer Service

Education

Degrees, certifications, and relevant coursework

Century High School

High School Diploma, General Studies

Completed high school education, gaining foundational knowledge across various subjects. Developed essential academic and life skills.

College of Southern Idaho

Associate of Arts, American Sign Language

2009 - 2010

Pursued an Associate of Arts degree with a focus on American Sign Language. Acquired proficiency in ASL and developed an understanding of deaf culture.