Jonathan Dawkins

Managed and motivated a team of Case Managers who respond to written client complaints. Duties include training, supervising, interviewing and hiring. Solve complex problems for clients who have a damaged relationship with the firm. Work with the CEO and other executives to solve issues when clients reach out to them. Provide feedback and recommendation to various departments when I see complaint trends.

Supervised a team of sales representatives. Held them accountable to aggressive service and sales goals. Was responsible for recruiting, hiring, training and coaching employees as needed.

Managed the relationship for a large group of high-net-worth clients. Duties included: customer service, proactive outreach, investment guidance, and providing leads to financial advisors. Grew a book of business from $1.5 Billion to $1.9 Billion while managing the relationship of over 2,000 clients or 650 families.

Phone based customer service at various departments within Vanguard. Duties included mutual fund, stock, and ETF trades along with various customer service tasks. Stayed up to date on financial products. Assisted some of the wealthiest Vanguard clients by executing block trades, and discussing wealth and estate planning techniques when needed.