Nikita Harrell Oxner

Experience

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  CSFBDirect

  Aug 2000 - May 2001

  Investment Services Representative

  Responded to customer inquiries in regards to brokerage accountsResolved customer concerns by providing consultative services and demonstrating strong problem solving skills Cross sold additional products and assisted in generating new businessProvided market quotes and general market informationProvided customer assistance on Option and Restricted Margin accounts

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  State Employees Credit Union

  May 2001 - Jun 2002

  IRA Specialist

  Informed members of various tax laws related to retirement accountsProvided information to members on benefits of IRAs Processed Transfers and IRA Withdrawal Request

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  First Citizens Investor Services

  Jun 2002 - Nov 2005

  Registered Sales Assistant

  Provided support to Senior Financial Consultant by assisting with the implementation ofinvestment programs for FCIS clientsReceived and placed trade orders with clearing firmIdentified new business prospects by developing rapport with clientsDaily problem solving and processing of client paperworkPerformed special projects as requested

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  MetLife Resources

  Nov 2005 - Oct 2006

  Financial Services Representative

  Performed prospecting activities to build client baseConducted presentations to acquire new clientsProvided needs analysis to determine clients' financial and insurance needs.Established relationships with customers in order to sell MetLife products Serviced customer needs and policies effectively

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  Fidelity Investments

  Oct 2006 - Sept 2010

  Holds Series 7, 63, and 26 licensesTrain and Coach a team of CSR's to service participant needs and meet performancegoalsIncrease customer satisfaction through First Call Resolution Drive Operational Results Elevated team's performance results to meet required goals within 3.5 monthsAssist in managing the Retirement Plan Recordkeeping business effectively by utilizingtechnical skills and submitting ideas to improve processes and procedures Assist CSR's with customer questions and escalated itemsAnalyze and resolve customer issues that require additional research and/or adjustmentsProblem solve for clients and customersUpdate retirement plan information and resources when necessar Assisted in managing the performance and development of representativesReviewed calls and coached individual reps to drive desired performance resultsMotivated others through team building activities/contestsResolved service and escalated customer issues Provided guidance and education to successfully service customer needs Maintained company standards of customer confidentialityAssisted fellow associates with customer questionsReported daily CSI Survey reports to team

  • Service Delivery Manager

    Apr 2008 - Sept 2010

  • Solutions Lead

    Oct 2007 - Mar 2008

  • Senior Representative

    Mar 2007 - Oct 2007

  • Customer Service Representative I

    Oct 2006 - Mar 2007
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  University of Phoenix

  Oct 2009 - Feb 2014

  Online Facilitator

  Facilitate Personal Finance and Critical Thinking CoursesTeaches students how to create and manage a pesonal budget, how to wisely use credit cards and consumer loans, and the use of insurance for protecting one’s family and property through textbook teachings and the sharing of knowledge and experiences in weekly online discussions

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  Pepsi Bottling Ventures

  Feb 2010 - now

  • Improves operating efficiencies within the division/region to deliver Annual Operating Plan.• Analyzes Division/Region P&L results. • Develops and updates weekly, period, and quarterly standard sales presentations and reports for the DVP.• Manages regional and national initiatives for the division and addresses opportunity areas on various scorecards; develops recommendations for improvement.• Develops and presents QBP review decks to HQ• Manages the Division Reset Lead• Other duties as assigned. Show less Responsible for establishing repository of standard operating procedures Hire and Train teams of Sales Associates for startup contact centerDefine and analyze phone statistical measurements for agent efficiency Organize and deliver key business course concepts for optimal memory retention and implementation in a real world setting. Responsible for implementing workforce management tools to drive efficienciesCoaching associates to optimal performance through driving actions that ensure success and providing consistent feedback. Office Management responsibilities including staff payroll and monthly reconciliation of departmental corporate cardDeveloping sales strategiesQuality Monitoring and Scorecard development/ Customer Relations Specialist Show less

  • Key Account Manager, Dollar Channel

    Aug 2023 - now

  • Division Business Manager

    Nov 2020 - Oct 2023

  • Customer Care Center Manager

    Apr 2015 - Nov 2020

  • Supervisor

    Feb 2010 - Apr 2015