- Leads initiatives to optimize product operations, fostering collaboration within the team.- Conducts training sessions for new team members, ensuring a smooth onboarding process.- Analyzes and interprets data trends, providing leadership insights for strategic decision-making.- Implements and enhances standard operating procedures, guiding team members through changes.- Acts as a mentor, supporting team members in professional development and problem-solving.- Collaborates with cross-functional teams, showcasing leadership in achieving shared goals.- Develops and maintains dashboards and reports in Tableau to track key performance indicators and provide actionable insights to management.- Assists in budget planning and forecasting, and monitors actuals against budget to identify variances.- Designs and implements new processes and procedures to improve efficiency and reduce costs.- Demonstrates strong analytical and problem-solving skills, attention to detail, and the ability to prioritize multiple tasks in a fast-paced environment.- Collaborates with cross-functional teams to ensure successful onboarding of new hires.- Works closely with cross-functional teams to support project planning, execution, and implementation of new initiatives.- Maintains documentation of operational procedures and policies to ensure compliance and consistency, and continuously improves them based on customer feedback and business needs.- Utilizes project management methodologies to plan, execute, and monitor progress of projects related to business operations and customer success, and identifies and mitigates risks and issues.

• Provided exceptional customer support while leading by example in professionalism and efficiency. • Played a key role in the training and onboarding of new customer experience representatives. • Executed trades and transactions, ensuring compliance with regulatory standards. • Educated and mentored team members on financial products, market trends, and customer service best practices. • Monitored and analyzed customer accounts, providing guidance to enhance team performance. • Collaborated with internal teams to escalate and resolve complex customer issues. • Utilized Salesforce dashboards and Looker reports to find coaching opportunities for team members and improve interactions with customers. • Mentored new hires and provided best practices and feedback to improve efficiency and quality. • Helped implement new macros to improve team resolution rate by 20% over a two-month period. • Analyzed customer feedback and usage metrics to identify trends and insights, and made data-driven recommendations for product and service improvements. • Built and maintained relationships with customers, and proactively identified opportunities to improve the customer experience.

• Took a leadership role in client relationship management, ensuring a high level of satisfaction. • Led the onboarding process for new client services specialists, facilitating their integration into the team. • Managed client relationships, addressing queries and providing guidance on financial matters. • Coordinated account maintenance and financial transactions while guiding team members through processes. • Provided support in the development and implementation of client service strategies. • Conducted regular client meetings, demonstrating leadership in financial advisory discussions. • Assisted clients with opening new accounts, transferring accounts, and complex situations with their custodian. • Generated new business processes to improve efficiency and keep up with the always-changing financial industry regulations. • Created the firm’s employee manual for new members of the client services team for onboarding and training. • Communicated with clients to help them understand complex financial situations pertaining to personal finances. • Served as the main point of contact for clients and provided exceptional customer service by promptly responding to inquiries, resolving issues, and advocating for client needs.

• Fostered client relationships while serving as a leader within the relationship specialist team. • Assisted in training and onboarding new team members, ensuring a comprehensive understanding of responsibilities. • Collaborated with internal teams to resolve complex client issues and inquiries. • Conducted regular financial check-ins with clients, showcasing leadership in portfolio discussions. • Educated clients on investment strategies, market trends, and risk management. • Executed account maintenance tasks, leading by example in accuracy and efficiency. • Provided exceptional service to advisors through building relationships, answering daily questions with accurate information, and walking them through resources to assist in their daily needs. • Collaborated with team members and internal partners to assist in solving complex solutions to increase retention and bring more assets into Schwab. • Mentored new members on the service team through teaching best practices and clarifying concepts that will increase their ability to grow independently and become valuable assets to Schwab. • Facilitated learning for new Schwab service employees by teaching learning sessions focused on topics in the training manual and ghosting sessions for inbound and outbound calls. • Adapted to business needs by being flexible with schedule, working additional hours when needed to complete high-priority issues, and volunteering to assist in a moment’s notice when others’ schedules change.

• Provided leadership in academic counseling, guiding students toward successful program completion. • Conducted workshops and seminars while taking a lead role in organizing and facilitating events. • Mentored new academic counselors, supporting their onboarding and professional growth. • Maintained accurate student records and facilitated enrollment processes with attention to detail. • Collaborated with faculty and staff to address student concerns and enhance the learning experience. • Played a key role in university events and orientations, showcasing leadership in welcoming new students. • Facilitated communication with students, multiple departments, and faculty members regarding academic advisement for degree programs and university policies. • Demonstrated a high level of operational and organizational skills to successfully manage 450+ student files. • Mentored newly hired academic counselors during their first six months of employment. • Participated in focus groups and helped develop student communication approaches and techniques that were implemented university-wide. • Built and maintained strong relationships with students to understand their needs, goals, and challenges.

- Demonstrated in-depth knowledge of Apple products, services, and technologies to provide expert advice and recommendations to customers.- Created a welcoming and engaging customer experience by actively listening to customer needs and tailoring solutions to meet their requirements.- Effectively communicated product features, benefits, and technical information, ensuring customers made informed purchasing decisions.- Provided comprehensive product training to customers, ensuring they had a thorough understanding of Apple products and empowering them to make the most of their purchases.- Utilized strong interpersonal and communication skills to build rapport with customers, fostering long-term relationships and brand loyalty.- Executed effective sales strategies, including upselling and cross-selling, to maximize revenue and meet sales targets.- Collaborated with team members to ensure a seamless and positive customer journey, from initial inquiry to post-purchase support.- Stayed up-to-date with Apple's latest products, services, and promotions, continuously enhancing product knowledge to deliver exceptional customer service.