Working with clients to identify their financial goals, analyze their financial landscape, and develop recommendations that help them achieve a defined set of financial objectives. This is accomplished through strategic and tactical planning, tailored investment strategies, identifying objectives, and staying informed of market conditions to provide clients with up to date financial guidance.

Licensed Approver for client Goldman Sachs, multinational investment bank and financial services company, serving on Private Wealth Management (PWM) Client Implementation Team to review, approve, and onboard new high net worth clients. Responsible for capturing all necessary information for regulatory and firm policies, evaluating the client documentation after it has gone through the SEC and FINRA requirement gathering, and ensuring accuracy of account documents, data integrity, risk management and regulatory requirements. Serve as final approver to sign off for affluent clients to be onboarded with the PWM Business.• Perform exhaustive due diligence on up to 10 new accounts daily.• Approve and onboard an average of $200M of financial assets monthly.• Work closely with PWM teams, Compliance, Legal, and other Operations groups to ensure a positive client experience during the onboarding process. • Outside of the box thinking helped save an Ultra High net worth client from leaving by simply working a few hours on Saturday 12/31/2022 to update an account..

Servant based leader managing a stellar team of licensed insurance and benefit sales consultants providing member services to optimize retention of more than 2M customers of GoHealth, the nation’s most complete online portal for finding and purchasing health insurance coverage, with a focus on Medicare plans serving customers age 65+.• Managed a team of 30 benefit sales agents providing inbound customer support in remote call center environment.• Successfully supervised 360 calls per day, up 20% above goal, achieving 80% customer retention.• Increased agent Quality Assurance (QA) efficiency by 12% by call listening and QA reviews.• Slashed employee turnover by 6% through skill development, mentoring, and feedback.• Consistently rated one of top 3 team leaders among 30 peers based on team performance.• Team consistently achieved KPI performance of 3.7 – 3.9 on a 4.0-point scale.• Created Slack template for Workforce Management that reduced scheduling time by 12%.• Implemented weekly internet speed testing to ensure optimum connections which reduced tech problems by 15%.• Only department manager to have a team member selected as Team Member of the Year 2021 (in the role for only 4 months as a Top Performer each month).

Progressive customer service leadership roles with Wells Fargo Advisors, the third-largest full-service provider of retail brokerage services in the U.S. managing $1.8 trillion of client financial assets. Responsible for training and leading stellar customer services team of up to 18 licensed and unlicensed representatives in a centralized call center location.• Supervised a team of 15 – 25 customer service representatives in call center environment, each servicing 40+ inbound calls per day.• Decreased staff attrition by 50% in 6-month period through individual training and coaching, supported by a proactive schedule of weekly and monthly personal interaction to set goals and review progress.• Drove QA and NPS Scores KPI metrics improvement of 4.6% YOY 2018 - 2019.• Consistently ranked in the top 3 teams among 30 teams each month in CEI from 2018 - 2020.• Reviewed, refined, and updated 25+ policies and procedures over 3 weeks to provide optimal training and support for 300+ team members across 4 sites. • Spearheaded a new process to empower employees to submit updates to keep information relevant, resulting in a 60% decrease in repeat client calls and a corresponding 40% increase in a first call resolution. • Created 3 offsite team building events with 100% of team participation.• Received multiple leadership performance awards:o Awarded Personal Emotional Connection Leader, 2019 for team leadership excellence.o Awarded highest ranking manager for 98% Team Client Experience for FY 2018 for creating world class client experience.o Named 2018 Rising Star for leadership development attainment.o Named Employee of the Month 4 times.o Received Pillar Award of Excellence, 2018.o Keynote speaker at Leadership Forum - Topic Overcoming Challenges in Career Progression, 2018.

Promoted through 3 progressive roles directly serving the financial services needs of investment clients before promotion to customer service management. TRADING SERVICE REPRESENTATIVE II, 2016• Named SME Subject Matter Expert to support onboarding and refresher training of 320 new representatives. • Trained, mentored, coached, and managed 120 new hires.FINANCIAL ADVISOR, 2012 - 2015• Generated $1M monthly incremental revenue by exceeding performance goals of 40 calls per day, generating 20 new accounts monthly. • Grew individual book from 300 to 350+ households and doubled assets under management valued at $100M within first 6 months in role.TRADING SERVICE REPRESENTATIVE III, 2010 – 2012• Selected as On-Deck Lead for resource desk to manage and resolve 5+ escalated client calls daily.• Nominated by peers and management for CARE, a committee dedicated to enhancing client experiences by identifying, improving, and executing improved policies and procedures.• Created easier-to-understand and complete forms, assisted in creating document verification form that allows reps to verify missing information with clients.

*Service and retain a managed account portfolio of affluent high net worth households through delivery of an outstanding client experience.*Collect, analyze, and evaluate financial data for new and existing clients to prepare individualized comprehensive financial plans. Uncover additional assets and consolidate assets to simplify records by engaging clients through active listening, open-ended questions, and accurate documentation. *Educated clients on investment strategies, past/current market conditions, and account/investment types.*Review and analyze current investment strategies to determine cost, and present alternatives to increase savings and returns. Based on the information, would create a budget to meet the client’s goals. Individuals would save on average .75%-2% which increased their personal rate of return.*Used various planning tools to evaluate portfolios and set short- and long-term financial goals. Set-up additional future meetings to review at minimum yearly or anytime a client experienced a life changing event.*• Within a 6-month time period I increased my individual book from 300 to 350+ households and doubled my assets under management valued at over $100M.

• Served investment and brokerage needs of 500 high net worth households with $365M book of business for $2 Trillion investment firm.• Created, launched, and maintained a website to promote marketing team, enhance existing client relationships, and gain new clients by providing updated market news updates and contact information.