Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Timeline
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Nicholas McCoy

Denton,TX

Summary

Energetic financial services professional highly effective at working with clients of all levels and backgrounds. Friendly and personable with adaptable approach. Over 7 years of success supporting client financial goals through astute investment guidance.

Overview

11
11
years of professional experience

Work History

Call Center Supervisor

EverBank
Lewisville, TX
02.2023 - Current
  • Establish and maintains quality strategic client relationships to deliver responsive client service and enhance new business opportunities.
  • strategically helps customers to open and close accounts, apply for loans and make sound financial decisions.
  • Advise customers on bank products, services and financial planning options.
  • Assist customers by answering banking questions and recommending solutions.
  • Trains and coaches less experienced team members in procedures, compliance standards and performance strategies.
  • Reconciled cash and checks against computer records at end of shift.
  • Metrics for adherence including Funding, risk and compliance are top 1% every Quarter
  • Analyzes customer feedback data to identify trends in customer service issues.

Financial Consultant

Charles Schwab
Westlake, TX
01.2022 - 10.2022
  • Answered clients' questions regarding details of financial plans and strategies and explained data in easy-to-understand terms.
  • Consulted with clients to assess and meet short- and long-term financial goa
  • Developed relationships with new and existing clients to advance progress and improve business.
  • Met with clients to determine income, expenses, financial objectives and risk tolerance in order to develop successful financial plans.
  • On a daily basis I handled about 20-40 calls a day for investment firm advisors clients high net worth clients
  • Metrically i led categories for call intake and efficiency
  • I worked 40-60 hours a week
  • Manged High Net Worth client Accounts
  • Was Apart of New hire and interns program to train and Equip with skill Sets for position

Workplace Investments Representative

Fidelity Investments
West Lake, TX
12.2018 - 12.2021
  • Answered customer queries with a professional attitude and manner while adhering to measurable departmental goals
  • Processed and Re-balances, assisting Participants in IRA management and Investment within market growth
  • Effectively utilized and navigated internal resources to arrive at the right solution for the client e.g
  • Used Computer systems such as Focus point and the internal DC Workstation
  • Performed various valuation methods, including supervised estates team of 6-10 and created innovative approaches
  • Demonstrated excellent call handling skills, patience and respect with complex and non-complex calls
  • Established rapport with customers, making them feel unique and valued for which is Fidelity Standard
  • RSA's are "Fidelity's Voice to Our Customers" survey results that i was able to run and manage per representative
  • Within the first quarter i have was within the top 5 percentile for company metrics
  • CEI surveys, above company standard in Call quality and Transaction processing

Sales Manager

NEIGHBORHOOD AUTOS
DENTON, TX
12.2017 - 01.2019
  • Guaranteed satisfaction of customers; determine each customer's vehicle needs by asking questions and listening
  • Consulted and guided customers to the appropriate next step of the sales process and educating them on finance process
  • Prepared sold vehicles for delivery prior to customer arrival; deliver vehicles to customers to ensure that the customer understands the vehicle's operating features, warranty and paperwork, and laid the foundation for customer loyalty
  • Established personal income goals that are consistent with dealership standards
  • Produced top three sales percentage within company
  • Sold 15-20 Cars a month with 100% customer satisfaction driving off the lot
  • Bonus-ed on every vehicle sold which was 20% plus stated commission on vehicle

Front Desk Supervisor

Hampton Inn By Hilton
Denton, TX
11.2015 - 12.2017
  • Handled guest complaints and offered complimentary services for hardship cases.
  • Mentored new employees, demonstrating best methods for servicing clients and guests.
  • Managed budget and expenditures, supplies and renovations and drove operations to meet sales and profit margins.
  • Solicited feedback through questionnaires to evaluate levels of guest satisfaction.
  • Made recommendations for salary and wage increases based on performance reviews.
  • Administered new hire paperwork and maintained employee files.
  • Coordinated weekly staff schedule to accommodate ongoing and seasonal needs of hotel.
  • Inspected hotel rooms and public spaces to determine cleanliness and need for room updates.

