Masai White
Chapel Hill,NC
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
7
7
years of professional experience
Work History
DC Peer Guide
Fidelity Investments
07.2022 - Current
- Developing strong time management skills to keep up with daily and big picture tasks
- Running morning and afternoon meetings such as Kickoffs, Workshops, Debriefs, etc.
- Disseminating important tasks and activities effectively to keep the classes on schedule
- Providing in office, chat and zoom support to 500+ associates
- Monitoring class statistics to ensure proper workplace practices were being followed
- Evaluating associates, providing feedback, and coaching them on their opportunities
- Circle of Excellence Nominee 2023
DC Customer Service Representative
Fidelity Investments
05.2021 - Current
- Securing private accounts to protect the customers and the firm from risk
- Executing many transfers of money properly following company and IRS rules
- Educating clients on their options with their account
- Providing online assistance and navigational support to assist the clients
DC Interim Team Lead
Fidelity Investments
05.2023 - 08.2023
- 350+ team lead surveys completed with a quality score of 99.2% and future and enablement of 100% 1700+ calls handled at an average 475 seconds
- Provided multiple coaching sessions and one on ones weekly for reps who were outliers
- Dropped Team Lead contact rate by a third of the total for my aligned team
Shift Leader
Papa John's
10.2016 - 06.2021
- Utilized print, social media and word of mouth campaigns to nurture, engage and expand the current customer base in our market
- Maximized function and efficiency within a solo and group capacity resulting in multiple awards
- Properly maintained and implemented new systems for all monetary assets within the restaurants
- Monitored and minimized changes in inventory
- Instilled confidence in new team members when given directives in product handling, selling techniques and procedures in both products and safety
Education
Bachelor of Arts - Music Industry Studies, Jazz and Commercial
University of North Carolina at Pembroke
Pembroke, NC01.2021
University of North Carolina At Pembroke
Pembroke, NC11.2020
Skills
- Coaching others and reinforcing good habits
- Time management
- Implementing a statistically driven environment
- Educating reps in solo and group settings
- Troubleshooting and general problem solving
Personal Summary
Highly motivated and seeking to continue working towards my career path. I am well versed in customer relations, financial management and disseminating information both efficiently and effectively. I am an outgoing person with a bright personality and look forward to learning and improving the work environment of the company.
Timeline
DC Interim Team Lead
Fidelity Investments
05.2023 - 08.2023
DC Peer Guide
Fidelity Investments
07.2022 - Current
DC Customer Service Representative
Fidelity Investments
05.2021 - Current
Shift Leader
Papa John's
10.2016 - 06.2021
Bachelor of Arts - Music Industry Studies, Jazz and Commercial
University of North Carolina at Pembroke
University of North Carolina At Pembroke
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