Rachel Schuler
Denver,CO
Summary
Accomplished leader at Fidelity Investments, adept in strategic planning, process improvement and people management. Spearheaded product development and training initiatives, enhancing engagement and operational efficiency. Excelled in project management and relationship building, achieving significant improvements in client experience and associate productivity.
Overview
12
12
years of professional experience
Work History
Director, Lifetime Engagement
Fidelity Investments
05.2022 - Current
- Utilize the product development framework to improve participant engagement strategies for the WPA and TEM organizations
- Collaborate with functional leads and senior leaders to determine priorities for problem resolution
- Work with the functions to determine Digital Appointment and Outbound Calling strategies that most benefit their associates and participants
- Engage the Digital Appointment Scheduling team to help improve the scheduling experience to make it more accessible
- Run a variety of tests to utilize Data and Insights to determine if we were correct with our hypothesis and implement new permanent solutions
- Helped develop the IDEA tool that WPA and TEM associates use to help with rollover or stay in plan conversations
- Worked with associates and set up a council to understand where the opportunities of improvements are to enhance experiences
SSG Onboarding and Training Lead
Fidelity Investments
05.2021 - 05.2022
- Responsible for creating and leading an L&D department for the Distribution services organization
- Manage facilitators and content developers to drive associates and the organization towards SSG/Branch Pod key objectives
- Work with senior leadership to determine hiring/training objectives to ensure our training needs align with business needs
- Develop training and training timelines to ensure our associates are more efficient and productive when they complete training
- Collaborate with other business units to assess and create efficiencies within the training/onboarding process
- Develop and run a small scrum team to push through key opportunities and create a structure for work needing to be completed
Team Lead, SSG RC and Branch Pod (WMS)
Fidelity Investments
10.2018 - 04.2021
- Implement Fidelity’s Service Support Strategy by supporting the reactive and proactive needs of customers, and our frontline associates located in the PI Regional Centers and Investor Centers
- Demonstrate management skills such as planning, organizing, communicating, problem resolution and decision making
- Work well under the stress and challenge of an evolving environment, with flexibility to adapt to the changing priorities of the role and business
- Create and implement a national realignment plan to ensure all branches are regional aligned to their new pod
- Maintain relationships with investor center management and national business partners to ensure we could reduce escalations and provide positive client experiences
Senior Manager, Experience Delivery
Fidelity Investments
04.2015 - 10.2018
- Provided market support to the Investor Centers Midwest Market/Central South in regard to escalations, everyday operations, and on-site visits
- Coached and influenced associates to help execute on our client commitment standards and simultaneously worked to remove any inefficiencies in their way
- Consulted with managers to influence change in their investor centers to remove paper transactions and work digitally
- Contributed to the rollout of deploying a new telephone system (NGCC) in all investor centers changing the way they communicate internally and externally
- Was part of the team that created and developed the SSG Branch Pod organization to ensure it was the best product for the investor centers. Successfully deployed the model to all investor centers.
- Partnered with the opening of new investor centers and making sure they were up and running from an operations and client experience standpoint
Facilitator
Fidelity Investments
07.2014 - 02.2015
Portfolio Advisory Services
Fidelity Investments
06.2013 - 07.2014
Financial Representative
Fidelity Investments
06.2012 - 06.2013
Education
Bachelor of Science - Public Relations
Eastern Kentucky University
Richmond, KY12.2011
Skills
Strategic Planning
Verbal and written communication
People Management
Operations Management
Project Management
Project Coordination
Issues Resolution
Business Development
Content Development
Teamwork and Collaboration
Relationship Building
Business Leadership
Timeline
Director, Lifetime Engagement
Fidelity Investments
05.2022 - Current
SSG Onboarding and Training Lead
Fidelity Investments
05.2021 - 05.2022
Team Lead, SSG RC and Branch Pod (WMS)
Fidelity Investments
10.2018 - 04.2021
Senior Manager, Experience Delivery
Fidelity Investments
04.2015 - 10.2018
Facilitator
Fidelity Investments
07.2014 - 02.2015
Portfolio Advisory Services
Fidelity Investments
06.2013 - 07.2014
Financial Representative
Fidelity Investments
06.2012 - 06.2013
Bachelor of Science - Public Relations
Eastern Kentucky University
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