Loan Officer

U.S, Small Business
Fort Worth, TX
08.2017 - 12.2017
  • Performed a variety of tasks including servicing, purchasing and liquidating loans which are considered to be more "complex" or problematic
  • Gathered and reviewed facts and data relating to the loan balance, lien situations, collateral, and interests of other creditors and any assets of the borrower which may provide recovery to the agency
  • Reviewed and analyzed requests from direct borrowers and/or requests from participant lenders in relation to servicing, liquidating and purchasing loans
  • Analyze requests in terms of financial condition of the borrowers and the effect and implication they have on the interest of SBA if approved
  • Performed extensive servicing, purchasing and liquidation of complex delinquent loans or potentially delinquent loans
  • Analyzed the underlying problems and cause of the delinquency and develop solutions to protect the interest of the agency and the survival of the small business

Junior Level Loan Officer

Loan Depot, LLC
Plano, TX
01.2017 - 08.2017
  • Had Excellent follow up and communication with borrowers, internal partners & teammates top percentile of company metric
  • Originated Mortgage or personal loans which was 6-10 loans per week
  • Sales trainer-trained other potential sales Representatives on inception of sale and closing sales critique
  • Received approximately 10-15+ warm transfers from our contact center closed 2-3 per day
  • After determining the best product for the client, locked the loan at point of sale, requested initial documents and submitted a preliminary paperless loan packaged
  • While waiting for approval Processors took the loan in which allowed our sales team to focus on new origination's
  • Accumulated 50-60 hours per week, which include some weekends
  • Worked in multiple systems at one time, approximately 1-6
  • Worked best in a fast-paced environment while having ability to multi-task

Sale's Manager

Hertz Rental Car
Plano, TX
05.2013 - 02.2015
  • Provided customer service by greeting and assisting customers and responding to customer inquiries and complaints
  • Directed and supervised employees engaged in sales inventory-taking, reconciling cash receipts and preformed services for customers
  • Hired, Train, and evaluated personnel in sales or marketing establishments, promoting when appropriate
  • Reviewed inventory and sales records to prepare reports for management and budget departments
  • Planned budgets and authorized payments and merchandise returns
  • Keep records of purchases, sales, and requisitions
  • Was within top 5 sales percentile of Dallas-Ft Worth Rental branch locations
  • Took Branch location from 50 percent vehicle utilization to 100 percent within 3 months of acquiring position

Education

Bachelor of Arts - Broadcast Communications, Sports Broadcasting

Southeastern Oklahoma State University

Some College (No Degree) - Pastoral Studies

Dallas Christian College
Dallas, TX

Some College (No Degree) - Radio and Television

University of Michigan - Ann Arbor
Ann Arbor, MI

Skills

  • Strong Customer Service Including
  • Conflict Resolution
  • Solid Experience with Currency
  • Organization and Prioritizing
  • Lead Managerial Experience
  • Sales Management
  • Operations management
  • Fleet Management
  • Proficient in Microsoft Office
  • Social Media Savy
  • Microsoft Office
  • Budgets, Operations
  • Management
  • Closing, Processors
  • Competitive, Purchasing
  • Bilingual “Spanish Speaker”
  • Client, Reconciling
  • Features, Statistics
  • Financial, Strategy
  • Investment advice

Affiliations

Bilingual Spanish speaker

Accomplishments

  • Experienced NCAA Athlete Southeastern Oklahoma State Football Athlete,
  • Dallas Baptist Athlete, University of Michigan Athlete
  • 1st team Great American Conference;
  • Defensive Assistant August 2013 to September 2015 Durant, Oklahoma
  • Reacted to complex game situations quickly and effectively
  • Devoted [50] hours per week to athletics in addition to being a full-time student
  • Applied knowledge of previously playing experience, to the coaching field for current athletes
  • Demonstrated commitment and responsibility towards fellow players and coaches through genuine respect and dedication to the sport
  • Administrative assistant, assist in mass mailing, recruiting ambassador.

Timeline

Call Center Supervisor

EverBank
02.2023 - Current

Financial Consultant

Charles Schwab
01.2022 - 10.2022

Workplace Investments Representative

Fidelity Investments
12.2018 - 12.2021

Sales Manager

NEIGHBORHOOD AUTOS
12.2017 - 01.2019

Loan Officer

U.S, Small Business
08.2017 - 12.2017

Junior Level Loan Officer

Loan Depot, LLC
01.2017 - 08.2017

Front Desk Supervisor

Hampton Inn By Hilton
11.2015 - 12.2017

Sale's Manager

Hertz Rental Car
05.2013 - 02.2015

Bachelor of Arts - Broadcast Communications, Sports Broadcasting

Southeastern Oklahoma State University

Some College (No Degree) - Pastoral Studies

Dallas Christian College

Some College (No Degree) - Radio and Television

University of Michigan - Ann Arbor

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Nicholas McCoy