PROPEL is a two-year assignment-based leadership program that invests in cross-organizational talent to create career vitality and respond to evolving business needs. Through four six-month stretch assignments, my class and I accelerate high priority work across Fidelity while developing new capabilities and strengthening skills

• Lead our newest associates through the onboarding process focusing on culture, associate experience and actively coach to processes that will lead to their long-term success. • Continuously look for ways to create a better culture for the next group of new hires and a more consistent experience for our customers• Co-lead Leader Development work for the Onboarding team. • Co-lead of Common Judgement and new leader mentorship work for Covington Client Services.

• Led a team of financial professionals to provide efficient and excellent service to our PI customers by coaching to key drivers of KPIs. • Created a coaching plan to help associates self-identify and implement behaviors to enhance the client experience. • Partnered with RC Transformation team to lead a group of associates adding the ECS skillset.

Providing best in class customer service through onboarding our newest associates to the culture at Fidelity.Building relationships with our new associates, understanding their goals, and helping them understand how our by following our established process and helping our customers, they can meet their owner personal and professional goals.Working with our learning and development team and ensuring that our new associates are receiving the training they need and have the context to help support our customersDaily supervision of associates, looking for opportunities to make small adjustments to their process with customers to build a process that they can take with them through their career and that will help our customers build the futures they want.

Help provide best in class customer experience through supervision of licensed financial associates.Daily, provide in the moment coaching to associates who are helping our customers with complex transactions, helping monitor risk to the firm and risk to the customer, and ensuring that the customer goals are accomplished and that our associates understand what they are doing and why.Proactively analyze associate KPI data, finding opportunities to help them become more effective with our customers through a deeper understanding of financial skills and processes.When mistakes are made or customers are upset, talking to escalated customers, diving deep into their situation, understanding the risk to the customer and to the firm, and making the tough decisions as a supervisor at point of contact with customer.

Provide best in class level of service and knowledge for Fidelity's client base with assets over $1mm. Work with Fidelity's most valuable clients, keeping them engaged with our brand and helping execute and implement advanced trading strategies, maintain accurate portfolio allocation, educate on market and economic trends, and accomplish their end financial goals.Consistently look for opportunities to keep the client engaged, and through insightful conversation, help win additional assets, learn more about Fidelity's offering of products and services, and retain assets when necessary.Help place equity, fixed income, mutual fund, and option trades for clients with 100% accuracy the first time, and learn more about what client is seeking to accomplish by engaging the clients in open ended conversations.To maintain the Fidelity brand and give a consistent experience, work as a client relationship ambassador, helping listen to conversations, teach new representatives ways to engage more insightful and meaningful conversations, collect and analyze data to find trends to help other reps find sales opportunities, and lead the department by consistently performing at a high level and sharing best practices

Help provide a high level of service and knowledge for Fidelity's client base with assets of $250k-$1mm.Consulted and educated high net worth clients on best-practice investment strategies; helped clients develop integrated savings and investment plans for retirement, education, and other goals, leveraging deep understanding of financial products to help craft asset allocation strategies specifically tailored to individual client needs.Take ownership of client requests and work with multiple business partners to find creative, efficient, and quick responses to any client query

Interact with customers, via inbound calls, responding to requests for information and assistance with their brokerage accounts to include description of account features, communicating account balances, and executing efficient and accurate stock tradesEngage in insightful conversations with clients regarding economic market conditions as well as various markets such as equity, fixed income, and internationalLead customers toward defined solutions applicable to their situationEffectively use on-line resources, including Fidelity.com and Microsoft Windows-based workstation to execute trades, account distributions, provide account and transaction information, discuss Fidelity's wide range of products and services, and provide market news and quotes

Manage store to ensure customer satisfaction and to drive profitable salesManage team of 15-20 team members per dayFollow sales metrics to ensure profitability and maintain an efficient teamHandle guest questions and complaints in a professional manner to find a solution that satisfies the guest and the storeMultitasking priorities in a fast paced environment and driving for resultsExecuting priority action items sent from corporateMonthly self assessment with Store Team Leader to review performance and drive changeResponsible for closing store and closing safe at nightsCoach and lead team

· Manage team of 8-10 cashiers to ensure accurate sales and cash count· Handled any guest complaints in a professional manner to maintain customer satisfaction· Managed team to increase credit applications to lead to a 5% increase in store sales for the year