JOHNNY HERNANDEZ
Mesa,AZ
Summary
Results-driven professional with over 9 years of experience in the financial services industry. Skilled in client acquisition & retention, sales, education & development, and client experience within a fast-paced environment. Proven track record as a motivated and flexible leader with strong verbal communication, exceptional organizational abilities, and the capacity to multitask effectively. Dedicated to enhancing service through innovative client engagement strategies, effective financial planning recommendations, and cultivating strong client relationships.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Financial Advisor
First Command Financial Services Inc.
02.2021 - Current
- Built and maintain relationships with 240+ client families, developing and implementing personalized financial strategies tailored to their specific financial goals.
- Acquired 65 new client families over four years through a relationship-first approach focused on trust, service, and education.
- Manage $30M in total client investment assets, including $17M in professionally managed portfolios, conducting in-depth market analysis to promote recommendations and investment strategies that improve portfolio performance.
- Provide tailored investment and insurance guidance to help clients pursue short- and long-term goals, including retirement income strategies, risk mitigation, tax efficiency planning, legacy & estate planning, survivorship & long term care planning.
- Drive firm growth through referrals and online reviews by consistently fostering strong client rapport, resulting in high satisfaction and retention.
- Mentor junior advisors, fostering professional growth and development by developing a formal training plan that enhances their ability to prospect potential clients, efficiently develop financial plans, and deliver excellent client service.
- Facilitate periodic seminars on financial literacy to foster education, increase engagement, and support client acquisition and retention.
Business Operations Manager
JPMorgan Chase
06.2019 - 02.2021
- Oversaw daily operations to meet specific monthly, quarterly, and annual goals such as service levels and quality assurance.
- Worked with cross-functional teams and resolve customer complaints expeditiously to achieve customer satisfaction.
- Ensured to exceed all goals by implementing best practices strategy in the application of systems and policies.
- Fostered positive employee experience by enhancing performance management, benefits administration, project management, continuous development programs, and organizing the Human Resource Information System (HRIS).
- Start-up daily training schedule, build new training content, such as presentations and activities, and provide reports on people metrics to help newly hired agents become more proficient in performing jobs at a much quicker pace.
- Aligned tenured agents on current processes and procedures by presenting information and conducting enhancement training.
- Controlled the onboarding and offboarding process, which resulted in a 2% decrease in the turnover rate of 50+ new employees.
- Increased enthusiasm and performance recognitions of a team of 16+ agents through personal development coaching.
Client Services Supervisor
Freedom Debt Relief
05.2016 - 06.2019
- Maintained a productive customer service environment and conducted regular reporting and monitoring of contact channels.
- Provided coaching to teams and responded to leadership emails for cross-company and departmental support.
- Prepared essential reports and documents on operations and activities while reviewing work for accuracy thoroughness.
- Evaluated operations and activities of assigned areas of responsibility while recommending improvements and standardization.
- Responded to inquiries, resolved customer complaints, and provided back-up in all customer service areas as needed.
- Monitored and evaluated 20+ representatives' performance to ensure that high standards are met for quality assurance, competency, and professionalism while identifying actions to improve and optimize employee performance.
- Enhanced the onboarding process by developing specific SOPs, creating a development task list, and new training methods.
- Developed leadership skills of five team lead by effective performance monitoring, coaching, and providing regular feedback.
Supervisor and Platoon Sergeant
United States Marine Corps
07.2011 - 05.2016
- Participated in the selection of personnel, provided feedback for performance deficiencies, and enforced disciplinary procedures.
- Maintained accountability of soldiers within the platoon while providing positive guidance for personal development.
- Oversaw and headed inventory management functions for communications, medical, and specialty equipment.
- Assisted in the development of innovative teaching techniques and conducted professional development seminars.
- Implemented counseling and mentoring sessions to assist in the personal and professional growth of 100+ subordinates by identifying deficiencies in personal and professional areas and creating solutions and suggestions for improvement.
- Incorporated courses and seminars to provide junior personnel with the tools and knowledge to succeed with an overall career.
Education
Bachelor of Science - Finance and Economics
Grand Canyon University
Phoenix, AZ06.2022
Skills
- Relationship building and management
- Portfolio Management
- Insurance Planning
- Sales expertise
- Client relations
- Financial Education & Literacy Coaching
- Salesforce
- Microsoft Office
Certification
Series 7
Series 66
Health & Life Insurance
Long Term Care Insurance
Awards
Fast Start Academy Honor Graduate | First Command, 2021-04
Top Customer Service Team | Freedom Debt Relief, 2019-01 - 2019-03,
Navy and Marine Corps Commendation Medal | United States Marine Corps, 2016-06,
Good Conduct Medal | United States Marine Corps, 2014-07,
Letter of Appreciation | United States Marine Corps, 2012-04 and 2012-05
Timeline
Financial Advisor
First Command Financial Services Inc.
02.2021 - Current
Business Operations Manager
JPMorgan Chase
06.2019 - 02.2021
Client Services Supervisor
Freedom Debt Relief
05.2016 - 06.2019
Supervisor and Platoon Sergeant
United States Marine Corps
07.2011 - 05.2016
Bachelor of Science - Finance and Economics
Grand Canyon University
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