Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
References
Timeline
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Pamela Pierce-Zamoyski

Cardiff-by-the-Sea,CA

Summary

Collaborative leader with passion for the intersection between people and processes, looking to deliver a world-class advisor Marketing Solutions experience focused on metrics, feedback, and continuous improvement. Performance and data-driven Vice President with 10+ years of experience aligning systems with business requirements, policies and regulatory requirements. Passionate about applying excellent organization and communication skills to manage and lead teams. Results-oriented individual well-versed in interfacing and consulting on business processes to drive results based on sound overall business judgment.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Vice President, Admin Solutions

LPL Financial
08.2022 - Current
  • As a VP of Delivery in Admin Solutions, I have led and inspired my team through five years of growth and change
  • Employing Servant Leadership, I have been instrumental in driving growth from a team of 40 people to a team of over 250
  • Created clear OKRs and KPIs and held team members accountable to these high standards
  • Developed Manager+ Training Programs
  • Created a Leadership Skills Matrix to help assess leadership performance to OKRs and guide the creation of SMART goals
  • Maintained high advisor NPS average of 69 over past two years
  • Increased retention rate
  • Maintained average Employee Engagement rate of 80.6% over past three years
  • Obtained SIE, Series 99, 7, 66
  • Lead team through service model changes, keeping engagement high
  • Created and deployed quarterly advisor newsletter
  • Led LSG and Admin Solutions Career Development Groups
  • Demonstrated high level of skill in coaching, development, and talent management
  • Enhanced company profitability by implementing strategic business plans and optimizing operational processes.
  • Championed talent development programs, promoting employee engagement and retention while enhancing overall workforce capabilities.

Manager and AVP, Admin Solutions

LPL Financial
11.2018 - 08.2022
  • Successfully launched a Remote Admin Team
  • The success of this team and processes I built contributed to an easy and efficient transfer of working from home during Covid
  • Collaborated with Business Development team and SVP to establish process for bringing new Advisors to Admin Solutions
  • Developed training plan for Admins to successfully serve new Advisors
  • Collaborated with Transitions Team to create a smooth transition process for new Advisors
  • Received some of the highest Employee Engagement scores in STO.

National Corporate Relationship Manager

01.2017 - 06.2018
  • Managed corporate relationships with all enterprise clients
  • Planned long term strategy, development, and education with enterprise clients
  • Acted as liaison between FMG Suite and 300+ Broker Dealer financial institutions.

Director of Customer Success

01.2015 - 01.2017
  • Managed employees across 5 departments, including: Customer Service, Project Management, Customer Success, Front End Web Developers, Fulfillment, and Domains
  • Hosted monthly educational Video Blog to promote best use of FMG marketing tools focused on training advisors on FMG's platform and how to get the most from FMG's Marketing Tools
  • Created training plans for all level of employees from front line customer service through director level
  • Created internal Knowledge Wiki for all levels of employees as well as processes to keep Wiki up to date and current
  • Created/Implemented new website design process that reduced website build project time from 3-4 months to 7 weeks, increasing employee efficiency by 30%
  • Designed/carried out program that reduced backlog of website builds by 80%, taking caseload for project managers from 410 projects to 187 projects
  • Automated communications from Customer Success teams to clients, building efficiencies and reducing busy work for team members.

Education

Bachelor of Science, Biology -

Brigham Young University
Provo, UT

Skills

  • Relationship management
  • Training program development
  • Digital and data analysis
  • Team Leadership
  • Coaching and Mentoring
  • Performance Metrics Analysis
  • OKRs and KPIs
  • Relationship Building
  • Talent management
  • Career development
  • Metrics Tracking
  • Process Improvement

Certification

  • SIE
  • 99
  • 7
  • 66

Accomplishments

  • Advisor NPS of 69 for past two years
  • Employee engagement of 80.6% for past three years
  • SIE, Series 99, 7, 66

References

  • Marina Andina
  • Marques Zahir
  • Kristin Norton
  • Jose Siade

Timeline

Vice President, Admin Solutions

LPL Financial
08.2022 - Current

Manager and AVP, Admin Solutions

LPL Financial
11.2018 - 08.2022

National Corporate Relationship Manager

01.2017 - 06.2018

Director of Customer Success

01.2015 - 01.2017

Bachelor of Science, Biology -

Brigham Young University

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Pamela Pierce-Zamoyski