Kelly Zhang

Accomplished brokerage and financial operations management professional with extensive experience providing the leadership and direction needed to drive key business goals and objectives achievement. Able to assemble and develop high-performing teams through a proactive approach to staff training and development to drive performance improvements. Skilled at streamlining cost-effective operations through best practices and wide-ranging business intelligence. Proven strength in building professional relationships with strategic business partners and stakeholders based on open lines of communication, leveraged to draw alignment with key business initiatives. Recognized for the ability to deliver impactful results while leading in fast-paced, dynamic business environments.

• UNIVERSITY OF PHOENIX, Bachelor of Science, Business Management, 2005
• FINANCIAL INDUSTRY REGULATORY AUTHORITY (FINRA), FINRA Series License 7 (2000); 63 (2000); 9/10 (2003); 26 (2018)
• STRENGTHS AMBASSADOR, COACH AND CHAMPION 2011, Strengths: Futuristic, Maximizer, Relator, Strategic, Individualization
• MODERN WOODMEN OF AMERICA, Life and Health Insurance Licenses, Inactive

STRATEGY AND SALES

• Successfully led the team to onboard 100+ new clients resulting in AUM over a billion.
• Revamped over 30 Standard Operating Procedures to improve employee and client satisfaction; coordinated meetings and leveraging CXL's and SMEs to update procedures.
• Delivered results that consistently exceeded performance/sales targets which led to recognition as Rookie Agent of the Month.
• Led call calibration sessions to discuss opportunities for efficiency and cost savings; collaborated with business partners to implement enhancements to procedures, products and services, improving employee experience, reducing customer resolution time and improving customer resolution rate by 30% and NPS results by 20%.
• Collaborated with senior leadership, developed and implemented training strategy, onboarding and retention plan; identified client needs and training schedule to assist with client conversions to grow the business; resulting in ~$8M AUM increase from new and existing clients.

CUSTOMER SERVICE / OPERATIONS

• Led successful Operations Teams for Variable Annuities and Cash Processing. Volunteered to be POC for OnBase application, created business case for significant cost savings of ~250K/year. Led team in exceeding quality/productivity metrics and mitigated gain/loss. Built good working relationships with business partners to accomplish improved efficiencies, increasing customer contacts to increase cash deposits.
• Led highly visible strategic and network project to share best practices for providing world class service which resulted in an increase of 25%+ Customer Resolution Rate, Agent Satisfaction, tNPS and Productivity.
• Contributed to 1,000+ complex solutions/solves during high volume backlogs and supported agents with providing world class service for customers as a priority.
• Spearheaded Training strategy and initiative to increase employee engagement and survey results and client survey results; improved employee satisfaction results by 30%+ to above 88% from previous year; improved client survey results by 20%+ to 92%.

BUSINESS DEVELOPMENT

• Continually learned new processes; made suggestions to drive efficiencies, lead teams, ensure operational excellence and provide feedback to business partners for improved client employee support.
• Drove cultural change and developed one stop shop team vision that encouraged alternative solutions and improved service for internal and external clients; opened phone lines for efficiency and improved SLAs for internal customers which resulted in solving complex issues for external customers.,
• Provided leadership team with timely updates for potential client escalations; enlisting support and collaboration with internal business partners such as Technology or Compliance to determine appropriate resolution options.

LEADERSHIP

• Led high-performing and engaged teams; provided effective leadership and coaching to drive high-quality results and shared best practices nationally impacting quality, customer resolution rate and productivity.
• Attracted, led and mentored teams and individuals; including performance evaluations, providing effective coaching to improve or transition to other roles if necessary.
• Provided coaching that led to promotions of 6 licensed agents to Team Lead roles; 2 of those Team Leads were then promoted to Managers.
• Developed framework, strategy and execution of multiple development programs; Aspiring Leaders, Supervision Development Program, Summer Interns, Hiring Our Heroes, and Associate Development Program.
• Collaborated with the Leadership Development Committee on summer rotation programs; ensured holistic view and approach was incorporated, which provided business needs support while matching skill sets and talents of associates.
• Increased application rate through campus recruiting at college level; yielding interest in culture and associate development.
• Supported leadership of Winter Performance Cycle Reporting.
• Provided support to Leader Peers and Site Lead to drive the successful calibration of agents for performance ratings.
• Successfully interviewed dozens of Summer Intern Candidates and Supervision Development Program Associates; including offer negotiations and onboarding to set up high retention and internal growth rates.