Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

August Scott

Denver,CO

Summary

Demonstrative Investment Solutions Supervisor known for successfully handling tasks in high-volume setting. Promoting fantastic teamwork and excellent planning and guidance service to all customers. Dedicated to best-in-class time management and detail-oriented work.

Overview

5
5
years of professional experience

Work History

ISR II Help Desk

Fidelity Investments
Greenwood Village, CO
04.2023 - Current
  • Assisted with implementation of coaching strategies to drive KPIs from below to above national average over the span of 3 months into role
  • Review trade blotters for aligned team, as well as other Denver ISR teams
  • Consistently coached to FRM model for aligned ISR team
  • Maintain all personal KPIs above national average consistently since starting in role
  • Help in championing a culture of teamwork, hard work, and positive attitudes in the P&A department

ISR I Help Desk

Fidelity Investments
Greenwood Village , CO
04.2022 - 04.2023
  • Monitored help desk to quickly deflect and resolve escalated issues from various departments.
  • Trained new employees on support processes, procedures and knowledge base.
  • Assisted with internal recruitment for Denver ISR
  • Provided 1:1 coaching with representatives on my aligned team
  • Consulted with national learning leads to build ISR I HD training course as well as ISR I training course
  • Assisted with implementation of new ISR I, II, and III structure, as well as new KPIs

Client Services Help Desk

Fidelity Investments
Greenwood Village, CO
10.2021 - 04.2022
  • Handled client relationship management functions to promote enduring relationships with diverse clientele.
  • Provided exemplary coaching to department employees
  • Oversaw address of customer requests for friendly, knowledgeable service and support.
  • Drove customer escalations to resolution by engaging directly with clients.
  • Traded mutual funds, equities and options contracts with precise technique
  • Maintained personal KPIs in the top 3 ranking for the duration of my time with service HD

Client Relationship Advocate

Fidelity Investments
Greenwood Village, CO
12.2020 - 10.2021
  • Completed FE, MF, Equity, and margin and options trainings
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Learned the value in open-ended questions
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Upheld privacy and security requirements for customer information.

Education

Bachelor of Science - Human Development And Family Studies

Colorado State University
Fort Collins, CO
05-2020

Bachelor of Science - Biomedical Sciences

Colorado State University
Fort Collins, CO
05.2020

Skills

  • Business services support
  • Customer support and assistance
  • Effective customer communication and connection
  • Mentoring and coaching
  • Inbound and Outbound Calling
  • Process optimization
  • Interpersonal skills
  • Coordination and Delegation

Accomplishments

  • Sustainovation project: Alpha Class 2023
  • Denver Leadership Program 2023
  • 7 time EIA winner
  • Top 5 ranked ISR I HD within 3 months into role, and top 10 ISR II HD within 3 months into role
  • Licenses: SIE, 7, 63, 66, 9, 10

Timeline

ISR II Help Desk

Fidelity Investments
04.2023 - Current

ISR I Help Desk

Fidelity Investments
04.2022 - 04.2023

Client Services Help Desk

Fidelity Investments
10.2021 - 04.2022

Client Relationship Advocate

Fidelity Investments
12.2020 - 10.2021

Bachelor of Science - Human Development And Family Studies

Colorado State University

Bachelor of Science - Biomedical Sciences

Colorado State University

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