Trent Leslie, MBA, CSSGB

Experience

• 

  Vanguard

  Oct 2010 - Jul 2021

  Expand expertise in LEAN Leadership methodologies and apply knowledge to enterprise-wide enhancement for organization with 5K+ employees. Provide ongoing targeted coaching, mentoring, and training to key stakeholders at all levels including individualized development plans for executive leaders. Project-manage continuous improvement initiatives, facilitating 12-week cycles focused on augmenting client value. Partner with business leaders to design and implement KPIs, providing insightful reports and game-changing recommendations based on results. Show less Led multi-site Customer Service division with five direct reports accountable for developing 60 team members to ensure achievement of business outcomes and prepare individuals to assume additional leadership responsibilities. Ensured Registered Representatives maintained strict compliance with applicable laws and regulations as well as organizational best practices. Leveraged analytics and in-depth call studies to target improvement areas across multiple business lines, accelerating performance by introducing and driving adoption of updated policies that produced superior outcomes. Championed lifelong-learning culture by sponsoring department-wide career development program. Show less Entrusted to resolve high-risk client interactions with great success turning around escalating scenarios. Guided and motivated teams of up to 11 employees, attracting new talent through engagement program. Advanced operational outcomes through process improvements and diligent monitoring of success metrics.Key Accomplishments:• Championed and lead the change efforts over multiple years for our corporate giving program, the successful implementation of these efforts resulted in achieving over ~3 million in corporate giving with a growth rate of 9% year over year. • Led Sales team to deliver $30M in new assets by promoting world-class client experiences through coaching and prioritizing strategic activities.• Managed a book of business of small business retirement plan clients that saw an increase in retention by 5% due to the implementation of targeted CRM coaching and enhancement of our delivery model.• Reduced cycle time by three days for more than 5K client transactions each month by collaborating with cross-functional teams to introduce process improvements. Show less Fielded client inquiries, maintaining current knowledge of competitive landscape and internal products and services to provide expert advice and guidance aligned. Listened attentively to assess needs and provided value-added solutions aligned with client goals, risk tolerances, and internal directives. Facilitated onboarding exams for new employees. Key Accomplishments:• Transformed complaints into opportunities to demonstrate commitment to customer success, restoring client trust by meeting or exceeding expectations. Show less

  • Lean Expert

    Dec 2018 - Jul 2021

  • Line Manager

    May 2017 - Dec 2018

  • Supervisor

    Dec 2013 - May 2017

  • Client Relationship Associate

    Oct 2010 - Dec 2013
• 

  Fidelity Investments

  Jul 2021 - now

  I lead a team of highly engaged industry professionals that are focused on creating exceptional client experiences. My day consists of ensuring that those around me have robust and well-planned development plans and achieve their personal goals and our deliver for our clients.

  • Director, Distribution Service Model Design & Transformation

    Oct 2023 - now

  • Team Leader, Client Services - Seattle, WA

    Jul 2021 - Nov 2023