Richard Miranda
Foxboro
Summary
Test
Overview
12
12
years of professional experience
1
1
Certification
Work History
SQUAD LEAD – Acquisition & Loyalty Product Area
Fidelity Investments
09.2019 - 05.2023
- Currently serving as interim Squad Lead overseeing the Referrals capability and experience
- Maintain relationships with squad, partners, and stakeholders to drive Referrals work forward during uncertain times with no dedicated Squad Lead
- Facilitate quarterly planning by breaking down and prioritizing work and setting objectives to ensure we drive the right KPIs
- Developed the current overall Referrals strategy and roadmap partnering with CSSM, CSB, and Technology
- Implemented a learning agenda-based approach to building the Referrals roadmap to become more customer focused, using data to inform what work we prioritize and how we execute on that work
- Led the team to implement a share-a-link capability for Referrals making it easier for customers to share Fidelity with friends and family which resulted in an 80% increase in AO completes as compared to the previous experience
- Led large modernization effort to build a cloud-based solution to track and fulfill offers allowing in market offers and future offers to be moved off the mainframe over time
- Managed the offers exception inbox by assisting our reps in the field with having successful conversations when an offer is on the table
- Played a key role in the initial launch of “Friends with Ben” cash offer by crafting content for distribution and the VA allowing reps and customers to self-serve.
BROKERAGE CHAPTER MEMBER – Acquisition and Loyalty Product Area
Fidelity Investments
Client Service Manager/Implementation Manager
Fidelity Investments
01.2013 - 09.2019
- Service lead for all DBS strategic clients, managing complex service/technology issues and escalations
- Proactively monitor any product issues, anticipate issues, and take action to ensure any future enhancements are complete on time and in accordance with client requirements
- Organized and hosted webinars using WebEx to engage clients and drive usage of the DBS portal
- Created and maintained the DBS portal user guide to aid in client training
- Managed relationship between DBS product team and operations teams
- Implemented, deployed, and maintained DBS relationships that will lead to additional new households
- Work with legal and contracts groups to resolve inquiries from prospective clients on the DBS services agreement
- Setup third party vendor data transmissions on behalf of DBS clients.
Designated Brokerage Services(DBS) Deployment Specialist
Leapfrog Systems – Fidelity Investments
08.2011 - 01.2013
- Leapfrog Systems provides IT Consultants to fulfill the needs of their clients throughout the financial service and healthcare industries
- Work closely with the DBS implementation manager to rollout of Fidelity's Designated Brokerage Services web portal to new and existing clients
- Provide client feedback and input on the tactics and strategy to improve service quality and efficiency
- Assist product development with the rollout of product enhancements and services, and implement process changes to meet critical business unit initiatives.
Education
Master of Business Administration -
Bryant University
08.2020
Bachelor of Science Degree in Marketing -
Salve Regina University
05.2010
Skills
- Stakeholder Management
- Continuous Improvement
- Teamwork and Collaboration
- Adaptability
Certification
- Series 7: General Securities Representative Exam
- Certified Scrum Product Owner (CSPO)
Timeline
SQUAD LEAD – Acquisition & Loyalty Product Area
Fidelity Investments
09.2019 - 05.2023
Client Service Manager/Implementation Manager
Fidelity Investments
01.2013 - 09.2019
Designated Brokerage Services(DBS) Deployment Specialist
Leapfrog Systems – Fidelity Investments
08.2011 - 01.2013
BROKERAGE CHAPTER MEMBER – Acquisition and Loyalty Product Area
Fidelity Investments
Master of Business Administration -
Bryant University
Bachelor of Science Degree in Marketing -
Salve Regina University
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