• Lead and develop a team of 5 supervisors, consistently performing in the top 10% of the department’s objectives and key results, with a focus on fostering an involved and collaborative work environment• Proactively developed and presented comprehensive training courses to enhance the security of client accounts, leading to 4.5% decrease in security-related defective calls• Create and implement hiring and training plans for new leaders • Utilize Vanguard Management System and Coaching Kata to develop leaders in alignment with company values, promoting team efficiency and moral• Ensure team members' adherence to FINRA regulations, ensuring a high level of compliance• Manage client complaints and review procedures to provide oversight on resolutions• Utilize metric data to continuously improve departmental performance in key performance indicators• Prepare and analyze cross-departmental Client Satisfaction information on a monthly basis to influence training curriculums and implement new workflow strategies• Collaborate with Operations Team and Workforce Management Group to facilitate daily call volume efficiency by implementing urgent initiatives for operational excellence in challenging environments• Demonstrate advanced proficiency in Microsoft Office and PowerApps by creating various new trainings and matrices used by hundreds of employees• Lead the Resources Development team for the Auto VBA Campaign to design a curriculum and educational resources for over 500 agents

• Managed teams of representatives, totaling over 100 individuals over two years, consistently driving team performance above departmental goals• Established and led the Contractor Barometer Team to produce employee satisfaction surveys, resulting in a 18% increase in employee engagement and morale within the department• Analyzed departmental metric data to develop and implement initiatives focused on improving coaching processes and coaching outcomes.• Designed and implemented a new training program that reduced transfer rates by 21% across the organization • Created a department-wide playbook to enhance cross-departmental Client Satisfaction, resulting in stronger client relationships• Analyzed financial data and identified the need for a new team to provide assistance to clients impacted by potentially fraudulent situations, and created the new team by assessing departmental headcount• Initiated and led problem-solving efforts to identify and mitigate risks, optimize processes, and ensure team success

• Managed a diverse book of business, overseeing client impact with Fixed Income and Brokerage securities• Participated in the Leadership Discovery Program, enhancing leadership skills and business acumen• Collaborated with various business groups to resolve complex client issues, demonstrating exceptional problem-solving abilities• Provided coaching and support to new team members, significantly contributing to improved performance• Conducted impactful team meetings, fostering effective communication, and sharing valuable insights• Identified opportunities for process enhancements based on client feedback, driving operational efficiency

• Organized and facilitated team events to enhance engagement and foster a positive team culture• Developed and implemented a recognition program to increase team member engagement and morale• Analyzed results of the Crews Views survey, facilitated feedback sessions, and oversaw the successful implementation of action plans• Managed a portfolio of clients, consistently maintaining strong relationships through effective communication

• Evaluated client needs and identified optimal solutions, consistently delivering exceptional service

• Provided prompt and accurate responses to general client inquiries• Collaborated with new hires, ensuring compliance with licensing requirements