KEITHA SHAY LEDBETTER
Mt. Holly,NC
Summary
Accomplished customer service and operations leader with extensive experience in enhancing compliance and client satisfaction. Proven success in managing escalated issues, streamlining workflows, and driving operational efficiency. Recognized for fostering collaboration across teams to improve service delivery and support quality.
Overview
30
30
years of professional experience
Work History
Central Brokerage Support Consultant
Wells Fargo Bank
Charlotte, NC
12.2025 - 05.2026
- Provided responsive phone and email support to advisors and brokerage clients, ensuring effective communication and issue resolution.
- Supported advisors with operational workflows, service requests, account maintenance, and issue resolution.
- Investigated escalated operational issues, demonstrating professionalism and meticulous attention to detail.
- Collaborated with cross-functional teams to streamline operational processes and enhance client service quality.
- Reviewed and processed advisor requests, state registrations, and exam-related tasks efficiently.
- Identified client needs and referred individuals seeking financial guidance to appropriate advisors.
- Maintained compliance with brokerage policies, internal procedures, and regulatory requirements.
- Utilized Microsoft Office Suite, Salesforce, and internal systems to manage workflows and communications.
- Analyzed client feedback to improve service quality and efficiency.
Senior Resolution Customer Service Supervisor Specialist
Principal Financial Group
Charlotte, NC
04.2021 - 09.2025
- Resolved complex customer situations to enhance compliance urgency and satisfaction.
- Provided empathetic support during sensitive issues, ensuring timely escalation of service problems.
- Trained and mentored team members as a subject matter expert to elevate overall performance.
- Collaborated with internal teams to streamline service processes and improve operational efficiency.
- Managed high-volume workloads while maintaining accuracy and professionalism.
- Achieved passing status on Securities Industry Essentials (SIE) exam in 2022, demonstrating readiness for further training.
Resolution Team Specialist
Wells Fargo
Charlotte, NC
01.2018 - 04.2021
- Provided guidance to representatives during escalations, improving resolution rates for complex cases.
- Investigated and resolved escalated participant concerns through research and policy interpretation.
- Collaborated across departments to identify and address root causes of recurring issues.
- Ensured compliance with ERISA requirements, internal policies, and quality standards.
Retirement Service Representative Expert
Wells Fargo
Charlotte, NC
11.2015 - 01.2018
- Educated participants on plan provisions and investment options to enhance financial literacy.
- Delivered customer support in fast-paced call center, addressing retirement account inquiries efficiently.
- Fostered a collaborative environment among colleagues to enhance team communication and morale.
Import Coordinator
Troy Container Line
Charlotte, NC
01.2011 - 08.2013
- Facilitated timely service delivery by serving as primary contact for customers, carriers, and internal departments.
- Coordinated logistics operations and customer communications to ensure efficient import shipments.
- Trained new hires to support department restructuring initiatives and maintain operational continuity.
Export Customer Service Specialist
Hyundai America
Charlotte, NC
02.2006 - 05.2008
- Managed customer inquiries regarding export documentation and shipping processes.
- Coordinated outbound shipments and customer communications in high-volume service environment, ensuring timely delivery.
- Addressed logistics and service concerns, collaborating with departments and customers to enhance overall satisfaction.
Additional Leadership & Operations Experience
Multiple
Charlotte, North Carolina
12.1995 - 01.2006
- Developed reporting solutions that optimized cost management and enhanced operational efficiency.
- Conducted comprehensive research and data analysis to support strategic planning decisions.
- Supervised office operations by coordinating schedules and training employees for workflow optimization.
- Progressed through roles in logistics, customer care, office operations, and procurement to improve interdepartmental collaboration.
- Contributed innovative ideas and solutions that improved team performance and outcomes.
- Collaborated with diverse coworkers to achieve goals and resolve product and service issues.
Education
Some College (No Degree) - Business Communication
York Technical College
Rock Hill, SCSkills
- Account management and compliance
- Conflict resolution strategies
- Process improvement methodologies
- Client onboarding and relationship management
- Team leadership and development
- Training and development programs
- Operational coordination expertise
- Regulatory compliance knowledge
- Analytical problem-solving skills
- Cross-functional collaboration
- Active listening and resolution techniques
- Presentation hosting and delivery
- Compliance management practices
- Analytical thinking abilities
- Software application proficiency
- Strategic planning initiatives
- Teamwork and collaboration
- Customer support excellence
- Operational workflow optimization
- Data analysis
Timeline
Central Brokerage Support Consultant
Wells Fargo Bank
12.2025 - 05.2026
Senior Resolution Customer Service Supervisor Specialist
Principal Financial Group
04.2021 - 09.2025
Resolution Team Specialist
Wells Fargo
01.2018 - 04.2021
Retirement Service Representative Expert
Wells Fargo
11.2015 - 01.2018
Import Coordinator
Troy Container Line
01.2011 - 08.2013
Export Customer Service Specialist
Hyundai America
02.2006 - 05.2008
Additional Leadership & Operations Experience
Multiple
12.1995 - 01.2006
Some College (No Degree) - Business Communication
York Technical College