Austin Zuercher
Orlando,USA
Summary
Experienced service professional with 17 years of customer-facing experience, including nearly 4 years at LPL Financial. Proficient in managing high-volume call environments and overseeing client-facing financial operations. Demonstrated success in communication, training, and procedural development. Committed to delivering exceptional service by utilizing critical thinking and in-depth product knowledge to exceed customer expectations.
Overview
5
5
years of professional experience
Work History
Associate Service Professional
LPL Financial
10.2021 - Current
- Handled high-volume inbound and outbound calls from Financial Advisors and service associates, resolving complex issues while maintaining a high level of professionalism.
- Developed in-depth knowledge of LPL systems and processes including move money transactions, leading to the creation of a streamlined OneNote guide adopted across teams.
- Supported service initiatives by helping create training resources for move money, updated resources for iKnow, and SOP’s improving team readiness and service delivery.
Customer Support Team Lead
cbdMD
04.2021 - 10.2021
- Led a high-performing team of Customer Service Representatives, conducting training on compliance protocols and managing team performance via regular coaching and KPI reviews.
- Created structured reporting to identify trends in quality control, shipping, and customer issues for upper management review.
- Balanced leadership responsibilities with direct customer engagement during peak call volumes and issue escalation.
Customer Support Representative
cbdMD
02.2020 - 04.2021
- Delivered exceptional customer support through phone, email, and chat, helping maintain strong satisfaction scores and team performance targets.
- Consistently exceeded expectations through effective communication, empathy, and efficient problem-solving.
Education
High School Diploma -
Riverdale Sr. High School
Hillsdale, IL01.2012
Skills
- Inbound/Outbound Call Handling
- Financial Services Support
- Overlay Products Knowledge (GWP, MWP, etc)
- Training & Coaching
- Knowledge Base/SOP Development
- Communication & Escalation
- Process Improvement
Timeline
Associate Service Professional
LPL Financial
10.2021 - Current
Customer Support Team Lead
cbdMD
04.2021 - 10.2021
Customer Support Representative
cbdMD
02.2020 - 04.2021
High School Diploma -
Riverdale Sr. High School
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