Emily Florent
Merrimack,NH
Summary
Dedicated to leading strategic initiatives to drive process improvement that redefine the associate and leader experience,, enabling them to deliver an exceptional customer experience.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Project Manager – Participant Services Strategy and Planning
Fidelity Investments
05.2023 - Current
- Collaborated with Talent and Learning teams to develop future learning strategies for the New Hire Onboarding Program, aiming to improve the onboarding experience and ensure the long-term success of approximately 1,000-1,300 new associates hired annually
- Created and launched the WI Participant Services (WI-PS) Recognition Program, engaging and collaborating with key stakeholders across the organization to design a program that motivates and rewards exceptional performance among 5,500+ associates nationwide.
- Served as a liaison between the Enterprise Dynamic Working team and the WI-PS Senior Leadership Team to ensure our5,500+ associates were aware, prepared and organized for office re-entry
- Directed mid-level leaders in Participant Services through a culture-building program focused on enhancing purpose and fostering a sense of belonging for the organization
- Established the Pathway to Leadership Excellence program for over300 managers in Participant Services
- This program provides various pathways for aspiring, new, and current managers to enhance their capabilities, mindset, and skills, enabling them to effectively lead the business, improve associate performance, and boost engagement
- Designed and led a comprehensive program for FIDTERN’S assigned to Participant Services enabling them to learn our business unit and make meaningful contributions
Senior Assistant to Management
Fidelity Investments
10.2014 - 05.2022
- Supported the GM and senior leadership team in a dynamic environment, ensuring seamless coordination of meetings and deadlines while balancing emerging priorities and supporting key leadership roles within affinity groups and the MMK region.
- Designed and led recognition programs that empowered and inspired approximately 850 customer-facing associates and leaders.
- Elevated the role by taking on Project Management, Agile, and Governance assignments with both regional and organizational impact,
- Redesigned the training and onboarding journey to enhance the new hire experience in collaboration with the Launch program.
- Assisted the Service Model Operations team in redesigning the Licensing model for the National Retirement Brokerage Services team.
- Led the strategic direction of 40+ Merrimack Participant Services leaders using agile methodology as a Scrum Master.
Regional Co-Lead
New Hampshire Women’s Leadership Group
01.2019 - 12.2021
- Organized and coordinated site-wide WLG events for over 1,300 members.
- Facilitated local steering committee meetings, providing networking, mentoring, and leadership opportunities for WLG members.
- Contributed to regional ERG strategy and planning through participation in National WLG monthly meetings.
- Coordinated and facilitated monthly New Hampshire Affinity Group meetings.
- Developed a monthly Affinity Group newsletter (United in Merrimack) for the New Hampshire site, reaching an audience of 2,700 members as of May 2021.
Learning and Development Facilitator
Fidelity Investments
04.2012 - 10.2014
- Assisted new hires with their onboarding process.
- Instructed associates on essential role-specific material.
- Collaborated with business partners to ensure associates' success.
- Shared lessons learned and updated training materials as needed.
- Achieved facilitator effectiveness scores of 90-100% in evaluations conducted after nine new hire classes.
- Fostered a trusting environment that encouraged continuous feedback and motivated the class.
- Created interactive exercises to enhance engagement and understanding.
Learned the role of PI Learning Coordinator. - Attained both the series7 and 63 licenses
Financial Associate II- Tax-Exempt Market
Fidelity Investments
10.2009 - 01.2014
- Delivered exceptional customer service in a fast-paced environment, quickly adapted to change, navigated multiple systems, processed transactions accurately and efficiently, interacted with registered investment advisors, assisted multi-vendor and compliance monitoring clients, facilitated and organized team meetings, helped design and rollout associate training
- Served as a Peer Guide for over100 new hire associates
- Presented on behalf of50 Registered Investment Advisor associates to the Head of Workplace Investing
- Consistently met all goals, including96.97% CEI
- MVP Winner
Skills
- Project Management (PMP Certified)
- Facilitation
- Mentorship
- Agile Principles
- Meeting and Event Planning
- Building and Leading Culture
- Executive Communication
- Organizational Skills
- Prioritization
- Interpersonal Skills
Certification
- Business Analytics (eCornell)2024
- Leadership Exploration and Development (LEAD) program graduate2023
- Project Management Professional (PMP)2021
Awards
WI Circle of Excellence Winner2022
Timeline
Senior Project Manager – Participant Services Strategy and Planning
Fidelity Investments
05.2023 - Current
Regional Co-Lead
New Hampshire Women’s Leadership Group
01.2019 - 12.2021
Senior Assistant to Management
Fidelity Investments
10.2014 - 05.2022
Learning and Development Facilitator
Fidelity Investments
04.2012 - 10.2014
Financial Associate II- Tax-Exempt Market
Fidelity Investments
10.2009 - 01.2014
- Business Analytics (eCornell)2024
- Leadership Exploration and Development (LEAD) program graduate2023
- Project Management Professional (PMP)2021
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