Chad Tona
Lone Oak
Summary
Accomplished Team Manager with a proven track record at Fidelity Investments, excelling in performance management and employee training. Mastered the art of coaching, enhancing team productivity and engagement. Spearheaded initiatives that significantly improved quality assurance and client experience, contributing to a top-performing team recognized across all sites. Expert in conflict resolution and team building, driving unparalleled employee and client satisfaction.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Team Manager
Fidelity Investments
Westlake
03.2022 - Current
- Led employee relations through effective communication, coaching, training, and development.
- Evaluated employee performance on a weekly and monthly basis, and coached and trained over 15 team members, increasing the quality of work and employee motivation.
- Drove the performance of staff by creating incentives, a positive work atmosphere, and administering recognition and rewards programs.
- Administered monthly and annual reviews to direct reports, and set clear and measurable goals, action plans, and follow-up procedures.
- Identified and corrected deficient performance and behaviors to achieve maximum productivity.
- Monitored incoming calls and provided feedback to more than 15 associates to improve the quality of service.
- Consistent top DC team in WLK and across all sites.
Team Manager - Client Experience Academy
TD Ameritrade
Southlake
08.2021 - 03.2022
- Facilitated the onboarding of new hire classes
- Provided compliance support for new hire classes
- Led "New Hire Welcome" calls as well as hosted licensing "kick off" meetings and manager "roundtables"
- Monitored new associates calls for quality and consistency
- Met with licensing coaches and new hire mentors to discuss progression of new associates
Temporary Team Manager
TD Ameritrade
Southlake
06.2021 - 07.2021
- Managed a team of 12 unlicensed members from a temp agency
- Monitored team members calls for proper verification and client dialogue
- Conducted bi-weekly coaching to help associates improve call metrics and further career development
- Conducted team huddles (meetings) to update team on new company developments and initiatives. Problem solve for issues facing the team, and to call out individual and team wins for the week
- Able to secure continued employment for all temp associates
Senior Account Manager Private Client Services
TD Ameritade
Southlake
03.2020 - 05.2021
- Serving high net-worth clients with placing options, stocks, and mutual funds trades
- Utilize internal and external resources to provide clients with best-in-class service
- Took ownership of client affairs while cultivating a positive investor/broker relationship
- Empowered clients by educating them on essential investing terminology and concepts
- Discovered and fulfilled unstated client needs through active listening and account analysis
- Mentored new PCS representatives to help them gain knowledge about the department and solving complex client issues
Licensed Broker
TD Ameritrade, Southlake TX — Investor Services
12.2018 - 03.2020
- Primary focus on driving sales, building client relationships and strengthening customer relations.
- Responsible for maintaining business partnerships with Corporate functions in order to better support clients ex: help facilitate Private Client Services, Banking, IRA’s and trading.
- Help guide clients to grow their accounts while giving detailed information and directions on Company’s platforms.
- Tackle complex and challenging issues that arise in clients accounts.
- Provide supportive link between external customers and internal operations.
- Researched and analyzed information to clients satisfaction.
Better Homes and Gardens/HomeCity Real Estate
Dallas
08.2017 - 11.2018
- Negotiated, facilitated and managed Real Estate transactions.
- Created and implemented marketing plans to drive sales.
- Awarded Best REALTOR for Social Media Advertisement on all platforms.
Keller Williams Realty
10.2016 - 08.2018
- Negotiated, facilitated and managed Real Estate transactions.
- Created and implemented marketing plans to drive sales.
- Hilltop Securities formerly Southwest Securities, Dallas TX - Assistant Vice President Securities Lending.
Assistant Vice President Securities Lending
Hilltop Securities Formerly Southwest Securities
Dallas
04.1998 - 04.2016
- Closely monitored the performance of specialty loans and made changes to achieve performance targets.
- Identified problem areas within the loan portfolio, analyzed risks and suggested appropriate solutions.
- Trained new team members on applying due diligence procedures and regulatory mandates.
- Assist in covering Rule 204 obligations.
- Created new revenue streams by loaning from firms inventory to generate maximum revenue.
- Member of multi-million dollar top producing team.
Education
Bachelor of Arts - Communications
College of Staten Island
Staten Island, NY06-1997
Skills
- Employee training
- Performance management
- Quality assurance
- Coaching techniques
- Goal setting
- Team building
- Active listening
- Onboarding processes
- Employee engagement
- Conflict resolution
Accomplishments
Southwest Securities 2012 Gold Star Winner for problem solving
2020 Q3 President's club Award Winner. top 25% in broker accuracy
EP performance Rating for fiscal year 2024
Certification
- Series 7 and 63 licensed
Timeline
Team Manager
Fidelity Investments
03.2022 - Current
Team Manager - Client Experience Academy
TD Ameritrade
08.2021 - 03.2022
Temporary Team Manager
TD Ameritrade
06.2021 - 07.2021
Senior Account Manager Private Client Services
TD Ameritade
03.2020 - 05.2021
Licensed Broker
TD Ameritrade, Southlake TX — Investor Services
12.2018 - 03.2020
Better Homes and Gardens/HomeCity Real Estate
08.2017 - 11.2018
Keller Williams Realty
10.2016 - 08.2018
Assistant Vice President Securities Lending
Hilltop Securities Formerly Southwest Securities
04.1998 - 04.2016
Bachelor of Arts - Communications
College of Staten Island
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