Gary Peters
Cumberland,RI
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
20
20
years of professional experience
3
3
Certification
1
1
ACRP
1
1
ABCP
1
1
Scrum Master
Work History
Senior Manager
Fidelity Investments
Smithfield, RI
07.2010 - 04.2022
- Led teams focused on quality and productivity to accomplish an excellent client experience, surpassing established goals
- Managed 529 College Savings Team for multiple state plans
- Assisted in multiple 529 State Plan conversions to Fidelity Advisor
- Built and maintained strong relationships with top tiered clients
- Motivated staff towards achieving all targeted goals through coaching and recognition
- Optimized operational continuity by implementing enhanced processes
- Evaluated hiring, training, performance, and promotional requests
- Collaborated with clients and business partners
- Assessed all phases of our quality program to ensure best outcome
- Managed New Hire Onboarding Program, including facilitation of business led training classes
- Partnered with the Sales Team thru a Service -to-Sales Program to identify new sales talent
- Worked with Outside/Inside Wholesalers to provide client resolution
Quality Coach
Fidelity
Smithfield, RI
06.2007 - 07.2010
- Evaluated quality problems and performed workshops to identify and resolve issues.
- Mentored and encouraged employees to strive for excellence while fostering professional growth.
- Provided observations, took measurements and performed tests at various stages according to quality control plan.
- Liaised with Managers to organize and perform periodic quality standard training for new and existing staff.
Client Service Specialist
Fidelity
Smithfield, RI
06.2005 - 06.2007
- Cultivated long-lasting client relationships based on trust and solid understanding of business needs.
- Provided knowledgeable service and support for all customer needs.
Senior Manager, Vendor Resiliency
Fidelity
Smithfield, RI
2022.05 - Current
- Conducted or oversaw contingency plan integration and operation.
- Used risk analysis tools, mitigation strategies and management approaches in consistent fashion with different departments.
- Devised and deployed training tools and business structures to help department leaders and liaisons develop and improve business continuity plans.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Cultivated interpersonal skills by building positive relationships with others.
Skills
- Client and Peer Relations
- Quality Management
- Staff Management
- Performance Management
- Process Improvement
- Internal Auditing
- Coaching & Mentoring
- Troubleshooting and problem resolution
- Vendor oversight
- Business Continuity Plan Reviews
Certification
- ACRP
- ABCP
- Scrum Master (CSM)
Timeline
Senior Manager, Vendor Resiliency
Fidelity
2022.05 - Current
Senior Manager
Fidelity Investments
07.2010 - 04.2022
Quality Coach
Fidelity
06.2007 - 07.2010
Client Service Specialist
Fidelity
06.2005 - 06.2007
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