Kimberly Giannetti
Fort Worth
Summary
Versatile Director with deep leadership expertise and solid track record of success at process optimization, agile workflows, and building extraordinarily strong teams. At Altruist, achieved 30% revenue growth through strategic planning and operational efficiency. Recognized for high employee engagement and resolving 90% of client issues on first contact. Utilizes strong leadership and data-driven decision-making to enhance customer satisfaction and team performance.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Senior Director of Customer Success
Altruist
07.2024 - 03.2025
- Provided strategic direction for Advisor Services fintech's multi-channel customer support and onboarding to achieve OKR's and KPI's.
- Managed integration of 800 new RIA firms, achieving minimal disruption and maintaining 95% client satisfaction score.
- Collaborated with C suite executives to exceed strategic objectives by 44%, contributing to 30% revenue growth in Q4 alone.
- Developed segmentation strategy for high-touch advisor support, optimizing Salesforce capabilities and reducing operational costs.
- Led team of Directors and Managers to drive high engagement levels, resulting in 60% increase in employee retention YOY.
- De-escalated complex product or operational complaints, resolving 90% of issues on first contact.
- Analyzed business performance data to forecast results for upper management decision-making.
- Coached and mentored Director level reports on executive presence, achieving KPI's, agile workflow and strategic planning.
- Collaborated with internal partners including Product Owners, Sales Leadership, and Resolution Services to create and implement procedures that enhanced operational efficiencies.
- Fostered work culture of collaboration and inclusion to increase morale and reduce turnover.
- Instituted formal operating procedures and enforced adherence to policies and regulations that impacted bottom-line.
Director-ESERVICES (Brokerage Support)
Charles Schwab
07.2022 - 06.2024
- Led a team of 130 Managers and Associates across multiple contact centers, coaching and mentoring to foster a collaborative high growth environment.
- Directed the organization's daily operations, ensuring compliance with applicable laws and regulations.
- Prepared presentations for board meetings and executives.
- Created and launched a multi channel strategy that improved employee engagement results by 15 points quarter over quarter.
- Managed annual budgeting process, including forecasting and financial planning.
- Championed a customer-obsessed culture, resulting in 95% employee engagement and 92% client satisfaction
- Developed and executed strategic initiatives for Customer Experience, Technology Deployment, and Leadership Development
- Leveraged industry research and brokerage experience to provide thought leadership to peers and senior leadership regarding industry trends.
- Crafted an organizational vision, inspiring and motivating team members to achieve their full potential.
- Partnered with User Experience team to design and launch the ChatBot on Schwab.com, achieving a 93% client satisfaction rate and reducing in-person chat volume by 30%
- Expanded the footprint of the function by 76%.
Director- Transformation Scrum Master (Workplace)
Fidelity Investments
01.2019 - 06.2022
- Project managed initiatives that drove contact, planning and referral results- resulting in $64 Billion in net new assets.
- Identified, developed, and deployed technologies of Digital Appointment Setter, Salesforce and Internal Chatbot, resulting of 42.5% YOY increase in client appointments with wealth managers.
- Led three scrum teams remotely and collaborated with all levels of leadership to leverage data driven decision making.
- Implemented client segmentation for Workplace function through pilots, customer journey mapping, and robust change management communication campaign.
Director- Client Service and Functional Strategy Lead (Loan)
Fidelity Investments
01.2013 - 06.2019
- Provided inspiration and accountability while leading up to 13 teams of managers and associates.
- Led projects that drove performance metrics for customer experience, service levels, lead submission and conversion ratios, staffing levels, and risk management.
- As Client Services Director, owned specialty functions of Inheritor Services and College Planning - responsible for executive relationships with Plan Teams.
- Collaborated with Headquarters team to open prototype contact center.
- Responsible for executive program management, executive council site visits, and collaboration with facilities along with change management.
- Prepared and delivered executive briefings on quarterly results.
- Built relationships with transformation teams to prioritize and launch initiatives for segmentation.
Manager-Sales, Customer Experience, 529 Plans, Managed Accounts, and Sales
Fidelity Investments
01.2008 - 01.2013
- Coached, motivated, and held accountable site sales leaders (ISR) to exceed targets in leads and customer experience- responsible for preparing and presenting Quarterly Business Results cycle and execution of strategy..
- Exceeded sales targets for quality, conversion ratios and customer satisfaction- resulting in the #1 sales team nationally.
- Provided guidance, support, and development for teams of licensed front-line associates to execute against goals in customer experience, net flows, and trading accuracy while meeting service level for phone and chat and achieving FINRA licensing.
Education
Administrative Management -
Bowie State
BA - Law and Society
Binghamton University (S.U.N.Y)
Skills
- Leadership and agile management
- Coaching and mentoring
- Influence and coalition building
- Executive presence
- Data-driven decision making
- Project management
- Presentation skills
- Relationship management
- Salesforce optimization
- Operational efficiency
- Change management
- Strategic planning
- Customer success strategies
- Employee engagement initiatives
- Performance evaluation techniques
- Administrative oversight
- Team building and motivation
- Conflict resolution strategies
- Stakeholder engagement
Certification
- Advanced Scrum Master
- Series 9, 10, 7 & 63
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Director of Customer Success
Altruist
07.2024 - 03.2025
Director-ESERVICES (Brokerage Support)
Charles Schwab
07.2022 - 06.2024
Director- Transformation Scrum Master (Workplace)
Fidelity Investments
01.2019 - 06.2022
Director- Client Service and Functional Strategy Lead (Loan)
Fidelity Investments
01.2013 - 06.2019
Manager-Sales, Customer Experience, 529 Plans, Managed Accounts, and Sales
Fidelity Investments
01.2008 - 01.2013
Administrative Management -
Bowie State
BA - Law and Society
Binghamton University (S.U.N.Y)
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