Senior Sales And Service Manager resume example

Fidelity Leadership Award This is one of the highest honors one could achieve at Fidelity Investments/National Financial Services. In order to achieve this award, one must first be nominated by his or her senior leadership. Then a senior, c-level panel must vote for the winner from a list of several nominees which is comprised of employees of all levels from associates to managers to directors. This award, accompanied by a year-end bonus, was won after being with Fidelity for a little less than one year. Below was the written nomination by the Vice President of the department, John Oleon.

“Rob has been in the International Operations department for just about 1 year now. His time in the department was originally spent as a trainee, learning TOA processing when the new role came to the group. Rob started out quickly, learning the process and mastering the instructions, communication and follow-up. The metrics for TOA improved immediately by 1 day of cycle time and his quality was over 99%. Unfortunately, The International TOA follow-up team quickly lost two temporary associates, but Rob took the lead training the new associates as they arrived and handing off the process seamlessly. Rob then moved to provide settlement support across all markets, as we again lost a key associate. He mastered this process and assured we continued to improve our settlement efficiency. After quickly learning these processes, Rob moved to our overnight role. During his initial time on the overnight role, Rob avoid two large risk situations as he provide our new client Evercore ISI with feedback and worked with Citibank to avoid two large Spanish buy ins and then settled some large UK trades avoiding fines and interest penalties. Rob received the following feedback from one of our business partners: “I want to let you know that Jessica Claire has been doing an outstanding job overnight for our Teams overnight. He is of great help on a nightly basis supporting FCM, and was exceptional during the recent Transition. Considering he is new to Fidelity, he displays excellent choices in elevating issues, while keeping me informed of his progress. Last night he even responded on inquiries from much earlier in the evening saving us both additional communications later. His ability to clearly communicate an issue and required response is an important trait of an off-shift Team member. Just FYI - but I think you have a good one in Jessica.” Rob returned to the day shift during the summer and supported several markets and business units and then moved back to the overnight role unexpectedly. In October, the team lost two tenured associates to promotional opportunities within other groups. These Associates were scheduled to cover the overnight shift until Dublin went live. At the same time, we were also short staff. Rob volunteered to move to the overnight role and then extend his time to over into January 2016 when we lost more associates. This provided stability to the overnight role and allowed training for new associates to continue. Rob as a new employee to the firm has shown great leadership and is willing to sacrifice his own evenings to support the team during this difficult time. I applaud his effort.”

Nominated by: John Oleon, “Own the Issue”