Professional Summary
Professional Overview
Laura deLannoy is a seasoned financial services professional with over 25 years of industry experience. As the Team Leader of the Service Support Group at Fidelity Investments, she leverages her deep expertise in retirement services and client management to drive exceptional customer experiences.
Experience Summary
Current Role
As the Team Leader of the Service Support Group at Fidelity Investments, Laura is responsible for overseeing a team of client service representatives who provide support and guidance to retirement plan participants. In this role, she has implemented process improvements that have led to a 15% increase in customer satisfaction scores. Laura's strong leadership and commitment to excellence have made her a valued asset to the organization.
Career Progression
Laura's career at Fidelity Investments has spanned over two decades, during which she has held various positions of increasing responsibility. Prior to her current role, she served as a Retirement Manager, where she developed and executed strategic initiatives that resulted in a 20% increase in asset retention. Earlier in her career, Laura held roles as a Service Manager and Senior Retirement Representative, where she honed her skills in client service, team management, and problem-solving.
Academic Background
Laura holds a Master of Business Administration (MBA) in Accounting and Business/Management from the University of Phoenix, as well as a Bachelor of Arts (BA) in English Language and Literature from the University of Utah. Additionally, she has completed an Executive Certificate in Diversity, Equity, and Inclusion from Cornell University, further strengthening her ability to foster inclusive and equitable work environments.
Areas of Expertise
- Retirement services and investment management
- Client relationship management and customer service
- Team leadership and performance optimization
- Process improvement and operational efficiency
- Regulatory compliance and risk management
Professional Impact
Throughout her career, Laura has demonstrated a commitment to excellence and a passion for delivering exceptional results. She has played a key role in driving innovative initiatives that have enhanced the customer experience and contributed to the overall success of the organization. Laura's deep industry knowledge, strong leadership skills, and unwavering dedication have made her a valuable asset to Fidelity Investments.
Conclusion
With her extensive experience, impressive academic background, and proven track record of success, Laura deLannoy is well-positioned to continue making a significant impact in the financial services industry. As she focuses on her current role as the Team Leader of the Service Support Group, she remains committed to driving operational excellence, fostering a positive work culture, and delivering exceptional value to Fidelity's clients.
