KIMBERLY LAFOND
Merrimack,NH
Summary
Dynamic professional with extensive experience at Fidelity Investments, excelling in team leadership and customer service. Proven track record in training and mentoring, driving continuous improvement initiatives, and optimizing operational efficiency. Adept at complex problem-solving and fostering an inclusive workplace, enhancing team performance and engagement.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Manager - Workplace Participant Services
Fidelity Investments
Merrimack, NH
01.2021 - 03.2026
- Managed customer support team of 15-25 individuals.
- Optimized operational efficiency by overseeing daily activities and providing mentorship to team members.
- Designed and implemented training programs to enhance team performance of 15-20 individuals in addition to daily team management.
- Formulated and implemented strategic plans and performance metrics aimed at fulfilling departmental objectives.
- Led team in establishing priorities and maintaining schedules.
- Guided junior staff in professional development initiatives to strengthen team capabilities.
- Cultivated a motivated workforce to drive productivity and foster engagement in daily operations.
- Fostered an inclusive workplace environment to enhance employee engagement, promote collaboration, and support ongoing learning initiatives.
- Guided junior team members in career development, cultivating a pipeline of future leaders.
- Spearheaded recruitment, interviewing, and hiring processes while establishing a mentoring program to enhance employee engagement.
Leaders in Action Program
Fidelity Investments
Merrimack, NH
03.2024 - 08.2024
- Drove regional campus initiatives to enhance strategic alignment with executive leadership.
- Collaborated on strategic projects aimed at enhancing NH campus appeal and attracting visitors.
- Engaged with leaders across regional campus to effectively distribute key workstreams for optimal project execution.
- Achieved alignment with key stakeholders through effective identification. Conducted thorough research and surveys, resulting in a clear understanding of needs and opportunities.
- Engaged in collaborative efforts to identify and propose enhancements for inclusivity and accessibility.
Customer Service Manager
Fidelity Investments
Merrimack, NH
09.2008 - 12.2020
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Investigated and resolved customer inquiries and complaints quickly.
- Identified areas for improvement in existing processes and implemented necessary changes for increased efficiency and effectiveness.
- Assessed client needs through active listening and asking probing questions, leading to accurate issue identification.
- Prioritized urgent requests efficiently while managing multiple tickets simultaneously under tight deadlines.
- Coordinated resource allocation, optimizing team productivity and output.
- Contributed ideas for continuous improvement initiatives within the help desk department.
- Employed various tools and equipment to find solutions to difficult or complex issues.
- Demonstrated flexibility in adapting to changing priorities or new procedures within the organization.
- Collaborated with internal business partners to streamline processes and minimize call volume.
Voice of the Customer Ambassador Program
Fidelity Investments
Merrimack, NH
03.2015 - 03.2017
- Contributed to project success by delivering support and guidance in a collaborative team environment.
- Engaged with business partners across the nation to analyze issues and formulate actionable business proposals for implementation.
- Analyzed project requirements to pinpoint and connect with critical stakeholders for effective execution.
- Created comprehensive training resources for new ambassadors, fostering consistent understanding and collaboration among teams.
- Excelled in managing multiple tasks efficiently to meet stringent deadlines and adapt to fast-paced conditions.
- Implemented effective organizational strategies and time management techniques to successfully manage concurrent projects.
Loan - Customer Protection & Fraud Investigations
Fidelity Investments
Merrimack, NH
04.2014 - 07.2014
- Executed risk-related inquiries to identify trends, patterns, and assess potential fraud.
- Analyzed and lifted account restrictions for verified non-fraud cases, promoting user satisfaction and trust.
- Conducted thorough evaluations of suspicious caller cases through critical thinking and risk assessment methodologies.
- Engaged with essential team members to propose enhancements that streamline communication between operational roles and front-line staff.
- Oversaw reduction of fraud case backlog through strategic prioritization and resource allocation.
Supervisor - Team Lead
Fidelity Investments
Merrimack, NH
01.2001 - 01.2008
- Oversaw a team of 15-30 associates, identifying areas for improvement and implementing coaching strategies. Fostered continuous development to elevate team performance.
- Delivered expert advice and assistance on risk protocols to enhance organizational objectives.
- Evaluated and adjusted key metrics to ensure alignment with organizational goals.
- Enhanced team dynamics by strategically involving seasoned team members in the completion of designated assignments.
- Directed training and coaching initiatives to enhance site and national program effectiveness.
- Focused on CSI results by identifying plan, site and national trends and reporting back to site leadership.
- Implemented an action plan to focus on associate knowledge and ownership to increase sites CSI results.
- Conducted comprehensive training workshops, focusing on identifying and closing knowledge gaps for clients.
- Engaged with management and internal partners to assess plan trends and deliver constructive feedback for quality improvement.
- Managed customer inquiries and escalated critical issues to maintain high levels of customer satisfaction.
Education
Associate of Science - Fashion Merchandising
Johnson & Wales University
Providence, RI05.1995
Skills
- Leadership
- Training, coaching and mentoring
- Service excellence
- Critical thinking for problem-solving
- Quality improvement initiatives
- Prioritization and scheduling
- Strong task management
- Project oversight
- Effective communication
- Resilience
KEY QUALIFICATIONS & CAREER HIGHLIGHTS
Collaborative leader focused on promoting a seamless integrated experience for both internal and external customers. Advocate of change, management and ongoing business growth; with focus on “best in industry” mentality.
- Leaders in Action Program 2024
- Voice of the Customer Ambassador Program 2015-2017
- Originated idea for inbound fraud support role and piloted – 2014
- Call center product start up & training support for Defined Contribution and Defined Benefits in Toronto (2005), Covington (2005) and Westlake (2006)
Certification
- Prior 6, 63 and 26 Licenses
Timeline
Leaders in Action Program
Fidelity Investments
03.2024 - 08.2024
Manager - Workplace Participant Services
Fidelity Investments
01.2021 - 03.2026
Voice of the Customer Ambassador Program
Fidelity Investments
03.2015 - 03.2017
Loan - Customer Protection & Fraud Investigations
Fidelity Investments
04.2014 - 07.2014
Customer Service Manager
Fidelity Investments
09.2008 - 12.2020
Supervisor - Team Lead
Fidelity Investments
01.2001 - 01.2008
Associate of Science - Fashion Merchandising
Johnson & Wales University