Kristy Elliott
Fort MIll
Summary
Dynamic leader with extensive experience at LPL Financial Services, excelling in customer service management and problem-solving. Spearheaded initiatives that enhanced service quality, reduced staff turnover by establishing recognition programs, and mentored teams to peak performance. Skilled in multitasking and fostering team collaboration, consistently achieving and surpassing service goals.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Service Manager
LPL Financial Services
04.2023 - Current
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Analyzed service reports to identify areas of improvement.
- Enhanced team morale and reduced staff turnover by establishing recognition program that highlighted outstanding employee contributions.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Monitored service staff performance and provided feedback for improvement.
Service Resolution Professional
LPL Financial Services
07.2021 - 04.2023
- Coached employees through day-to-day work and complex problems.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Facilitated team meetings to discuss performance metrics and areas for improvement.
- Led by example, handling complex customer issues personally to ensure high standards of service.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
Financial Service Professional
LPL Financial Services
07.2019 - 07.2021
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Implemented and developed customer service training processes.
Teacher
Florence School District One
07.1999 - 12.2005
- Developed lesson plans to adhere to clear departmental and school policy objectives.
- Implemented differentiated instruction techniques to accommodate diverse learning styles and abilities.
- Observed student appearance and behavior and notified principal, school nurse and proper authorities of any emotional or physical concerns.
- Enhanced students'' problem-solving abilities through hands-on activities and real-world examples.
- Managed classroom behavior effectively by establishing clear expectations and consistently enforcing rules and consequences.
- Provided after-school tutoring sessions for struggling learners, leading to improved performance in the subject area.
- Utilized various assessment tools to measure student progress, informing adjustments to instruction as needed.
- Participated in professional development opportunities to stay current on educational trends and incorporate new ideas into teaching practice.
Education
Bachelor of Science - Mathematics
North Carolina State University
Raleigh, NC05-1999
Bachelor of Science - Mathematics Education
North Carolina State University
Raleigh, NC05-1999
Skills
- Positive attitude
- Multitasking and organization
- Problem-solving
- Reliable and responsible
- Customer service management
- Employee training and development
- Team collaboration and leadership
- New employee hiring
- Service quality management
- Coaching and mentoring
Certification
Series 7 License
Timeline
Service Manager
LPL Financial Services
04.2023 - Current
Service Resolution Professional
LPL Financial Services
07.2021 - 04.2023
Financial Service Professional
LPL Financial Services
07.2019 - 07.2021
Teacher
Florence School District One
07.1999 - 12.2005
Series 7 License
Bachelor of Science - Mathematics
North Carolina State University
Bachelor of Science - Mathematics Education
North Carolina State University
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