Jessica T. Giddens
Director Of Operations And Client Experience
Charlotte,NC
Summary
Experienced Director of Operations with a proven track record in designing customer-oriented programs and developing high-performing service-oriented teams. Collaborates with organizational leaders to establish business goals and devise revenue generation and business growth strategies. Adept at creating scalable customer service operations infrastructures and leveraging social media to cultivate strong customer relationships.
Overview
19
19
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
Work History
Director of Operations and Client Services
BWM Wealth Strategies, Northwestern Mutual
04.2021 - Current
- Overseeing daily operations across multiple departments, ensuring seamless coordination and efficient execution of an ensemble team (three- time Forbes Best-In-State top financial security professionals, 2022-2024).
- Managing a book of over 3 Million in insurance premiums; ensemble goal of 2 Billion in AUM for 2025.
- Defining, implementing, and revising operational policies and guidelines.
- Overseeing successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Creating a unique client experience with a team of skilled, successful, CFP professionals.
- Consistent delivery of a personalized response tailored to our clients' specific needs.
Financial Representative
NORTHWESTERN MUTUAL FINANCIAL NETWORK
10.2020 - 04.2021
- Conducted aggressive cold calling (40 per day) to build a profitable book of business; evaluated clients’ financial goals and risk tolerance to determine and develop the most appropriate financial plan.
- Drove consistent sales through effective prospecting, networking, and relationship building; advised of strategies on financial plan coverage and cash managment.
DIRECTOR OF CLIENT SERVICES/LICENSED LIFE, ACCIDENT, & HEALTH
NORTHWESTERN MUTUAL FINANCIAL NETWORK
04.2018 - 10.2020
- Leveraged in-depth product knowledge to propose suitable product/service solutions that met customer needs; built customer trust and confidence, captured new business opportunities.
- Maximized customer satisfaction and engagement by furnishing exemplary services, from the onset of sale through policy delivery; responded to client inquiries and concerns in a timely and effective manner; secured customer retention.
- Strengthened relationships with existing clients. Created a significant impact on sales and revenue growth for the lead advisor.
VOLUNTEER COORDINATOR/ASSISTANT TO THE DIRECTOR
SHANGHAI HEALING HOME
11.2009 - 06.2012
- Assisted the director to create plans to obtain support from expatriates through funding and volunteering; recruited and trained new volunteers.
- Contributed to the planning and execution of fundraising projects and other programs, such as annual galas, art auctions, and custom celebrations to proactively support organizational objectives.
MARKETING ASSOCIATE
NORTHWESTERN MUTUAL FINANCIAL NETWORK
08.2008 - 08.2009
- Managed daily administrative tasks related to marketing efforts and activities to support the managing director and senior partner with their individual businesses; contributed to driving marketing objectives and enhancing company brand.
- Pioneered and established the Client Relations Center of Greenville, S.C. to continuously deliver best in class customer service.
OFFICE MANAGER/ASSISTANT TO THE COO
TIDWELL DEWITT LLC
08.2006 - 10.2007
- Oversaw all business affairs for the COO and managing member of the firm; performed a range of office functions, ensuring high levels of organizational effectiveness and communication to meet operational objectives and financial targets.
Education
Bachelor of Science - Psychology
Lander University
Greenwood, SC 12.1999 - 12.2003
Skills
Strategic planning and execution
Community Service, Volunteer Work
- The Fletcher School- lower school admissions volunteer and presenter, Charlotte, NC 2025
- Autism Strong Committee Member, Charlotte, NC 2023
- Forest Hill Church, Volunteer, Charlotte, NC 2018
- Evening of Hope Gala Dinner Chair, Greenville, SC 2014
- RCBC Adoption Care Ministry, Founder, Greenville, SC, 2013
- Project Pingdingshan, Founder (Fundraised up to $15K), Henan Province, China, 2012
- Shanghai Community Fellowship Global Leadership, Shanghai, China, 2010
- Torray Cup International Marathon, Participant, Shanghai, China, 2010
- ING Inaugural Marathon & Half Marathon, Participant, Atlanta, GA, 2007
Certification
Life/Health/Disability Long-Term care insurance certifications (current)
Timeline
Life/Health/Disability Long-Term care insurance certifications (current)
02-2025
Securities Industry Essentials (SIE) certified (current)
01-2025
Director of Operations and Client Services
BWM Wealth Strategies, Northwestern Mutual
04.2021 - Current
Financial Representative
NORTHWESTERN MUTUAL FINANCIAL NETWORK
10.2020 - 04.2021
DIRECTOR OF CLIENT SERVICES/LICENSED LIFE, ACCIDENT, & HEALTH
NORTHWESTERN MUTUAL FINANCIAL NETWORK
04.2018 - 10.2020
VOLUNTEER COORDINATOR/ASSISTANT TO THE DIRECTOR
SHANGHAI HEALING HOME
11.2009 - 06.2012
MARKETING ASSOCIATE
NORTHWESTERN MUTUAL FINANCIAL NETWORK
08.2008 - 08.2009
OFFICE MANAGER/ASSISTANT TO THE COO
TIDWELL DEWITT LLC
08.2006 - 10.2007
Bachelor of Science - Psychology
Lander University
12.1999 - 12.2003
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