Carla Blouin
Manchester,NH
Summary
Experienced admissions and financial services professional with over 20 years of combined leadership in customer service, student support, and team development. Proven success in coaching teams, enhancing operational effectiveness, and building cross-functional relationships to drive outcomes. Passionate about access to education and student success, with a strong track record of mentoring peers and guiding individuals through challenging, high-stakes decisions.
Overview
26
26
years of professional experience
Work History
Guild Admission Counselor II
Southern New Hampshire University
Manchester, NH
05.2018 - Current
- Conduct admission interviews with students to learn about their career goals and previous education
- Provide knowledge on programs offered to align with learners’ career goals
- Assist with proper documents to get students accepted and registered for courses based on branch and benefit type
- Maintain accurate and organized files on all students to ensure Guild benefits are in place
- Build professional working relationships with other departments within the organization.
- DCQS Change Champion, worked with management on clarification/best practices. Then with my team on implementation of the new process.
Financial Services Associate and Manager
Fidelity Investments
Jacksonville, FL
01.2007 - 06.2017
- Managed teams of 7-17 representatives at various levels of experience – New Hires through Full Traders
- Mentored several new managers and team leads
- Coached to strong Customer Experience Index (CEI) performance, leveraged business partners when necessary to improve scores
- Worked with the Supervisory Phone Council
- Assisted with updates to ACES (phone call monitoring system for compliance)
- Helped create job aid for new managers on how to report employee coaching/compliance issues in the appropriate system.
- Utilized CRM systems to manage client information effectively.
- Maintained compliance with regulatory standards and company policies.
Senior Investments Specialist
Fidelity Investments
Merrimack, NH
06.2000 - 08.2006
- Coaching Sales representatives to exceed sales and lead goals and operational efficiencies
- Worked with project managers to improve current support systems – Forms Assistant tool, Investor Interest, and Orbis (system to track Help Desk calls)
- Was backup for all managers for daily trade and guidance reporting in the FACTS system
- Customer contact regarding positive and negative escalations
- Continued Sales role for residents of Puerto Rico, Tennessee, North Dakota and South Dakota
- Engaged customers in consultative sales conversations; sold benefits of Fidelity’s products and services
- Educated customers regarding equity and fixed-income markets
- Developed an understanding of Fidelity’s products and services, including High Net Worth offerings, brokerage, retirement, and electronic products.
Education
Associate of Science - Computer Science
Hesser College
Manchester, NHSkills
- Admissions counseling
- Program knowledge
- CRM utilization
- Relationship building
- Problem solving
Timeline
Guild Admission Counselor II
Southern New Hampshire University
05.2018 - Current
Financial Services Associate and Manager
Fidelity Investments
01.2007 - 06.2017
Senior Investments Specialist
Fidelity Investments
06.2000 - 08.2006
Associate of Science - Computer Science
Hesser College