Summary
Overview
Work History
Education
Skills
Licenses & Awards
Timeline
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Anna Shelton

Waco

Summary

Dynamic professional with extensive experience at Charles Schwab, excelling in team collaboration and relationship building. Proven track record in enhancing customer satisfaction through proactive problem-solving and effective communication. Recognized for coaching peers and sharing knowledge, fostering a culture of continuous improvement while maintaining strong efficiency.

Overview

16
16
years of professional experience

Work History

Sr. Specialist, MAAO

Charles Schwab
11.2022 - Current
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Followed all company policies and procedures to deliver quality work.
  • Subject Matter Expert in multiple roles.
  • Collaborated with peers and management in creating the MAAO Fundamentals Presentation / Recording.
  • Highly engaged and consistent in team chats and channels.
  • Contributed actively in internal meetings, sharing best practices and knowledge with peers to foster a culture of continuous improvement.

Specialist, High Net Worth Rep, CS&S

Charles Schwab
01.2020 - 11.2022
  • Assisted training sessions for new employees on best practices and company protocols.
  • Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
  • Enhanced customer satisfaction with timely and accurate issue resolution.
  • Educated clients on complex financial products, fostering informed decision-making regarding investments and savings strategies.
  • Navigated challenging market conditions skillfully; provided insightful guidance to clients during periods of market volatility.
  • Helped clients make informed decisions about financial future.
  • Educated clients on financial topics and best practices.

Assistant Branch Manager/Loan Processor

My Credit Union
10.2018 - 01.2020
  • Supervised daily branch operations, ensuring compliance with policies and regulations.
  • Mentored junior staff on best practices in member relations.
  • Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
  • Trained and developed new team members in alignment with branch service standards and objectives.
  • Assisted in creating a welcoming branch atmosphere by maintaining cleanliness, organization, and visually appealing displays of promotional materials.
  • Reviewed credit applications for risk factors and credit worthiness.
  • Maintained friendly and professional customer interactions.
  • Complied with regulatory guidelines and requirements.

Member Services Representative

Brazos Valley School Credit Union
11.2014 - 10.2018
  • Facilitated member inquiries, resolving issues efficiently to enhance customer satisfaction.
  • Developed and maintained strong relationships with members through effective communication and support.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Monitored cash drawers in multiple teller stations and maintained adequate cash supply.
  • Cross-trained and backed up other customer service representatives.
  • Trained new team members on operational procedures and best practices to ensure consistency in service.
  • Collaborated with cross-functional teams to address member needs and optimize experiences across departments.
  • Resolved escalated member issues professionally, demonstrating empathy and understanding while maintaining company guidelines.
  • Served as primary point of contact for members seeking information about products or services offered by the organization.

Financial Services Representative

Germania Credit Union
06.2009 - 11.2014
  • Enhanced customer relationships with personalized service and addressing individual concerns promptly.
  • Collaborated with team members to achieve client satisfaction and improve overall branch performance.
  • Maintained updated records of all financial transactions to support traceability.
  • Opened new accounts for clients
  • Maintained accuracy when handling cash transactions.
  • Developed and maintained strong client relationships.

Education

No Degree -

Blinn College
Brenham

Skills

  • Team collaboration
  • Coaching and mentoring
  • Knowledge sharing
  • Relationship building
  • Team building
  • Excellent communication
  • Reliability
  • Adaptability

Licenses & Awards

Series 7 & 63 licenses

Q2 2024 TOPS+ nominee 

Q3 2024 TOPS+ winner




Timeline

Sr. Specialist, MAAO

Charles Schwab
11.2022 - Current

Specialist, High Net Worth Rep, CS&S

Charles Schwab
01.2020 - 11.2022

Assistant Branch Manager/Loan Processor

My Credit Union
10.2018 - 01.2020

Member Services Representative

Brazos Valley School Credit Union
11.2014 - 10.2018

Financial Services Representative

Germania Credit Union
06.2009 - 11.2014

No Degree -

Blinn College

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