Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

CANDICE O'HARA

Apopka,FL

Summary

Accomplished Operations Manager offering over 10 years of experience in customer service, quality assurance, leadership, team building and project management. Highly skilled in streamlining operations and improving performance through continuous process improvement and cross-functional collaboration. Proven track record of building high-performing teams and inspiring staff to achieve personal and professional goals.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Customer Experience Manager

Robinhood
03.2021 - Current
  • Lead and manage customer-facing team of 15+ employees in a dynamic FinTech environment.
  • Known for cultivating a positive work culture resulting in high employee satisfaction rates
  • Reduced response time to customer inquiries by identifying procedural gaps and optimizing support processes.
  • Streamlined project processes by implementing methodologies, resulting in increased efficiency and successful outcomes.
  • Conducted regular performance reviews with team members, fostering professional growth and development.
  • Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
  • Led the creation of knowledge based articles and FAQs that addressed common challenges faced by employees, enabling them to quickly find answers independently when needed.
  • Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
  • Established effective communication among team members for enhanced collaboration and successful project completion.

Operations Manager

Charles Schwab & Co.
11.2009 - 03.2021
  • Direct day-to-day operations for team handling new account openings for financial advisors, advised clients and retail clients while focusing on attainment of key business metrics & continuous improvement initiatives
  • Establish positive and effective communication among unit staff and organization leadership, reducing misunderstandings and enhancing collaboration
  • Collaborate with IT and business teams to develop and enhance architecture in order to better evaluate business and team KPIs
  • Assess team strengths and opportunities to develop targeted improvements and implement changes resulting in high team performance
  • Maximize productivity and management systems by establishing specific department goals and managing operations
  • Create & spearhead department training and framework format for increased retention of skillsets and cohesive training execution
  • Review workflow reports to understand current numbers and trends in areas such as staffing, efficiency and quality while managing and allocated staff and material resources to meet production goals
  • Coordinate visits and provided presentations to VIPs setting relationship expectations and improving operational knowledge for stakeholders.

Operations Team Lead

Charles Schwab & Co.
04.2014 - 04.2018
  • Assisted with managing operational service calls representing specialization in Cost Basis, Tax Reporting, Corporate Actions, Securities Operations, Performance Reporting, Statement and Confirms
  • Served as point of contact for researching & resolving complex client escalations for both external and internal clients, including Client Advocacy Team, Partner Support and managers within the organization
  • Built & facilitated training content and mentored various teams and leaders in brokerage IRS tax reporting guidelines, corporate actions, dividend distributions and hotline operations
  • Supported leadership with daily operational functions including staffing & KPI reporting
  • Worked directly with various organizational leaders to enhance client experience across all departments by educational webcasts and ongoing cross-site communications
  • Established strong working relationships with business partners (including Cost Basis Operations, Tax Reporting, Corporate Actions, Reporting Client and AS Client Reporting) via cross-site and effective communications
  • Resolved issues by assessing risk and working closely with management and business partners to determine resolutions that meet both client and business needs
  • Implemented strategies and coaching/development plans to enhance team quality and promote growth.

Operations Associate & Specialist

Charles Schwab & Co.
11.2009 - 04.2014
  • Subject matter expert and escalation support to external and internal business partners, which included Corporate Actions, Securities Operations, Performance Reporting, Tax, Cost Basis, Statement and Confirms.

Education

Valencia College
Orlando, FL

Skills

  • 10 years finance background
  • Influential client focused leader
  • Risk analysis and management skills
  • Effective onboarding & training experience
  • Team Building/Training Processes
  • Strong Interpersonal Skills
  • Effective team Leadership
  • Excellent work Ethic
  • Cross-Functional Collaboration

Certification

FINRA Series 7

FINRA Series 9/10

Timeline

Customer Experience Manager

Robinhood
03.2021 - Current

Operations Team Lead

Charles Schwab & Co.
04.2014 - 04.2018

Operations Manager

Charles Schwab & Co.
11.2009 - 03.2021

Operations Associate & Specialist

Charles Schwab & Co.
11.2009 - 04.2014

Valencia College

Similar Profiles

CREATE PROFILE
CANDICE O'HARA