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Work Background
Section Manager
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.
Operations Processing Control & Validation Specialist
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.
Senior Operations Professional
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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