Train/mentor new associates and provide support on all aspects of the Workplace Investing Participant Services and basic tech support.Maintained active presence on site during Dynamic Working times for my TEM team as well as the Onboarding teams.Coached new associates to understand their roles as phone associates in the DC department.Monitored associates for time clock adherence, and excessive average handle and hold times.Assisted new associates with xtrac work items.

Successfully upskilled and completed the training program for the Tax-Exempt market.Assist participants with their 401k, 403B and 457 retirement plans by processing transactions including contributions, withdrawals, hardship transactions, rollovers, and enrollments, while maintaining most call metrics and quality goals with no safeguards or defects.Interact often via MS Teams channels and chats to assist colleagues and build a team culture.

Maintained a small successful staff by interviewing and hiring associates as needed.Trained and coached associates on the successful sales techniques for Sprint, T-Mobile, and AT&T.Ensured the small kiosk workspace maintained proper company standards for cleanliness.

Supported new hire associates transitioning from Fidelity Charitable to Workplace Investing.Helped facilitate NovoEd training courses for the classes while also coaching associates on the values of the STRIVE model by double-jacking, live monitoring and listening to call interactions.Scheduled and led daily morning meetups, midday meetups and end of day debriefs for associates by communicating with other Peer Guides and Team Leads.Actively monitored team statics and required KPI’s to recognize achievements and coach outliers to their success stories.Assisted associates with escalation calls by providing de-escalation support and taking over the calls where neededProficiently used the programs: Merlin, WPDT, Tableau, Supervisory WFM and Xtrac Reporting

Ensuring a customer first focus from all associates through follow up and store walks.Ensuring staff in departments are following store standards for freight put away, replenishment, new sets and daily clean up.Ordering products to keep departments filled.Worked alongside the General Manager to ensure the store was adequately staffed by following the company protocol for the hiring processes.Trained, coached, and developed top line, promotable associates, and department supervisors.Awarded top salesperson for the region for two back-to-back quarters.