David Mikombo
Statesville,North Carolina
Summary
Service Team Lead at LPL Financial, with over a decade of experience in customer service, operations, human resources, and account management. Adept at transforming complex customer inquiries into actionable solutions, enhancing team performance, and ensuring service excellence. Skilled in strategic planning, project management, and leveraging advanced communication to streamline processes and drive operational efficiency. Proven track record of managing high-performing teams, optimizing fleet and inventory management, and overseeing budgets to meet business goals. Bilingual in English and French, with a strong commitment to fostering cross-functional collaborations, driving continuous improvement, and setting new standards in service delivery. Passionate about nurturing talent, improving employee satisfaction, and delivering exceptional client experiences that contribute to long-term business success.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Service Team Lead
LPL Financial
01.2024 - Current
- Lead and mentor a team of 10–15 Service Professionals in a 360° service center environment, ensuring accurate and timely support for Financial Advisors through inbound call resolution.
- Serve as primary escalation point for complex issues involving Move Money, New Accounts, Account Transfers, Retirement Plans, and Managed Accounts, resolving inquiries with urgency and ownership.
- Assist internal and external clients through a variety of communication methods including inbound and outbound phone calls, emails, faxes, and mailings, ensuring prompt and professional resolution of service requests.
- Provide daily, weekly, and monthly performance reports to drive accountability, identify trends, and support data-informed coaching and process improvement strategies.
- Conduct one-on-one coaching sessions and real-time support to enhance performance, reinforce best practices, and promote a self-solution culture among team members.
- Facilitate onboarding and training of new hires to ensure smooth integration and accelerated productivity within service expectations.
- Lead team huddles and contribute to service center meetings, reinforcing key updates, operational changes, and motivational messaging.
- Monitor service levels and participate in queue watch to provide immediate support during peak volumes or when SLAs are at risk.
- Collaborate cross-functionally to identify and communicate feedback for process improvement and knowledge management enhancements.
- Demonstrated ability to thrive in a high-volume, fast-paced environment while maintaining focus on client satisfaction and operational efficiency.
Site Manager
Ricoh USA
02.2019 - 12.2023
- Led a team of 7–10 onsite service professionals supporting mail, oversized printing, laminating, and managed print services, maintaining service continuity across two corporate buildings.
- Oversaw the mail center’s daily operations, including accountability for equipment, supply inventory, and vendor coordination, ensuring operational efficiency and cost control.
- Served as primary liaison with LPL Financial’s key stakeholders, conducting monthly performance review meetings to address KPIs, service feedback, and continuous improvement initiatives.
- Drove a 98% client satisfaction rating through consistent service excellence and proactive issue resolution in a fast-paced corporate environment.
- Reduced operational expenses by streamlining contracted services, achieving over $100,000 in annual cost savings while enhancing service quality.
- Conducted onboarding and training for new hires across Mail Services, Reception, and Imaging, improving time-to-productivity and reinforcing company standards.
- Created site procedure guides and refined workflow documentation to align with Ricoh’s Service Excellence model, enhancing team productivity and compliance readiness.
- Completed annual employee evaluations and made performance and promotion recommendations to senior leadership, supporting team development and succession planning.
- Maintained a 90%+ pass rate across four consecutive audits by enforcing compliance standards and implementing quality control procedures.
- Collaborated cross-functionally with facilities, IT, and vendor partners to resolve issues, implement improvements, and deliver high-quality service outcomes.
Account Manager
Pro Cal Professional Decals
05.2018 - 12.2018
- Managed a portfolio of 5–10 key client accounts, delivering custom vinyl graphics solutions for motorsports teams, commercial fleets, and branded environments.
- Cultivated strong client relationships through proactive communication and exceptional service, contributing to increased client retention and satisfaction.
- Collaborated with cross-functional teams—including design, production, and logistics—to ensure accurate order fulfillment and timely delivery, consistently meeting or exceeding client expectations.
- Leveraged CRM platforms to monitor account activity, analyze sales trends, and identify opportunities for upselling and cross-selling, driving revenue growth.
- Utilized sales data and market insights to develop tailored account strategies, forecast demand, and support long-term client planning.
