I manage a team of Client Service Managers that support Registered Investment Advisors on Fidelity's platform. I am responsible for their performance relative to KPIs and career development.

Propel is an assignment -based leadership program that invests in cross-organizational talent to create career vitality and respond to business needs.

Provide consistent relationship support for Fidelity's Registered Investment Advisor clients that enables advisors to wow their clients by making service as easy as possible, allowing them to do what they do best, managing their clients’ investments.

Empower small businesses to provide the best experience for their customers by developing an intentional strategy to improve their customers’ experience and increase loyalty and referrals● Create strategy & tools to encourage a sustainable corporate culture of experience excellence ● Help business owners to understand their customer using data, not emotion ● Achieve noticeable changes to customer behavior quickly through agile, test and learn practice ● Advocate mutual… Show more Empower small businesses to provide the best experience for their customers by developing an intentional strategy to improve their customers’ experience and increase loyalty and referrals● Create strategy & tools to encourage a sustainable corporate culture of experience excellence ● Help business owners to understand their customer using data, not emotion ● Achieve noticeable changes to customer behavior quickly through agile, test and learn practice ● Advocate mutual accountability to the process of improving customer experience for each business that becomes a client Show less

Facilitated change management efforts for a new Registered Investment Advisor (RIA) ● Led initial business planning efforts, including the capture of initial values, mission and vision ● Developed client experience relationship strategy based on research of existing clients and future target clients aligned with business plan ● Created service model for managing client relationships, leveraging the custodian's technology offering for efficiency ● Administered creation of job… Show more Facilitated change management efforts for a new Registered Investment Advisor (RIA) ● Led initial business planning efforts, including the capture of initial values, mission and vision ● Developed client experience relationship strategy based on research of existing clients and future target clients aligned with business plan ● Created service model for managing client relationships, leveraging the custodian's technology offering for efficiency ● Administered creation of job structures for employees, based on business needs and personnel strengths ● Implemented many repeatable processes to increase efficiency Show less

Led and supported key strategic initiatives aligned with the Investor Center customer experience, including Voice of the Customer, associate engagement and adoption, experience design, process innovation, as well as metrics and ROI

Designed and executed organizational public relations and marketing efforts. Produced special and promotional community events. Collaborated with local, regional and national leaders to advance the organizational mission. Represented constituents in public forums. Created and managed budget. Secured ample funding through sponsors and donors

Managed all office operations from customer service and compliance to financial reporting and client event planning.

Served as reference point for Investor Center representatives nation-wide for customer service and trading questions and policy exceptions.

Established and maintained relationships with the media. Wrote for internal and external publication. Consulted on ad copy and design.