Summary
Overview
Work History
Education
Skills
Timeline
Generic
Kyle Gavin

Kyle Gavin

Norristown,PA

Summary

I am an ambitious, intelligent, and determined individual who started working at Vanguard in 2016 as a Personal Investor Processor, moved up to Priority Operations, and then moved to the client-facing side of the business as a UCCG representative for UHNW Self-Directed clients.ts. During that time, I went through the CFP program at Vanguard and moved to the Wealth Management space as a WMA in my current role. I have consistently excelled and advanced since arriving here, and am now looking to transition into the Senior WMA role to further my career development and utilize my valuable skills and experience to provide exceptional service for our most valuable clients and accomplished advisors.

Overview

9
9
years of professional experience

Work History

Wealth Management Associate

Vanguard
09.2021 - Current
  • Began in a pooled model, where we would assist all incoming calls from all Tier 1 and 2 UHNW PAS clients and their advisors, providing hotline coverage and casework time each day
  • Effectively learned all requests we are responsible for, providing high levels of quality and service ranging across a wide scope of requests, while building relationships with both the clients and their advisors and learning how to provide personalized service to each individual
  • Leveraged my back-end experience and knowledge to create quick turnaround times and unique solutions for clients and advisors, as made myself available to all my team to help them as well whenever needed, improving overall client experience across our team
  • Transitioned to the aligned model in April of 2024, where I have worked directly with Joe Haney, Steve Speers and Christopher Goudey and their clients, further improving on providing tailored and unique service to their books of business and being an invaluable resource on several occasions
  • One specific instance to call out is during year end of 2024, one of my previously aligned advisors left the company unexpectedly, leaving his clients worried and me as their only point of contact until they were transitioned to new advisors, and I was able to provide calm and excellent service during a hectic time of year, so much so that I was personally recognized by Kelly Duncan and Claire McCusker in their 'Friday High-Five' division wide email
  • Have maintained high CSAT scores (>4.75) and received numerous personal callouts from clients in their feedback, and have built strong personal connections to many clients across my 3 books, as well as great working and personal relationships with my 3 aligned advisors who have always provided great feedback and thoroughly enjoy being aligned to me.
  • Have contained all potential negative situations between me and the advisor and resolved them, without ever having a negative elevation to a manager and restoring the client relationship by the end.
  • I have previously provided out of office coverage for Senior WMAs in the past, so I know what the work looks like and the expectations, and have been successful and spoken highly of by the Tier 3 advisors

UHNW Client Consultant

Vanguard
03.2020 - 08.2021
  • Have provided excellent service and exceptional quality to the UNHW client base, posting over a 98% defect free rate and zero calls resulting in a negative elevation during my time in the role
  • Joined multiple committees to improve and provide for UCCG, including being on the UNHW Service SME and Talent committee, where I train new hires as well as produce resources for UCCG and presentations for Staff Meetings
  • Used prior processing and business partner connections to provide unique and effective solutions to complex situations (ex. expedited processing, policy exceptions, AWD/BPM expertise)
  • Been trained in Miller Heiman and performed dozens of needs assessments to better understand our clients' circumstances and offer personally catered solutions
  • Effectively managed time between NWoW, personal development, committee, and research/follow-up activities while still being available for incoming calls nearly 100% of the time I was scheduled to

Operations Specialist and Priority Operations Specialist

Vanguard
09.2016 - 02.2020
  • Was an early adopter of the Transformation process and Lean Methodology
  • Was involved in several problem solving efforts, including one that updated our procedures for outgoing asset transfer forms, and decreased our team's NIGO rate by almost 10%
  • Was identified as a subject matter expert (SME) for the Redemption function, where I worked closely with the administrators, process owners, and business partners
  • Was rated as Distinguished in my year end evaluation for 2018
  • Promoted to Priority Operations Specialist in 2018, where I quickly mastered all processing functions we were responsible for, and was identified as a wire, redemption, legal and demand and capacity expert
  • Helped create and improve the inventory and demand and capacity measurements for our baseload
  • Chosen to take part in an initiative called Co-Location, where processing crew were re-located to Zealous and aligned with Tier 3 Flagship RMs and the Family Office Team in PA
  • Was rated as Distinguished in my year end evaluation for 2019

Education

Bachelor's Degree - Finance, Economics

University of Pittsburgh Katz School of Business
05.2016

Skills

  • Verbal and Written Communication
  • Adaptability
  • NWoW and LEAN Tools
  • Financial Acumen
  • Time Management
  • Extensive Vanguard Systems Knowledge
  • Attention to Detail
  • Commitment to and Delivery of the Highest Quality of Work
  • Analytical and Technical Analysis
  • Experience with UHNW PAS clients

Timeline

Wealth Management Associate

Vanguard
09.2021 - Current

UHNW Client Consultant

Vanguard
03.2020 - 08.2021

Operations Specialist and Priority Operations Specialist

Vanguard
09.2016 - 02.2020

Bachelor's Degree - Finance, Economics

University of Pittsburgh Katz School of Business

Similar Profiles

CREATE PROFILE
Kyle Gavin