William Straman
Burlington,KY
Summary
Compassionate professional with background in customer service, known for productivity and efficient task completion. Possess specialized skills in employer sponsored benefits, case management, and de-escalation. Excel in communication, empathy, and problem-solving to support individuals effectively.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Executive Services Team Lead
Fidelity Investments
Covington, KY
09.2023 - Current
- Use FACT model to provide feedback to associates on performance.
- Subject matter expertise with all WI products.
- Identify areas of opportunity for the team as a whole.
- Review calls and coach to the STRIVE model.
- Support representatives via inbound chat for on-call needs.
- Lead calibrations for products and STRIVE.
- Provide quality and control checks for outbound emails.
- EPS point of contact for Boeing.
TEM/Executive Services Associate
Fidelity Investments
Covington, KY
08.2017 - 09.2023
- Case manager for retirements, ensuring deadlines are met, and that participants are fully educated on their retirement benefits.
- Process loans and withdrawals.
- Process healthcare enrollments.
- Commence pension benefits
- Identify planning needs and connect participants with our planning consultants
Skills
- Training and mentoring
- Attention to Detail
- Case Management
- Customer Service
- Problem-Solving
- Interpersonal Skills
- Time management abilities
- Client Advocacy
Certification
- Series 7 and 63
- Series 9 and 10
Accomplishments
- Gold across the board 2019
- Leader of the quarter 2022
- Rising Star 2024
- Two time Voice of Fidelity Winner
Timeline
Executive Services Team Lead
Fidelity Investments
09.2023 - Current
TEM/Executive Services Associate
Fidelity Investments
08.2017 - 09.2023
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