Gregory Gavin Email & Phone Number

Charlotte, North Carolina Area

• Responsible for a contact center of 100 frontline support associates, supervisors and managers in multiple locations providing guidance and support to over 4,100 financial advisors and 600,000 calls per year• Responsible for product launch, from prototype to rollout, of new LPL product allowing advisors to outsource sales assistant support to LPL resulting in $200,000 in monthly revenue to the firm• Designed and launched a quality assurance team responsible for improving the client experience resulting in an twenty-five percent improvement in employee performance. • Ensure that high performance standards and metrics are met, manage difficult client conversations and resolve issues by working with other departments• Understand the needs/expectations of advisors and effectively communicate them to stakeholders during new product developments and launches• Forecast the implications of operational and technology deployments and plan for their successful execution

.• Managed a team of 20 associates responsible for providing operational guidance to offices with $710K or greater in production• Set performance goals, coached and developed staff that consistently handled the highest volume of calls with the highest service level • Responsible for various projects to improve the advisor and employee experience resulting in improved efficiencies

• Prospected bank and credit union executives to identify interest in offering financial services or changing broker-dealers• Worked with senior management on presentation creation and delivery to bank and credit union executives

• Provided operational guidance and trade support to LPL/UVEST network of institutional financial advisors.

• Placed equity, option and mutual fund trades for retail clients• Discussed investment objectives and suitability with clients

• Discussed investment objective, risk and suitability of Vanguard mutual funds with current and potential Vanguard shareholders.• Educated current and potential shareholders about IRAs, 401(k) plans, 529 plans, and tax laws.