GEL VALERIO
Summary
Experienced bilingual leader at Fidelity Investments with a strong focus on project management and collaboration across teams. Initiated coaching programs that significantly boosted team performance and developed associate capabilities, promoting ongoing improvement. Proven ability in strategic planning and time management, ensuring high-quality service for 401(k) plan participants.
Overview
8
8
years of professional experience
Work History
Manager, Participant Services: Bilingual
Fidelity Investments
09.2022 - Current
- Lead a team of DC | TEM trained associates in WLK and SMT
- Championed peer coaching sessions, providing feedback and actionable ideas for different plans while sharing successful strategies across all teams.
- Hands on approach with team by doing deep dives, call calibrations (spot the safeguard| defect, pull defects and safeguard report to share with team
- Facilitated engaging group coaching and tailored 1:1 sessions to address individual associate opportunities.
- Organized Spanish upskill classes to enhance team language capabilities and support bilingual service delivery.
Team Lead
Fidelity Investments
03.2021 - 09.2022
- Assist in upskilling new Spanish associates (PR plans, verbiage, dual plans, taxes, enrollments, etc.”
- Compiled reports on safeguards and defects to provide aligned team with best practices.
- Conducted 1:1 call calibration sessions with outliers to refine verbiage and reduce AHT.
- Assisted teams across multiple sites with inquiries and de-escalation verbiage.
Bilingual Service Associate II
Fidelity Investments
07.2018 - 03.2021
- Provide bilingual world-class customer service to 401(k) plan participants regarding queries of account balances, investment exchanges, distribution options and miscellaneous account maintenance.
- Managed customer relationships and resolved account requests from inbound callers and outbound interactions.
- Educate participants on the elements of investing in a 401(k) plan and cross-transfer to other departments to promote opportunities for additional Fidelity services.
- Maintain goals on call statistics and self-manage the completion of regulatory trainings.
- Assist participants with enrolling in their plans, including but not limited to, setting up contributions, investment elections, beneficiaries, and various administrative updates.
- Educated participants on asset allocations and target date funds aligned with their goals.
- Acquired knowledge of various retirement plans to assist clients with informed decision-making.
- Developed understanding of U.S. and Puerto Rico tax regulations to provide accurate guidance to clients.
- Served as team XTRAC point-of-contact, ensuring timely resolution of XTRAC issues and providing support to team inquiries.
Education
Associate of Arts - Criminal Justice
Tarrant County College
01.2017
High school diploma -
Irving High School
06.2008
Skills
- Fluent in two languages
- Project management
- Cross-functional collaboration
- Goal-oriented leadership
- Strategic Thinker
- Effective time management
- Adaptable
References
Available upon request.
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Manager, Participant Services: Bilingual
Fidelity Investments
09.2022 - Current
Team Lead
Fidelity Investments
03.2021 - 09.2022
Bilingual Service Associate II
Fidelity Investments
07.2018 - 03.2021
Associate of Arts - Criminal Justice
Tarrant County College
High school diploma -
Irving High School