Peter Dell'Anno
Raleigh,NC
Summary
Highly Motivated Team Lead with extensive experience in Coaching and Onboarding. Taking an active role in motivating and supporting new hires as they move through Licensing and their subsequent customer service training. Strong focus on efficiency and production goals through regular evaluation of employee performance; actively training and mentoring individuals as needed to facilitate success.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Interaction Insight Coordinator
Fidelity Investments
12.2022 - Current
- Responsible for initial and ongoing development of the PI Launch/Interaction Insights Program (an initiative aimed at reducing Attrition Rates and improving quality of life for associates by creating variety of work).
- Handling initial onboarding of associates and simultaneous management of 5 separate PI Launch cohorts; each cohort containing approximately 80-150 participating associates.
- Responsible for creation and active management of 5+ Microsoft Teams Groups; making regular, consistent posts in an effort to encourage engagement and keep associates informed, on track, and prepared for the new content introduced each week.
- Hosting Introductory Meetings to welcome associates into Interaction Insights and give them a better understanding of the content and goals of the program.
- Providing ongoing technical help, coaching, and guidance to participating associates.
- Developing lasting content for Interaction Insights by sourcing, reviewing, and scrubbing calls from various roles and uploading them to an online library for participating associates to engage with.
- Utilizing Excel to analyze data from 1000+ associate surveys each week to find points of interest to share/discuss with participating associates and Business Partners.
- Responsible for preparation and facilitation of 6-8 weekly meetings with associates/Business Partners to review the findings/points of interest from the prior week's call listening exercise.
- Responsible for hosting weekly Focus Group meetings with participating associates to discuss possible areas for improvement in the Interactions Insights Program.
- Working to effectively coordinate with various business partners so that they can take an active role/interest in the findings and ongoing development of PI Launch.
- Handling preparation and distribution of a weekly summary document to business partners that outlines all important findings from the survey data analysis and associate insight.
Onboarding Team Lead
Fidelity Investments
06.2022 - 12.2022
- Leading and Coaching a team of over 25 new hires as they move through Licensing to acquire their Series 7 and 63.
- Coaching team members in techniques necessary to complete job tasks after they successfully completed Licensing.
- Helped meet production goals and save Fidelity time/money by efficiently moving Reps through their Licensing and Training processes. Established standards for success and reduced average call handling time.
- Regularly evaluating employee skills and knowledge; training and mentoring individuals with lagging skills as they move from Licensing into taking client calls. Leading both one-on-one and team meetings weekly to gauge Team Progression.
- Approving Daily Trade Logs for my team and promptly addressing all Alerts regarding policy and employee performance.
- Responsible for Termination of Representatives who do not meet Licensing/Performance Requirements.
Series 9/10 Help Desk, Client Services, Tier 2
Fidelity Investments
11.2021 - 06.2022
- Wrote, Organized, and lead presentations for other Onboarding Leaders across Fidelity, answering questions and providing strategies for success to both new and tenured Fidelity Associates.
- Lead several Call Reviews and Trade Debriefs to coach Reps on their Core Path and Trading Routines. Performed Small Group Role Play to give Reps better understanding and experience with future calls they may receive, ultimately reducing call handling time and saving Fidelity both time and money.
- Provided regular Coaching Sessions, both group and one-one-one, covering wide varieties of topics: Margin/Options, Mutual Fund and Equity Trading, Career Coaching/Networking, etc.
- Allowed new Client Services Help Desk Associates to shadow me so they could get a better understanding of the role and day-to-day responsibilities.
- Took daily calls from Representatives looking for assistance with client interactions they were currently working on.
- Responsible for High Risk Documentation Processing/Reporting: Filing Privacy Incident Reports, Threat Reporting to Corporate Security, Trade Error Reporting and Rebooking, Fidelity Policy Exception Approvals, Written Complaint Filing, Outgoing Correspondence Approval, Reporting Potential Breaches of FINRA Regulations, etc.
- Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitation of proactive work environment.
- Handled both Written and Verbal Client Escalations, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Established performance and service goals and held associates accountable for individual performance.
Series 9/10 Help Desk, Client Services, Tier 1
Fidelity Investments
09.2020 - 11.2021
- Acquired Series 9 and 10 Licenses.
- Assisted Representatives with questions related to client calls; providing them with information and resources.
- Handled Written and Verbal client Escalations, taking responsibility for each situation and finding appropriate resolutions.
- Providing one-on-one and group Tech Coaching Sessions for Representatives outlining a variety of subject matter. Lead Small Group Role Play to help them feel confident and comfortable with calls they may receive in their new role.
- Wrote, organized, and lead Fidelity's new "Mutual Fund Debrief Program" offering a variety of courses to new Mutual Fund Traders breaking down the most common calls they will receive and how to successfully handle them and corresponding client requests.
High Net Worth Service Associate
Fidelity Investments
10.2019 - 09.2020
- Worked with High Net Worth clients and Accounts Managed by Fidelity.
- Learned how Managed Accounts function and assisted clients with questions, trades, distributions, and other forms of Account maintenance.
- Managed customer issues and enhanced satisfaction by matching optimal solutions to individual customer needs. Ultimately improving evaluation scores and average call handle time.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided accurate answers and solutions to customer concerns, inquiries and complaints.
Customer Relationship Advocate
Fidelity Investments
12.2018 - 10.2019
- Acquired Series 7 and 63 Licenses.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal idle time in order to avoid on-hold time for clients.
- Offered advice and assistance to customers, paying attention to special needs or wants. Strived to build long term, trusting relationships with both new and long-term clients.
Business Analyst
John Hancock
11.2016 - 02.2017
- Review and editing of internal documentation and onboarding material.
- Coding and Alteration of Salesforce web pages.
- Analyzed key aspects of business to evaluate factors driving results and summarizing them into presentations.
- Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
Education
Bachelor of Arts - Psychology & Education
University of Massachusetts Amherst
Amherst, MA11.2018
Skills
- Holder of Series 7, 63, 9, and 10 Licenses
- Significant experience in Coaching/Onboarding
- Excellent oral and written communication skills Able to work both independently and with teams
- Highly skilled in Customer Relationship Management and Client Services
- Strong organizational and management skills
- Eager to take on new challenges and always open to new professional experiences
Certification
- Series 7 License
- Series 63 License
- Series 9 License
- Series 10 License
Timeline
Interaction Insight Coordinator
Fidelity Investments
12.2022 - Current
Onboarding Team Lead
Fidelity Investments
06.2022 - 12.2022
Series 9/10 Help Desk, Client Services, Tier 2
Fidelity Investments
11.2021 - 06.2022
Series 9/10 Help Desk, Client Services, Tier 1
Fidelity Investments
09.2020 - 11.2021
High Net Worth Service Associate
Fidelity Investments
10.2019 - 09.2020
Customer Relationship Advocate
Fidelity Investments
12.2018 - 10.2019
Business Analyst
John Hancock
11.2016 - 02.2017
Bachelor of Arts - Psychology & Education
University of Massachusetts Amherst
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