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Work Background
Morgan StanleySection Manager
Sep. 2021 - Mar. 2025United States, South JordanAs a Service Manager in the Client Services division, I led a team of associates responsible for delivering high-quality service in a fast-paced call center environment. My role focused on performance management, compliance, scheduling, and cross-functional collaboration to ensure exceptional client support and operational efficiency.
Key Responsibilities:
• Supervised and developed a team of client service associates, fostering growth through coaching, mentoring, and performance feedback.
• Monitored service levels, red flag alerts, and case quality to identify trends and implement process improvements.
• Conducted regular 1:1 meetings, call reviews, and team huddles to reinforce expectations, celebrate wins, and maintain alignment.
• Managed team scheduling, tracked timecards, validated overtime, and ensured compliance with company attendance policies.
• Led service recovery and escalation processes in coordination with quality assurance, HR, and management partners.
• Supported return-to-office efforts by modeling strong presence, accessibility, and accountability in hybrid work settings.
• Promoted digital adoption of internal tools such as AI@MS to streamline workflows and improve user engagement.
• Facilitated team communication through SharePoint, Microsoft Teams, and department-wide meetings.
E*TRADEOperations Processing Control & Validation Specialist
May. 2020 - Apr. 2021United States, SandyProvided critical back-office operational support within E*TRADE, ensuring timely and accurate processing of client account activity. Worked closely with service teams, compliance, and technology partners to maintain efficiency, accuracy, and a seamless client experience during the firm’s integration into Morgan Stanley Wealth Management.
Key Responsibilities:
• Processed and reviewed new account applications, account maintenance requests, and documentation updates with a strong focus on compliance and risk management.
• Supported account transfers, cashiering, and settlement activities in coordination with internal departments.
• Resolved operational discrepancies and escalated system or process issues as needed to reduce delays and improve accuracy.
• Maintained daily workflow logs, tracked key performance metrics, and ensured service-level agreements were consistently met.
• Collaborated with teams across branches to support smooth transitions during system integrations and organizational changes.
• Prioritized workload and adapted quickly in a fast-paced, high-volume environment with strict regulatory guidelines.
Morgan StanleySenior Operations Professional
Mar. 2012 - Nov. 2018United States, South JordanExperienced and detail-oriented operations professional with a proven track record of streamlining processes, leading high-performing teams, and driving organizational efficiency. Skilled in team management, workflow optimization, scheduling, compliance oversight, and cross-functional collaboration. Known for balancing strategic thinking with hands-on execution to deliver consistent results in dynamic, fast-paced environments. Adept at improving service delivery, enhancing internal systems, and supporting leadership through data-informed decision-making.
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