Matthew Brun Email & Phone Number

Saint Johns, Fl, Us

Jacksonville, Florida, United States

Successfully cultivated customer engagement through both inbound and outbound calls. Meticulously identified and addressed customer needs, delivering tailored and impactful investment recommendations.Exceeded KPIs consistently in a fast-paced call center environment, demonstrating excellent communication and problem-solving skills, resulting in 2023 Customer Experience Index quarterly scores of 89%, 86%, 91%, and 83% (target 73%).Offered customized investment guidance based on in-depth knowledge of Fidelity's online planning tools and resources.Hosted conversations about domestic and foreign financial markets, market trends, economic indicators, and investment concepts & strategies.

Jacksonville, Florida Area

Managed high daily call volumes, averaging 30+ calls per day, while actively engaging with associates. Delivered exceptional support and resolved escalated issues, assuming end-to-end ownership of client needs.Assessed and approved high-dollar transactions, ensuring compliance and mitigating risks within a fast-paced financial environment.Effectively juggled high call volumes while dynamically coaching teams of 15+ associates, ensuring customer experience and trade accuracy goals were exceeded.Designed, developed, and delivered effective and memorable workshops to my peers on De-escalation Strategies, Asking Effective Questions, and Client Retention Strategies.

Jacksonville, Florida Area

Delivered world-class customer service via 40+ inbound calls per day to high-net-worth clients with assets between $250,000 to $1 million.Cultivated and nurtured relationships with high-net-worth clients, demonstrating an exceptional ability to understand complex financial needs and offer simple, tailored solutions.Delivered efficient and responsive resolutions for a variety of client situations. Owned the management of casework, researched the issues, and communicated the solution back to the client.

Jacksonville, Florida Area

Created a comprehensive onboarding program to ensure new hires received the necessary training, information, and resources.Conducted orientation sessions to familiarize new employees with company policies, procedures, culture, and tools specific to the call center.Collaborated with Licensing and Human Resources to ensure compliance with company regulations, completing necessary paperwork, and assisting in the recruitment process when needed.Reviewed new hire calls and provided timely feedback in 1:1 coaching and group call review sessions.Monitored service and trading calls to observe employee performance, quality, and adherence to policies.Consulted with management staff on complicated or complex unresolved issues.

Jacksonville, Florida Area

Tracked and reported key performance metrics related to customer satisfaction, loyalty, and retention to assess the effectiveness of implemented strategies and initiatives.Designed and built 'Newbie University' for 500+ new associates, cultivating crucial soft skills imperative for improving customer journeys.Worked closely with different teams, including service, trading, sales, learning & development, specialty functions, and senior leadership, enhancing the overall customer experience.

Jacksonville, Florida Area

Jacksonville, Florida Area

Ameriprise Financial, Inc. is an American diversified financial services company. Ameriprise Financial engages in business through its subsidiaries, providing financial planning, products and services, including wealth management, asset management, insurance, annuities, and estate planning.

Greater Nashville Area, Tn

For over 160 years, Southwestern Advantage has been famous for “building character in young people” by training college-aged students’ sales & leadership skills and how to run their own business. Each summer, over 1,000 students participate from campuses all around the world. During my summers in college, I left my small town of Gainesville, FL and traveled to Nashville, TN for an intensive week of sales training then relocated to various communities across the US to sell educational products door-to-door working 14 hours per day, six days a week, on straight profit.

Bachelor Of Business Administration (B.B.A.), Accounting And Finance

Activities and Societies: Fallingators Skydiving Finance and Accounting

Education record