Kayla McCowen
Los Angeles
Summary
Detail-oriented and client-focused professional with expertise in case management, financial services, and customer support. Experienced in guiding clients through complex processes with accuracy, discretion, and empathy. Skilled at managing documentation, collaborating across legal and compliance teams, and resolving issues efficiently. Currently advancing knowledge in Leadership and Human Resources at Louisiana State University to strengthen leadership capabilities and support long-term career growth in case management, financial services, or hospitality leadership..
Overview
5
5
years of professional experience
Work History
Transition Services Specialist
Fidelity Investments
Greenwood Village
09.2022 - Current
- Guide clients through major life events such as bereavement, divorce, and inheritance, with empathy and accuracy.
- Manage financial transactions by collecting and processing legal and financial documents.
- Work with Legal, Probate, and Compliance teams to resolve discrepancies and avoid delays.
Customer Service Advocate
Fidelity Investments
Greenwood Village
09.2021 - 09.2022
- Assisted clients with 401(k) loans, withdrawals, and account updates.
- Kept client records accurate while delivering supportive service.
- Partnered with internal departments to resolve transaction and compliance issues.
Customer Support Specialist
Charter Communications, Spectrum
Ontario
01.2021 - 06.2021
- Helped customers resolve internet, phone, and account issues in a fast-paced call center.
- Adjusted service plans and maintained account accuracy.
- Used patience and problem-solving to keep customers satisfied.
Education
Bachelor of Science - Leadership & Human Resources
Louisiana State University
Baton Rouge, LAAssociate of Arts - Hospitality Management
El Camino College
Torrance, CAHigh School Diploma -
New Millennium Secondary School
Gardena,CASkills
- Case and client management
- Problem solving and resolution
- Team collaboration and leadership
- Process improvement
- Time management and prioritization
- Active listening
- Microsoft Office Suite and PMS
Timeline
Transition Services Specialist
Fidelity Investments
09.2022 - Current
Customer Service Advocate
Fidelity Investments
09.2021 - 09.2022
Customer Support Specialist
Charter Communications, Spectrum
01.2021 - 06.2021
Bachelor of Science - Leadership & Human Resources
Louisiana State University
Associate of Arts - Hospitality Management
El Camino College
High School Diploma -
New Millennium Secondary School
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