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
Fort Mill, SC
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
Charlotte, NC
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
Charlotte, NC
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