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
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
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
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
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
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