Ian Gregory
Wendell,NC
Summary
High-performing Client Service Manager with passion for Service-Finance and Technology industry. Nearly a decade of experience impacting positive organizational outcome through effective communication, trend and data analysis, and problem solving. Confident in ability to collaborate with cross-functional teams to solve complex, high-stakes problems. Committed to continuous improvement and contributing to team success. Proven ability to influence, motivate, and engage people through strong interpersonal skills, leadership, and effective communication.
Overview
9
9
years of professional experience
Work History
Client Service Manager
Principal Financial Services
Raleigh, NC
09.2019 - Current
- Established and maintained effective relationships with non-qualified clients, financial professionals, and internal service teams to ensure client retention, growth of the client service block, and profitability for all partners
- Identified customer expectations and developed a strong working relationship
- Used critical thinking, creativity, problem-solving skills, and in-depth product knowledge to successfully arrive at solutions for retaining clients and resolving complex client issues
- Supported nearly 200 clients totaling in over 170 million dollars in assets.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Drove customer escalations to resolution by engaging directly with clients.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
Financial Associate I
Fidelity Investments
Durham, NC
04.2015 - 09.2019
- Ensured a positive experience for employees of single client, IBM, regarding their Defined Contribution plan, Defined Benefit plan, and Nonqualified Defined Benefit plan
- Handled various individual customer service functions, including statements and balances, plan design education, transactions, and website navigation
- Generated reports for management and advised on necessary corrective actions.
- Helped customers with concerns about financial products or services.
- Handled account operations for customers by setting up accounts, assisting with operations and updating information.
- Processed financial aid documents and completed basic verification of information.
Interim Team Lead
Fidelity Investments
Durham, NC
09.2017 - 03.2018
- May 2019, providing coaching, training, and technical support for a team of 15-18 associates
- Offered training and support to keep team members motivated and working toward objectives.
- Delegated daily tasks to team members to optimize group productivity.
- Fostered positive employee relationships through communication, training and development coaching.
- Reviewed completed work to verify consistency, quality and conformance.
- Conferred with other supervisors to coordinate operations and activities within or between departments.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Completed daily quality assurance duties to provide feedback for improvements.
- Helped mitigate and resolve data issues by analyzing situation and implementing appropriate solutions.
- Set specific goals for projects to measure progress and evaluate end results.
Customer Service Representative
YMCA
Chapel Hill, NC
01.2014 - 01.2015
- Served as a liaison for the YMCA regarding membership, classes, and events
- Provided administrative support to management
Sales Associate
Macy's
Raleigh, NC
01.2014 - 01.2015
- Maintained an upbeat and friendly demeanor while assisting customers
- Involved in all aspects of
Education
Master of Business Administration - Business Management
ST THOMAS UNIVERSITY
05.2013
Bachelor of Arts - Business Management
ST THOMAS UNIVERSITY
05.2011
Skills
- Relationship Management
- Effective Communication
- Trend & Data Analysis
- Problem Solving
- Cross-functional Collaboration
- Customer Focus
- Account management
- Cross-functional collaboration
- Research ability
- Product Knowledge
- Project management
- Budgeting and finance
- Conflict resolution techniques
- Client relations and retention
- Skilled multi-tasker
Timeline
Client Service Manager
Principal Financial Services
09.2019 - Current
Interim Team Lead
Fidelity Investments
09.2017 - 03.2018
Financial Associate I
Fidelity Investments
04.2015 - 09.2019
Customer Service Representative
YMCA
01.2014 - 01.2015
Sales Associate
Macy's
01.2014 - 01.2015
Master of Business Administration - Business Management
ST THOMAS UNIVERSITY
Bachelor of Arts - Business Management
ST THOMAS UNIVERSITY
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