- Represented Pro Cal at industry conferences and events, strengthening brand presence and cultivating new business relationships to expand market reach.
Human Resource Specialist
Wal-Mart Global Shared Services
01.2017 - 05.2018
- Managed 30–40 open requisitions for store-level positions across Walmart Canada, delivering full-cycle recruitment support in both English and French.
- Reviewed resumes, screened qualified candidates, and coordinated background checks to ensure compliance with company standards and Canadian employment regulations.
- Scheduled and facilitated onboarding and orientation sessions, supporting a smooth and engaging experience for new hires across multiple locations.
- Maintained candidate data and recruitment activity logs in the applicant tracking system (ATS), ensuring accuracy and timely reporting for hiring managers.
- Acted as a bilingual point of contact for hiring teams and candidates, providing clear and professional communication throughout the hiring process.
- Collaborated with HR partners to align hiring efforts with staffing needs and drive consistent talent acquisition outcomes across the region.
Operations Manager
Avis Budget Group
01.2014 - 12.2016
- Led a dynamic team of 30–40 employees across front desk operations, fleet logistics, and facility services, ensuring smooth day-to-day functioning in a high-traffic airport location.
- Oversaw fleet availability and inventory planning to ensure optimal coverage of daily reservations, reducing customer wait times and improving operational efficiency.
- Conducted nightly fleet inventory audits and implemented corrective actions to maintain accurate vehicle counts and readiness.
- Managed labor scheduling and shift coverage for 24/7 operations, balancing team needs with customer demand to maintain service excellence.
- Held responsibility for budgeting and cost control across multiple departments, contributing to the development and execution of the site’s financial plan.
- Collaborated with internal teams to monitor and enhance customer service performance, implementing strategies that improved customer satisfaction scores.
- Played a hands-on leadership role, working variable shifts to support frontline operations, coach staff, and ensure service standards were consistently met.
- Maintained a clean and safe work environment by overseeing janitorial services and ensuring compliance with health and safety standards.
Education
Bachelor of Science - Business Administration & Finance
University of North Carolina At Pembroke
Pembroke, NCSkills
- Team Leadership & Development
- Employee Performance Management
- Recruitment & Onboarding
- Service Level Agreement (SLA) Management
- Operational Excellence & Continuous Improvement
- Reporting & Performance Metrics
- Client Relationship Management
- Customer Satisfaction & Retention
- Escalation & Issue Resolution
- Microsoft Office Suite (Excel, Word, PowerPoint)
- Data Analysis & Reporting Tools
- Bilingual Communication (English/French)
Certification
· Securities Industry Essentials (SIE)
- FINRA
- Issued Feb 2024
- · Six Sigma White Belt
- The Council for Six Sigma Certification
- ID #: 2CMkzBsMFH
· Life Insurance License
- North Carolina Department of Insurance
- ID #: 18559182
· Accident & Health License
- North Carolina Department of Insurance
- ID #: 18559182
· Google Data Analytics Professional Certificate
- Ongoing
Languages
French
Native or Bilingual
English
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Service Team Lead
LPL Financial
01.2024 - Current
Site Manager
Ricoh USA
02.2019 - 12.2023
Account Manager
Pro Cal Professional Decals
05.2018 - 12.2018
Human Resource Specialist
Wal-Mart Global Shared Services
01.2017 - 05.2018
Operations Manager
Avis Budget Group
01.2014 - 12.2016
Bachelor of Science - Business Administration & Finance
University of North Carolina At Pembroke
Similar Profiles
Christian WallaceChristian Wallace
Financial Paraplanner at M Financial Planning Services (LPL Financial)Financial Paraplanner at M Financial Planning Services (LPL Financial)
Nico Delucia GarganoNico Delucia Gargano
Office Manager at Empire Financial Advisors, LPL FinancialOffice Manager at Empire Financial Advisors, LPL Financial
Teresa DiLorenzoTeresa DiLorenzo
President/Branch Manager at Distinctive Financial Services/LPL FinancialPresident/Branch Manager at Distinctive Financial Services/LPL Financial