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.