• Identify unmet business needs and works collaboratively across 3 departments to investigate growth opportunities.• Lead the development of the operations career path curriculum and implement a systematic assessment method for team performance, aimed at evaluating and onboarding new team members effectively.• Develop 30 Standard Operating Procedure (SOP) guidelines, over 15 workflow demonstration videos, and 2 interactive training quizzes to enhance team knowledge and address skill gaps.• Continue driving a multi-pronged digital adoption strategy, leading initiatives such as the adoption of scheduling software, reducing client booking time by 63.64% (from 11 days to 4 days), introducing AdobeSign for internal document management, and spearheading the development of the company’s mobile app to further enhance client engagement.

• Introduce the client-facing marketing material production process by implementing a centralized content management system and collaborative workspace; increased team efficiency by 25% and reduced production time by 30%.• Manage over 125 client records within Tamarac CRM, Tamarac Reporting, and Microsoft Sharepoint ensuring compliance with data protection regulations and conducting regular audits to identify and rectify data discrepancies.• Act as point of contact for platform support, documentation, and the coordination of the client agreement - including finalization & execution for over 100+ assigned clients and prospects, aligned with the senior wealth advisors.•Implemented onboarding for new clients, driving 74.6% digital adoption rate, with across Tamarac, Schwab, TIAA, and my529 platforms.

In this role, I helped establish a foundation for the FutureAdvisor Client Operations Team. The Guided Wealth Portfolios Platform is an ETF robo-advisor and my day-to day duties dealt in various aspects of the client on-boarding, partner on-boarding, and on-going maintenance stages. Additionally, as the role matured, I was expected to contribute to the creation of standard operating procedures.Highlights of the Day-to-Day Duties:• Delivered advanced technical support to advisors and clients on the FutureAdvisor platform; improved the platform's functionality by identifying and reporting 30+ bugs.• Beta tested user acceptance for client support standard operating procedures of routine functionality requirements; gathered and assessed the client’s needs, with an expertise in deciphering vague recommendations. • Prepared and sent 15-20 DocuSign envelopes daily to clients to facilitate onboarding and account maintenance including: account opening, asset transfer, and complaint intake.

• Reviewed and evaluated disputes and complaints to determine classification and subsequent triage. • Promptly collected disputes and complaint details and entered it into global database for tracking and auditing, in compliance with SEC regulations.• Collected, evaluated, and entered customer complaint details and feedback into the centralized database for tracking and auditing purposes in compliance with SEC regulations; maintained accuracy while processing 30+ entries per day.

• Responded to 60-80 telephone inquiries and requests; resolving 92% at point of call to mitigate risk and escalation management.• Operated CRM system (Oracle) in order to accurately process in queue-based service requests, including but not limited to: account transaction research, funds transfers, account profile updates, and online enrollment.• Leveraged and communicated across over 7 departments to ensure completion of service requests; acted as point of contact for advisors and end-client.

- Secures client validation in order to proactively guard against fraudulent activity and identity thief.- Operates various banking programs in order to ensure accurate account information, including but not limited to assistance in evaluation of account activity, current balances, and interest rates negotiations. - Supports Company Value statement and mission through the provision of professional and proactive service in response to Wealth Management clients’ demands. - Provides prompt attention to client concerns to mitigate risk and escalation management.