Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles, leading projects and quickly making positive changes to drive company success. Focused on using training, continuous improvement, and employee development strategies to maximize employee engagement and performance.
Skills
Hiring and retention strategies
Budgeting and P&L management
Consultative sales
Compelling leadership skills
Risk mitigation
Excellent communication skills
Sales operations management
Continuous improvements
Team development and management
Experience
10/2017 to 03/2020
Segment ManagerRelx Group – Vermont, IL,
Managed the project to transition FA's from LifeView Financial Planning Tool to a more efficient Goals Based integrative tool, increasing Net Acquired Assets through the number of plans delivered.
Collaborated cross-functionally with Inheritor Services which led to increased referrals and reduced time to complete the Estate Process for clients.
Developed 4 week training program for Team Financial Advisors in sales, customer service, and investment strategies and realized 91% client retention rate within 18 months.
Identified operational and risk areas requiring immediate improvement and rolled out Compliance Review and Manager Approval programs, increasing transparencies and reducing risk.
Recruited, hired and trained 87 Team Financial Advisors and 6 Team Managers in the Virtual Client Solutions segment of Morgan Stanley.
Communicated the vision and strategic goals during monthly "All Hands Calls" to encourage early adoption of process and technology changes necessary to execute the business transformation.
Initiated a cross-functional and cross-site Advisory Council, as well as conducted quarterly skip level meetings with all teams to provide a clear opportunity for associates to provide feedback.
Analyzed operations and market data to assess areas in need of improvement and capitalize on changing conditions.
Upheld internal standards and productivity goals to maintain Service Levels above 90% and 98% client campaign completion targets.
Strengthened operational efficiencies and transparency in reporting, by collaborating with Data Analytics Team to develop a Managers Performance Dashboard to solve the problem of legacy systems that could not communicate with each other.
Transitioned from legacy CRM systems that did not support the new business model to Salesforce, which improved efficiencies in real time campaign management and asset growth tracking.
Forecasted trends in expected business levels and adjusted labor and new campaign initiatives to match expectations.
Executed client engagement strategies that resulted in a 22 point increase in client satisfaction (Net Promoter Score) in 18 months after launch of the Virtual Advisor Team model.
Addressed internal and customer-related issues each day and affected strategic resolutions.
Established ambitious goals for employees to promote achievement and surpass business targets.
Spearheaded training initiatives to improve employee performance and bottom-line business results.
Collaborated with recruiting and training partners to complete the closure of the Utah office and opening of a new Virtual Advisor Center in Phoenix, AZ.
Led multiple projects to merge multiple branch locations in shared markets throughout NC, SC, and GA after the merger with Smith Barney.
Opened a new branch in St Simon, GA and collaborated with Risk, TMS, and Operations to on-board FA's, support staff, and transition their clients to MS from their prior firm.
Consistently received Satisfactory annual audits, including being 1 of 6 Complexes throughout MS to receive an Exemplary Audit in 2017.
Led multiple projects to successfully complete the Business Transformation to the team structure and Virtual Advisor model.
Managed multiple cross-site and cross-function projects to meet anticipated timelines for milestones and completion dates.
11/2009 to 10/2017
Business Services ManagerRes-Care, Inc. – Fredericksburg, VA,
Recruited, trained, and supervised Financial Advisor Associates, Registered and Non-registered Client Service Associate, as well as Operation Associates on best practices and protocol while managing teams to ensure optimal productivity.
Responsible for review and approval of trades and transactions in a high volume sales environment.
Collaborated with Risk to maintain compliance with all industry licensing and regulator environment for over 300 employees in up to 17 Branch locations across NC, SC, and GA.
Mentored associates through the Leadership Development Program to become Service, Risk, and Sales Managers.
Evaluated and identified ineffective workflow processes, implements solutions to improve productivity and personnel performance.
Planned and executed successful corporate meetings, lunches and sales and training events.
04/2005 to 11/2010
Financial Advisor/ Senior Registered AssociateMorgan Stanley – City, STATE,
Exuded professional expertise and resourcefulness to gain trust and confidence of clients, vendors, and other professionals.
Identified opportunities and provided coaching for Financial Advisors to form strategic partnerships to increase efficiencies, leverage diverse knowledge and skills to increase asset growth and revenue.
Supported Financial Advisor to achieve 153% revenue growth over 4 years by delivering world class client service, executing an effective marketing strategy, while creating operational efficiencies.
Served as Complex Coach for 3 years to support support staff development, as well as recruiting and on-boarding of Financial Advisors and their teams.
Counseled clients on financial matters and provide recommendations investment opportunities, products, and services based on client needs and asset availability.
Interviewed clients to assess income, expenses, insurance coverage, tax status, financial and investment goals, and risk tolerance to formulate and deliver strategic financial plans;
Education and Training
Expected in 12/2005
MBA: University of North Carolina At Greensboro - Greensboro, NC GPA:
Expected in 05/2004
Bachelor of Science: Business Administration University of North Carolina At Greensboro - Greensboro, NC, GPA:
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