DARLING MELGAR
Providence
Summary
Established a strong foundation in operations, emphasizing accuracy, process improvement, and cross-functional collaboration as keys to success. Expertise as a transaction processor includes managing a high volume of account-related transactions—new account setups and maintenance requests—requiring precision and a commitment to strict timelines and quality standards. Experienced in training and onboarding new hires alongside facilitators, utilizing subject matter expertise to navigate complex workflows effectively. Previous roles in fast-paced customer service environments have further honed communication skills, accountability, and attention to detail, enhancing analytical thinking and the ability to identify and resolve discrepancies while maintaining a focus on accuracy and efficiency.
Overview
11
11
years of professional experience
Work History
Senior Brokerage Service Representative
Fidelity Investments
Smithfield, RI
07.2018 - Current
- Collaborate with facilitators to train over 10 new hires, leveraging subject matter expertise to address questions on specific processes and procedures
- Accurately process 20–35 new account requests and 30–45 maintenance requests daily for both retirement and non-retirement Fidelity accounts
- Ensure timely and precise execution of transactions, including account creation, updates, bank wires, electronic fund transfers, and account journaling
- Maintain high-quality standards and meet processing time goals while collaborating within a fast-paced, team-oriented environment
- Support team members by resolving complex processing questions related to new accounts and account maintenance
- Draft clear “Not in Good Order” (NIGO) messages with actionable solutions to address discrepancies, enhancing quality control and client satisfaction
Server/Waitress
LA Arepa Restaurant
Pawtucket, RI
03.2015 - 06.2019
- Managed and reconciled cash register with 100% accuracy, processing over $2,000 in daily sales
- Operated POS (Point of Sale) system to efficiently handle customer orders, process payments, and manage cash transactions
- Trained new servers in customer service best practices and conflict resolution, fostering a high-performing team environment
- Coordinated order flow among 2–4 kitchen staff to improve delivery efficiency, reducing average customer wait time by three minutes and increasing satisfaction
- Responded to customer inquiries via phone and in person, resolving issues promptly to ensure high levels of customer satisfaction and meet expectations
Client Experienced Instructional Design Intern
Fidelity Investments
Smithfield, RI
01.2018 - 07.2018
- Collaborated with product owners, developers, and subject matter experts to update 30+ Online Reference (OLR) materials monthly, ensuring content accuracy and relevance
- Coordinated and schedule monthly instructor-led training sessions; managed trainer availability and calendar updates within the Learning Hub (SumTotal/client-facing LMS)
- Lead migration of learning source files from legacy shared drive to a structured team drive; established and maintained file naming conventions and folder management
- Standardized and codified training surveys to align with course objectives, enhancing the validity and accuracy of learning analytics
Personal Assistance and Support Worker
Perspectives Corporation
North Kingstown, RI
09.2016 - 08.2017
- Assisted patients by providing guidance, redirection, and opportunities for social interaction in both home and community settings; offered hands-on support as needed
- Developed individualized patient goals to promote skill-building and increase independence in daily tasks
Education
High School Diploma - Business Operations
Year Up
07.2018
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Providence Career & Tech Highschool
06.2014
Skills
- Bilingual communication skills
- Software: Microsoft Office, OneNote, SharePoint, LMS (SumTotal) administration, data entry & validation
- Soft Skills: -Interpersonal communication -Problem-solving -Time management -Organization -Creativity -Detail oriented
- Hard Skills: -Computer literacy -Data Analysis -Research -Customer Service
Languages
English
STRENGTHS
- -Efficient and reliable
- -Able to multitask
- -Continuous and proactive learner willing to take on any task
Timeline
Senior Brokerage Service Representative
Fidelity Investments
07.2018 - Current
Client Experienced Instructional Design Intern
Fidelity Investments
01.2018 - 07.2018
Personal Assistance and Support Worker
Perspectives Corporation
09.2016 - 08.2017
Server/Waitress
LA Arepa Restaurant
03.2015 - 06.2019
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Providence Career & Tech Highschool
High School Diploma - Business Operations
Year Up