DALINI DHANRIAM- MARTINEZ
Orlando
Summary
Results-driven Senior Enhanced Relationship Specialist with a proven record at Charles Schwab & Co. Expertise in escalation management and customer service has led to notable enhancements in client satisfaction. Strong data analysis and conflict resolution skills have consistently improved operational efficiency. Aiming to leverage these competencies to drive strategic initiatives and cultivate enduring client relationships.
Overview
11
11
years of professional experience
Work History
Senior Enhanced Relationship Specialist
Charles Schwab & Co.
10.2021 - Current
- Act as the first point of contact when handling high priority and highly sensitive escalations
- Manage high volume queues; receive and address over 40+ inbound calls daily from advisors and clients
- Resolve complex Investment Advisor and client issues related to advanced concepts such as Tax Reporting, Estate/ Trust Management, Fraud Investigation, and other areas of product knowledge
- Coordinate with internal partners from over 8+ separate departments on a daily basis to ensure timely and accurate delivery of information
Enhanced Relationship Specialist
Charles Schwab & Co.
02.2021 - 11.2021
- Research and respond to advisor and client issues related to Enhanced Topics such as Retirement Services, New Accounts, Advisor Empowerment, and other areas of product knowledge
- Navigate working in both dedicated team models and large network offering models
- Volunteer in the role of employee recruitment and undergraduate talent acquisition
Relationship Specialist
Charles Schwab & Co.
09.2020 - 02.2021
- Proactively consult and educate Investment Advisors and End-Clients through knowledge sharing and experience training
- Assist advisors with transactional requests through a mix of inbound and outbound calls related to money-movement, transaction status, and transfer of accounts
- Handle over 30 calls daily with a 'one call resolution' mentality while demonstrating empathy and problem-solving skills
Event Experience Manager
Gaylord Palms Resort and Convention Center
06.2019 - 06.2020
- Manages the execution of full- house group events
- Serves as meeting planning advocate and liaison to all operational departments
- Partners with Conference Planning team to verify issues are identified and resolved
- Proactively resolves potential meeting or room set conflicts
- Utilized available resource to meet client request or resolve client concerns
- Ensure that room requirement are set and meet client expectations
Event Assistant
Gaylord Palms Resort and Convention Center
11.2015 - 06.2019
- Process all guest request F&B needs
- Run and check daily reports, contingency lists, and credit card authorization reports
- Ensure rates match market codes, document exceptions
- Run and check Daily Quality Index report
- Actualize all group rooms
- Attends meetings to plan, organize, prioritize, coordinate and manage activities and solutions
- Works with other people to gather the information necessary to manage projects, achieve goals, and resolve problems
- Attend Scrub Meeting
Celebrity Services
Gaylord Palms Resort and Convention Center
06.2014 - 11.2015
- Assisted members and guests with the pre-arrival process
- Handled Front Office duties, including check-in/check-out, prepare arrival packets and departure folios
- Reviewed shift logs/daily memo books and document pertinent information in computer system and logbooks
Guest Service Agent
Gaylord Palms Resort and Convention Center
03.2014 - 06.2014
- Processed all guest check-ins & check-outs
- Ran and checked daily reports, contingency lists, and credit card authorization reports
- Processed all payment types, vouchers, paid-outs, charges, and provide change
- Ensured rates match market codes, document exceptions
Education
Masters - Business Entrepreneurship
Nova Southeastern University
Miami Dade, FLSkills
- Proficient in Word, Excel PowerPoint
- Conflict resolution
- Data analysis
- Escalation management
- Tax reporting
- Customer service
- Fraud investigation
- Risk analysis
Accomplishments
- 2023 Founders Award
- 2022 Founders Award
- 2022 Service Excellence Award
- 2021 You Make the Difference Award
Timeline
Senior Enhanced Relationship Specialist
Charles Schwab & Co.
10.2021 - Current
Enhanced Relationship Specialist
Charles Schwab & Co.
02.2021 - 11.2021
Relationship Specialist
Charles Schwab & Co.
09.2020 - 02.2021
Event Experience Manager
Gaylord Palms Resort and Convention Center
06.2019 - 06.2020
Event Assistant
Gaylord Palms Resort and Convention Center
11.2015 - 06.2019
Celebrity Services
Gaylord Palms Resort and Convention Center
06.2014 - 11.2015
Guest Service Agent
Gaylord Palms Resort and Convention Center
03.2014 - 06.2014
Masters - Business Entrepreneurship
Nova Southeastern University
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