Nicholas Gossett

Experience

• 

  Duke Energy Corporation

  Jul 2010 - Jun 2014

  Customer Service Agent

  - Customer Service Agent / Business Services Team- Responded to Spanish and English calls- Answered complex payment and account questions per Federal guidelines for communicating financial records- Accepted payments, verified credit, calculated deposits, and managed account information- Interpreted for Spanish-speaking customers and field technicians- Resolved escalated calls- Trained a team of 6 new hires, transitioned them into new roles- Presented monthly on results of customer satisfaction survey Show less

• 

  Vanguard

  Jun 2014 - Feb 2018

  -Designed, led, and completed projects on time with strategic global impact, including:-Led a diverse project team to develop a new regulatory report for a strategic prospective client. Client awarded us new business as a result of the quality of the report.-Developed a dashboard to analyze data and metrics in order to measure team performance.-Led effort to catalogue and update team procedures and policies.-Maintained relationships with international institutional clients in Mexico, Chile, Peru, Colombia, and the Caribbean.-Facilitated large financial transactions by liaising between clients and transfer agents to ensure mutual fund trade instructions were in good order.-Ensured critical client regulatory reporting needs were sent on time and according to clients’ specifications.-Communicated with clients and internal business partners to ensure compliance with AML/KYC regulations.-Ensured accurate internal account reporting through monthly calculations of Exchange Traded Funds and other non-transparent assets. Show less - Assisted Spanish and English-speaking clients with personal investment and retirement related questions.- Spanish Team Coordinator for Retail Services in Pennsylvania. - Identified new talent for the Spanish Team. - Created and conducted Spanish language trainings.- Researched and coordinated implementation of employee-suggested improvements to work processes.- Uncovered client needs and found solutions to complicated problems.- Assisted with training of new hires through side-by-side and group coaching. Show less

  • Client Services Associate

    Oct 2016 - Feb 2018

  • Client Relations Associate

    Jun 2014 - Oct 2016
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  Hotelbeds

  Feb 2019 - Mar 2020

  Project Manager

  -Manages timeline and scope of multiple projects designed to support Sourcing teams achieve success.-Drives successful end-to-end project delivery while collaborating closely with cross-departmental partners, especially in Front-line teams and IT.-Supports team performance management through customized project reporting to leadership teams in Europe, Americas, Middle East, and Asia/Pacific regions.-Produces data driven analysis and presentations to identify potential issues, support decision making, and drive solutions-Builds strong interdepartmental project teams, leads meetings and guides discussions to foster agile and creative problem solving. Show less

• 

  Way Forth Collective

  May 2020 - Nov 2024

  Project Manager

  Ensures successful project delivery as consultant and project manager.Plans and manages all phases of client projects.Maintains proactive and regular cadence of communication with customers across multiple time zones.

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  TransUnion

  Jun 2023 - now

  Customer Engagement Consultant