Open To Work
Presley Wright
Jacksonville,FL
Summary
Detail-oriented professional with extensive experience in client communications, case management, data analysis, and process execution. Proven ability to manage client interactions across various channels, resolve complex issues, and uphold high satisfaction standards. Recognized for rapid advancement into leadership roles at Fidelity Investments, demonstrating adaptability and strong organizational skills. Expertise in developing structured workflows, documenting best practices, and supporting operational improvements to enhance efficiency.
Overview
8
8
years of professional experience
Work History
Participant Services Team Lead
Fidelity Investments
Jacksonville, FL
02.2024 - Current
- Serves as primary contact for escalated client issues, managing communications across phone, email, and internal systems with clarity and empathy.
- Provides coaching and performance guidance to associates, strengthening consistency and quality across client interactions.
- Develops structured communication processes, documentation, and training resources to improve team efficiency and reduce knowledge gaps.
- Conducts service trend analysis to identify recurring issues, performance gaps, and opportunities to streamline workflows.
- Coordinates complex case resolutions by managing information flow, follow-up tasks, and deadline adherence across internal channels.
- Leads small-scale process improvement initiatives focused on simplifying procedures, reducing service friction, and enhancing the client experience.
- Facilitates team meetings and knowledge-sharing sessions to reinforce consistent standards and support employee development.
- Demonstrates strong operational ownership through proactive issue identification and independent execution of solutions.
- Advanced rapidly, selected as Interim Team Lead in Feb 2024-bypassing the traditional leadership pipeline-and officially promoted in May 2024.
Financial Associate I & II / Peer Guide
Fidelity Investments
Jacksonville, FL
05.2022 - 02.2024
- Provided empathetic and solutions-focused support for client inquiries, including 401(k) transactions, withdrawals, loans, and account management.
- Built trust through transparent communication, ensuring clients felt informed and confident in decision-making.
- Selected as a Peer Guide for exceptional product mastery, technical skill, and consistent client satisfaction scores.
- Supported new hires through onboarding, real-time coaching, and guidance on complex policies and procedures.
- Created an affirming service environment through clear communication, process reliability, and individualized support.
- Developed documentation habits and organizational workflows that improved efficiency in high-volume call environments.
- Maintained strong performance in dynamic settings through structure, independence, and consistent execution of high-accuracy tasks.
Executive Assistant / Client Liaison
Setzer's Appliances
Jacksonville, FL
02.2021 - 05.2022
- Managed client communications, scheduling, payment processing, and administrative tasks to support daily operations.
- Maintained builder orders, client files, and documentation to ensure accuracy and reliability.
- Oversaw invoicing and order workflows, ensuring timely processing and clear information flow across internal stakeholders.
Server
Wipeouts Grill
Jacksonville, FL
08.2020 - 09.2021
- Delivered strong customer service in a fast-paced environment while managing multiple tasks efficiently.
- Supported shift operations through preparation, organization, and structured closing duties.
- Built positive customer relationships through consistent, clear communication.
Administrative Assistant / Data Entry
Hamilton Appliances
Memphis, TN
10.2019 - 12.2020
- Managed accounts receivable/payable and invoicing using QuickBooks with high accuracy.
- Supported inventory tracking, data entry, and project documentation to maintain organized workflows.
Lead Barista
Bluff City Coffee
Memphis, TN
07.2017 - 08.2020
- Supervised shifts and ensured consistent, high-quality customer experiences.
- Managed inventory systems, maintained documentation, and upheld safety standards.
- Executed high-volume service tasks with reliability and attention to detail.
Education
Associate of Arts -
05.2015
Skills
- Cross-functional coordination
- Project management
- Data analysis
- Operational support and efficiency
- Customer experience enhancement
- Leadership and team development
- Case management expertise
- Process improvement strategies
- Compliance navigation
- Client communication skills
- Training and onboarding facilitation
- Escalation management and issue resolution
- Problem solving
- Empathetic support
- Documentation and workflow design
- Independent task ownership
- Microsoft Office Suite proficiency
- Google Workspace expertise
- Power BI and Tableau proficiency
- Performance metrics analysis
- Multiple CRM systems knowledge
- Online inventory management tools proficiency
- QuickBooks (AP/AR) expertise
Work Preference
Work Type
Full TimeLocation Preference
RemoteTimeline
Participant Services Team Lead - Fidelity Investments
02.2024 - Current
Financial Associate I & II / Peer Guide - Fidelity Investments
05.2022 - 02.2024
Executive Assistant / Client Liaison - Setzer's Appliances
02.2021 - 05.2022
Server - Wipeouts Grill
08.2020 - 09.2021
Administrative Assistant / Data Entry - Hamilton Appliances
10.2019 - 12.2020
Lead Barista - Bluff City Coffee
07.2017 - 08.2020
Northwest Mississippi Community College - Associate of Arts,