RUBY MALOUFF
Layton
Summary
Motivated Service Leader with strong background exceeding customer expectations by training, coaching, and leading high performing teams. Training and mentoring associates to achieve service goals and progress in career development.
Overview
12
12
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work History
Senior Annuity Service Leader
Fidelity Investments
Salt Lake City
06.2023 - Current
- Work with Talent and Acquisitions on job postings, establish interview panels, schedule interviews, and host collaboration meetings to attract top talent.
- Lead and build a customer-obsessed team that owns outcomes, delivers outstanding results, and drives innovation.
- Support associates personal, career, and talent development.
- Provide coaching using empathy and accountability to ensure consistency in metrics and lead language.
- Guide Lead Call Reviews and Outreach Committees.
- Ensure compliance and implement appropriate risk mitigation strategies
- Deliver outstanding results quickly and efficiently through effective time management.
- Drive team innovation through curiosity and a comprehensive understanding of business processes and client needs.
- Promoted to Senior Leader in April 2024
Client Services Help Desk Tier 1
Fidelity Investments
Salt Lake City
06.2022 - 01.2024
- Content knowledge expert
- Assisted associates in gaining confidence and accuracy to ensure a positive client experience
- Assisted national debriefs and small group role plays
- Facilitated coaching sessions
- Handles escalation with professionalism empathy and respect.
Interim Onboarding Team Leader
Fidelity Investments
Salt Lake City
01.2023 - 06.2023
- Onboarded new associates and provide a pathway for success.
- Led associates with empathy, emphasizing accountability throughout their licensing and training journey.
- Provided impactful on-the-spot and planned coaching to assist in developing skills and career growth.
- Provided side-by-side call review coaching to assist associates in maintaining consistency with the call model, ensuring excellent client experiences.
HNW Service Associate
Fidelity Investments
Salt Lake City
03.2022 - 06.2022
- Assist high-net-worth clients with portfolios of $250k+.
- Serviced Managed Accounts.
- Inbound customer service phone calls with Private Client Group, Premium Services and Client Services.
- Assisted clients with tasks in their Fidelity accounts, including balance inquiries, PIN resets, online guidance, transferring money, and placing trades.
- Trained in Mutual Funds, Equities, Margin, and Options.
- Instilling confidence in our services for our clients.
- Collaborating with team members for customer resolution.
Customer Relationship Advocate
Fidelity Investments
Salt Lake City
03.2020 - 03.2022
- Inbound customer service phone calls.
- Assisted clients with tasks in their Fidelity accounts, including balance inquiries, PIN resets, online guidance, transferring money, and placing trades.
- Trained in Mutual Funds, Equities, Margin, and Options.
- Instilling confidence in our services for our clients.
- Collaborating with team members for customer resolution.
Sales Manager
Ensignal
Brigham City
10.2013 - 01.2019
- Extensive Customer Service Experience.
- Managing, scheduling, hiring/firing, training, and coaching.
- Nightly/Weekly Inventory, Aged Inventory.
- Deposits/POS.
- Sales/ Tech Support (Phones/Devices).
Education
High School -
Monte Vista High School
Monte Vista, CO 08.2005 - 05.2008
Skills
- Team Leadership
- Onboarding/Training
- Coaching
- Customer Service
- Sales
- Conflict Resolution
- Communications
- Team Building
Certification
- Series 7
- Series 63
- HD Leadership Program
- Series 9/10
Timeline
Senior Annuity Service Leader
Fidelity Investments
06.2023 - Current
Interim Onboarding Team Leader
Fidelity Investments
01.2023 - 06.2023
Client Services Help Desk Tier 1
Fidelity Investments
06.2022 - 01.2024
HNW Service Associate
Fidelity Investments
03.2022 - 06.2022
Customer Relationship Advocate
Fidelity Investments
03.2020 - 03.2022
Sales Manager
Ensignal
10.2013 - 01.2019
High School -
Monte Vista High School
08.2005 - 05.2008