Jeremy Pace
Jacksonville,FL
Summary
High-performing sales consultant with 18+ years of high-impact professional experience in Institutional Retirement Sales, Beneficiary Services, Consulting, Retirement Planning, Management and Customer Service. Proven track record of consistently achieving and exceeding sales targets and producing outstanding results in customer satisfaction metrics. Adept at developing and implementing strategic sales strategies to foster growth and market expansion. Leverage exceptional communication and interpersonal acumen, with the ability to build rapport and show empathy with clients and coworkers.
Overview
14
14
years of professional experience
Work History
Paraplanner
Stratton & Co
01.2024 - 11.2024
- Assisted clients and potential clients along with the Financial Advisor in information gathering and selling of the plan
- Prepared investment proposals after research and portfolio review
- Conducted annual reviews, client education, and application signings with client
- Averaged over 2.5 million monthly in gross annuity premium
- Collaborated with financial advisors to develop customized financial plans for clients to meet their long-term goals.
- Developed strong working relationships with both internal colleagues and external partners to facilitate seamless coordination across all aspects of financial planning services.
Senior Customer Advocate Licensed
TIAA
04.2022 - 10.2023
- Provided high-quality customer service to an average of 50 clients daily while maintaining a 90% first call resolution rate
- Maintained a 100% Voice of the Client survey results
- Facilitated team meetings and conducted training sessions for new employees
- Accountable for acquisitions totaling over $5M within company during calendar year
- Educated and serviced account holders, ensuring financial needs were met
- Served as the escalation point for critical issues, applying expert knowledge to achieve satisfactory resolutions.
- Championed process improvements that resulted in increased efficiency across the entire team without sacrificing quality or accuracy standards.
Beneficiary Customer Care Consultant
TIAA
10.2015 - 11.2021
- Spearheaded high-performing outbound team consistently achieving service request metrics and sales numbers
- Assisted approximately 40 beneficiaries daily with asset settlement process following passing of the account holder
- Conducted training sessions and one on one training for over 15 new hires and participated in numerous continuous improvement projects
- Managed high-pressure situations calmly and professionally, maintaining strong rapport with clients during difficult interactions.
- Delivered outstanding support during peak periods, adeptly handling increased call volume without compromising service quality.
National Contact Center Representative
TIAA
08.2013 - 10.2015
- Delivered educational resources and account services to account holders
- Support business partners in asset retention and new business
- Responsible for new hiring training via call review and coaching
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
- Managed high call volume while remaining focused on delivering excellent customer experiences.
Investment Call Center Representative
Wells Fargo
05.2011 - 08.2013
- Collaborated with financial advisors and relationship counselors to establish strong customer relationships and offer tailored solutions through personal consultations
- Attained remarkable results in referring and retaining assets valued at more than $40M
- Delivered high-quality customer service resulting in a score of 95% customer satisfaction
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Education
Bachelor of Arts - Communications
University of North Carolina At Charlotte
Charlotte, NCSkills
- Data-Driven Decision Making
- Creative Problem Solving
- Revenue Generation
- Training and Coaching
- Project Management
- Business Development
- Report Generation
- Data Analytics
- CRM Navigation
- Exceptional Communication
Timeline
Paraplanner
Stratton & Co
01.2024 - 11.2024
Senior Customer Advocate Licensed
TIAA
04.2022 - 10.2023
Beneficiary Customer Care Consultant
TIAA
10.2015 - 11.2021
National Contact Center Representative
TIAA
08.2013 - 10.2015
Investment Call Center Representative
Wells Fargo
05.2011 - 08.2013
Bachelor of Arts - Communications
University of North Carolina At Charlotte
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