Direct supervision of up to 14 Career and Guideline Support representatives who managed incoming telephone and written requests and concerns from sales field associates pertaining to their career path options, commissions and adherence to company guidelines. Maintained scheduling and matching current staff with call volume demands. Ensured quality performance of individual representatives by reviewing and monitoring their calls and emails and coaching towards improvement.• Successfully met and/or exceeded all KPIs in 2018 & 2019 which created a positive experience for the sales field. • Provided guidance and cross training opportunities to employees to stimulate their career growth.

Served in a multi-faceted role focused on client service, client development and office management and administration. Built quality, one-to-one relationships with clients partnering with the Financial Advisor in providing tailored, solutions-based advice.• Planned and executed the process of setting the branch vision with annual and trimester strategies establishing a schedule to monitor and review progress on branch goals.

Created and implemented all recognition strategy and programs supporting the celebration and encouragement of over 100,000 independent sales field associates throughout the U.S. and Canada. Planned and facilitated international conventions hosting over 18,000 associates working with individuals at all levels of the organization as well as with outside vendors.

Conducted one-on-one biweekly coaching sessions with top performing sales field leaders focusing on Goal Setting, Time Management, Sales Growth and Team Leadership. Successfully coached 40% of total client base to promote to the next level of leadership.

Served as point of contact for 300+ fractional owners of private jets including high-profile clients and celebrities. Planned and booked domestic and international itineraries, coordinated logistics and provided 24/7 customer support, including event planning. Researched and monitored airports, aircraft capability, aviation regulations and international requirements. Provided quotes, explained contract details and FAA regulations.

Managed development and implementation of incentive and recognition programs, including strategy and planning, and drove profitability and productivity for independent sales field of over 70,000 associates throughout the U.S. Planned and facilitated National Conventions, Incentive Trips and other events to support the success of the sales field. Maintained communications and publications for all recognition programs and managed $2 million recognition budget.

Coordinated sales field incentive and recognition programs. Developed product ideas, forecasted potential earners and organized production requirements for awards. Researched and analyzed data and prepared reports.

Direct supervision of up to 20 customer satisfaction representatives who managed incoming telephone and written requests and concerns from customers and sales field associates. Maintained scheduling and matching current staff with call volume demands. Ensured quality performance of individual representatives by monitoring their calls and meeting one-on-one regularly to discuss performance.

Direct supervision of up to 26 customer service representatives who resolved issues for residential and commercial customers. Interviewed, trained, counseled, disciplined and terminated personnel; monitored calls and scheduled work. Developed and facilitated individual and group training on policies, procedures and computer systems.