Chelsea Moulden
Baltimore,MD
Summary
Accomplished Branch Service Manager with a proven track record at RBC Wealth Management, enhancing customer satisfaction and streamlining operations. Expert in operations management and exceptional at fostering teamwork, significantly improved service delivery by implementing strategic changes. Skilled in problem-solving and effective communication, consistently exceed targets through meticulous planning and organizational skills. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
9
9
years of professional experience
Work History
Branch Service Manager/Client Associate
RBC Wealth Management
02.2023 - Current
- Delivered quality service with remarkable efficiency by skillfully overseeing daily branch operations.
- Handled customers' complaints and questions with utmost professionalism to restore satisfaction and maintain loyalty to branch.
- Improved customer satisfaction by addressing and resolving service-related issues promptly and professionally.
- Managed branch vault and cash supply to keep appropriate level of currency on hand.
- Processed customers' deposits, transfers and cash withdrawals.
- Protected branch assets through security monitoring and effective assessment techniques at each customer contact point.
- Oversaw daily branch preparations to consistently open on-time and maintain readiness to serve customers' needs.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Managed approximately 20 incoming calls and emails per day.
Legal and Compliance Analyst
Morgan Stanley
06.2017 - 12.2022
- Collaborated with cross-functional teams for the successful implementation of new compliance initiatives.
- Monitored adherence to industry regulations, ensuring timely reporting of any discrepancies or violations.
- Prepared documentation and records for upcoming audits and inspections.
- Served as a subject matter expert on compliance matters, providing guidance and support to colleagues across various departments.
- Helped create training programs to handle system-wide issues and maintain compliance.
- Stayed current with latest changes to applicable regulatory standards and company procedures.
- Handled clerical duties and provided first-level response to phone calls and correspondence.
- Used Microsoft Office to track evidence and case-related documents.
- Identified gaps in existing compliance processes and recommended updates.
- Managed over 1,500 emails per month, internally and externally
Receptionist
R.R. Donnelley Logistics Services
05.2017 - 05.2019
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Managed over 50 calls/emails a day, internally and externally
Second Lead Assistant Manager
Harry and David
07.2015 - 05.2017
- Built strong relationships with customers through positive attitude and attentive response.
- Mentored and guided employees to foster proper completion of assigned duties.
- Enhanced team productivity by implementing efficient work processes and streamlining operations.
- Facilitated training for associates through daily coaching and regular performance appraisals.
- Assisted with new hire processing and existing training programs.
- Maintained company's visual merchandise standards through general housekeeping and planograms.
- Trained team members in successful strategies to meet operational and sales targets.
- Addressed customer complaints professionally and efficiently, resulting in satisfied customers who continued to patronize the store.
- Maintained a clean and organized storefront at all times by enforcing strict housekeeping standards across the entire team.
- Managed inventory effectively to minimize stock shortages and ensure optimal levels of merchandise for maximum sales.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Managed over 30 customers a day
- Managed between 10-15 employees during peak season
Education
Master of Science - Marketing
University of Maryland Global Campus
Adelphi, MD12.2018
Bachelor of Science - Marketing
University of Baltimore
Baltimore07.2015
Associate of Arts - Business Administration
Community College of Baltimore County
Catonsville, MD12.2012
Skills
- Operations Management
- Willing to Learn
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Time Management
- Attention to Detail
- Problem-solving abilities
- Reliability
- Organizational Skills
- Effective Communication
- Prioritizing and Planning
Timeline
Branch Service Manager/Client Associate
RBC Wealth Management
02.2023 - Current
Legal and Compliance Analyst
Morgan Stanley
06.2017 - 12.2022
Receptionist
R.R. Donnelley Logistics Services
05.2017 - 05.2019
Second Lead Assistant Manager
Harry and David
07.2015 - 05.2017
Master of Science - Marketing
University of Maryland Global Campus
Bachelor of Science - Marketing
University of Baltimore
Associate of Arts - Business Administration
Community College of Baltimore County
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