• Serve as a Subject Matter Expert to develop recommendations for incentive budgets, sales forecasting, and business plans. • Lead a team of representatives that provide additional analytical support to better understand; Agency performance, compensation, while identifying both positive and negative trends to create actionable items that support overall company growth.• Work closely with independent contractors to better understand all aspects of their financial compensation including available incentives.• Lead initiatives with IT to design or enhance existing reports to assist leadership in making informed decisions for sustainable growth year after year or process streamlining.• Monitor agency debt from an enterprise perspective to protect company assets and to ensure accounts remain healthy or to develop a plan to correct underperforming accounts.• Primary resource for the Senior Leadership Team in evaluating Agency Owner financial issues, performance, and analytics, while also providing an action plan or recommendation for potential solutions. • Participate in Senior Leadership meetings to provide insight from an analytical perspective and to create ad hoc financial projections to valuate future potential incentives or changes in agent productivity. • Prepare periodic reports used both internally and externally to identify potential issues at the agent or agency level which are then used to create an action plan.• Build relationships with Agency Owners and Agents through in-person and virtual interactions.• Educate Agency Owners and Agents on the overall impact of quality business to their current and future commissions.

• Prepare and continuously revise reporting to business partners on Ethics Office activities.• Work on high-profile tasks such as Board reporting and Personal Trading Committee materials by reporting on Ethics Office policy violations, preparing statistical data analysis, drafting topics, and leading prep sessions to finalize the meeting materials. • Prepare written reports to sub-advised clients, including certifications of Rule 17j-1 of the Investment Company act of 1940 and descriptions of personal trading violations.• Manipulate large sets of data by using various Microsoft Access capabilities, as well as Excel formulas, pivot tables, and charts, in order to provide analysis and reports to peers, management, and business partners. • Serve as the Ethics Office point of contact for internal/external auditors, regulatory or legal requests to provide transparency to Ethics Office activities, gather requested evidence, prepare responses, and escalate issues to management.• Create and update Policies and Procedures for new and existing processes.• Demonstrate a proactive approach and willingness to perform multiple tasks on a variety of topics in order to contribute to the overall success of the department.• Build working relationships with business partners by being responsive to their questions on the various Ethics Office programs when new reporting is requested, and supporting requests from business unit risk and compliance groups when they perform controls testing that require Ethics Office data.• Effectively communicate with all levels of management whether it is in response to a request or providing insight on the Ethics Office programs.

• Performed surveillance of employee accounts and trading activity, presented to management a full description of potential violations, the research conducted, any communication with the employee, and a recommendation for the course of action.• Communicated final violations to employees and ensured they completed the required corrective action.• Conducted research on calls received from employees who feel they may have been exposed to material non-public information, validated the employee’s concerns, and provided a recommendation to management on what steps should be taken.• Kept current on relevant changes in the industry, as well as Fidelity's internal policies in order to provide guidance to employees regarding their compliance requirements.• Participated in and tested technology initiatives to enhance the monitoring system in order to reduce and/or eliminate false alerts.

• Organized daily workflows for teammates by prioritizing daily volume to ensure the time sensitive account transfers were processed prior to the daily market close to minimize risk exposure. • Engaged with all levels of management on team initiatives by communicating clearly on desired outcomes that included implementing The Lean Methodology to increase productivity.• Resolved transfers that were processed incorrectly by conducting research and working directly with other financial institutions to correct the transfer.• Acted as the Subject Matter Expert by providing signoff on large transfers and coaching other team members on the department’s processes and procedures. • Consistently met and exceeded all team metrics and goals including 98% or higher quality by being detailed oriented and establishing performance goals with my manager.

• Worked with the CSS Management team on new projects by creating a plan to implement new initiative such as preparing for a department wide reassignment.• Provided a high level of retirement knowledge to plan participants by educating them on the value and investment options within their Fidelity 401k retirement plan.• Handled escalated customer service issues by listening to the customer in order to resolve the customer's concerns.

• Organized freight procedures to ensure that product was properly checked-in and created shipping procedures to ensure proper shipment of merchandise.• Provided customer service inside the store by assessing the customer needs.• Updated and entered all new products into the store computer to ensure proper inventory management and pricing.• Ensured that product was correctly stocked, merchandised and priced by continuously monitoring invoices and updates from the corporate office.