Shawn Thompson
Norlina,NC
Summary
Accomplished in transforming challenges into opportunities, I leveraged my tenure at Fidelity Investments to enhance client satisfaction and retention through expert financial guidance and personalized service. Adept in sales strategy and team leadership, my approach combines data analysis with exceptional interpersonal skills, driving significant performance improvements and fostering enduring customer relationships.
Overview
12
12
years of professional experience
Work History
Financial Associate II – Multi-product
Fidelity Investments
08.2023 - Current
- Provide consultative support to clients on complex financial products, including health insurance, retirement plans, and life insurance.
- Deliver high-quality customer service, addressing client billing and benefit selection inquiries.
- Perform open enrollment activities and ensure updates to client benefits are accurate.
- Focus on client retention through relationship-building and personalized service.
Financial Associate – Defined Contributions
Fidelity Investments
01.2023 - 08.2023
- Assisted customers with 401(k) transactions, including loans, withdrawals, and fund transfers.
- Acted as a subject matter expert for retirement plans, improving overall client satisfaction and retention.
- Resolved customer inquiries promptly, contributing to operational efficiency.
Workplace Planning Associate
Fidelity Investments
07.2022 - 01.2023
- Guided clients through retirement plan rollovers and withdrawals, ensuring a smooth transition process.
- Provided exceptional support by addressing account-related issues and offering timely solutions.
- Completed Fidelity Essentials Program, enhancing financial product knowledge and customer service skills.
Supervisor, Residential Inbound Sales
Charter Communications
05.2021 - 04.2022
- Led a team of Inside Sales Representatives to consistently meet or exceed sales quotas.
- Coached and mentored team members daily, focusing on individual sales productivity, goal-setting, and performance improvement.
- Developed and executed sales strategies to drive revenue and customer acquisition.
- Conducted performance evaluations, analyzed operational data, and reported on team progress.
- Managed staffing activities including recruitment, onboarding, and performance management to ensure a highly effective sales team.
Inbound Sales Mentor
Charter Communications
11.2020 - 05.2021
- Provided training, coaching, and performance feedback to newly hired sales agents.
- Assessed team members' strengths and weaknesses, creating individualized improvement plans to optimize performance.
- Collaborated with sales leadership to implement improvement strategies, resulting in enhanced sales metrics.
Inbound Sales Representative
Charter Communications
04.2019 - 11.2020
- Achieved or exceeded sales targets consistently by effectively handling customer inquiries and showcasing the benefits of products/services.
- Built strong relationships with customers, ensuring satisfaction and long-term loyalty.
- Played a key role in improving sales processes and closing rates through continuous development and training.
Store Manager
JMT Consulting
05.2016 - 04.2019
- Led store operations and supervised a team of [number] employees, ensuring optimal performance and customer satisfaction.
- Drove sales growth through strategic merchandising, staff training, and effective customer service strategies.
- Successfully recruited, trained, and developed a high-performing team to achieve store sales goals.
- Fostered a customer-centric culture, resulting in a significant increase in customer retention and satisfaction.
Owner/Operator
Next Level Vapors
03.2013 - 04.2019
- Managed day-to-day business operations.
- Trained and motivated employees to perform daily business functions.
- Developed and nurtured lasting customer relationships by projecting professional corporate image and responding quickly to logistical and scheduling issues.
- Consulted with customers to assess needs and propose optimal solutions.
Education
High School Diploma -
Warren County High School
Warrenton01-2004
Skills
- Sales Leadership & Coaching
- Team Management & Development
- Performance Optimization
- Client Acquisition & Retention
- Sales Strategy & Planning
- Customer-Centric Sales Approach
- Problem Solving & Decision Making
- Interpersonal & Communication Skills
- Microsoft Office Suite
- Data Analysis & Reporting
- Active Listening & Relationship Building
Timeline
Financial Associate II – Multi-product
Fidelity Investments
08.2023 - Current
Financial Associate – Defined Contributions
Fidelity Investments
01.2023 - 08.2023
Workplace Planning Associate
Fidelity Investments
07.2022 - 01.2023
Supervisor, Residential Inbound Sales
Charter Communications
05.2021 - 04.2022
Inbound Sales Mentor
Charter Communications
11.2020 - 05.2021
Inbound Sales Representative
Charter Communications
04.2019 - 11.2020
Store Manager
JMT Consulting
05.2016 - 04.2019
Owner/Operator
Next Level Vapors
03.2013 - 04.2019
High School Diploma -
Warren County High School
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