Tyler Whitten
Richland Hills,TX
Summary
Knowledgeable and dedicated brokerage service professional with extensive experience in the financial industry. Skilled leader, planner, and problem solver with experience in training, coaching, and content building. Known for great work ethic, driving results, and performing tasks to the highest degree of quality.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Retail and Sales Manager
Silverleaf Cigar Lounge
2023.06 - Current
- Implemented and led cross functional sales training with retail employees and wait staff leading to 11% increase to prior monthly sales.
- Offered hands on assistance to customers with product education and selection.
- Compiled monthly inventory data, ran analysis against sales to account for shrink and forecast future product sales and orders.
- Created weekly schedule for retail staff.
Customer Experience Representative
Robinhood
2021.03 - 2023.06
- Facilitated 2022 Summer Intern program where I mentored and tutored a team of 5 interns through studying to pass the SIE with an 80% pass rate.
- Created and led training sessions for handling customer escalations via phone and email. Conducted training sessions with national teams, all leading to net decreases in manager escalations and overall team increase in customer resolution rates.
- Served as a mentor to new hires via the Westlake Mentorship and Nesting programs.
- Maintained a Customer Resolution Rate above the top 20% of my peers nationwide.
- Conducted CX Retention Project, analyzed attrition rates, gathered and quantified data to forecast future attrition rates of licensed Core and Advanced Services agents, partnered with senior leadership to implement retention methods.
- Participated in cross functional internship with Executive Office team, resolving the highest level of escalated support cases and regulatory complaints.
- Established a deep partnership with Engineering teams to streamline agent processes and improve customer experience within the app
Specialist, Broker
Charles Schwab
2019.01 - 2021.03
- Consulted clients to identify and secure necessary services.
- Fielded customer escalations
- Zero trading or cashiering errors.
- Serviced client accounts as a retirement, margin, and options subject matter expert.
- Aided new representatives with job duties and career development through coaching, on the job learning, and onboarding of new hires, led group discussions and coaching sessions with teammates.
Assistant Manager, ATF Compliance
Cabela's
2017.06 - 2019.01
- Organized schedules, shift coverage to meet forecasted business demands, delegating tasks for 50+ member team.
- Executed inventory orders based on analysis of prior year seasonal demand and new product releases.
- Reviewed all NICS 4473 background check paperwork prior to transfer of firearms.
- Conducted inventory audits at monthly and bi-annual intervals, maintained accuracy by counting stock-on-hand and reconciling discrepancies with Excel and Bound Book.
Skills
- Training and Mentoring
- Customer Relationship Management
- Looker
- SQL
- Data Visualization
- Root Cause Analysis
- Cross Functional Project Leadership
- Problem Solving and Decision Making
Certification
FINRA Series 7 FINRA Series 63
FINRA Series 9 FINRA Series 10
Timeline
Retail and Sales Manager
Silverleaf Cigar Lounge
2023.06 - Current
Customer Experience Representative
Robinhood
2021.03 - 2023.06
Specialist, Broker
Charles Schwab
2019.01 - 2021.03
Assistant Manager, ATF Compliance
Cabela's
2017.06 - 2019.01
FINRA Series 7 FINRA Series 63
FINRA Series 9 FINRA Series 10
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