Drew Donovan
Cumberland
Summary
Resourceful Team Member with proven history of reliability and excellent work. Dedicated to quality assurance and maximizing daily progress.
Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
10
10
years of professional experience
Work History
TEM Associate
Fidelity Investments
10.2024 - 01.2026
- Promoted to Tax Exempt Market Associate role due to success in performing FCA role
- Provided expertise and services to participants of employer sponsored plans including for profit and non-profit 401k, 401a, 403b, and 457b plans
- Expanded knowledge provided to participants on additional plan types including Taft Hartley and non-qualified plans
- Ensured that they were compliant with all regulations and in-plan rules across all plans when processing data aggregation withdrawals and loans by utilizing, CART, AIG, and other compliance monitoring tools dependent on client direction
Financial Customer Associate
Fidelity Investments
04.2022 - 10.2024
- Provided expertise and services to participants of employer sponsored 401k plans
- Utilized S.T.R.I.V.E to structure calls and provide an efficient quality of service and conclude that all participant needs were met
- Troubleshot login and tech issues with the netbenefits platform utilizing smart solutions and IDgateway tools to pinpoint the root cause and resolve the issue
- Collaborated with our backoffice team using XTRAC manager to process work items for participants and clients on a weekly basis
- Verified callers and offered enrollment in voice authentication as well as utilized the assistance of fraud prevention teams to provide secure access
- Processed loans, withdrawals, rollovers, exchanges, and rebalances for participants through multiple systems including DCW and Netbenefits
CIC Representative I
Rockland Trust Company
05.2020 - 03.2022
- Managed clients debit cards and online banking through various internal programs including Horizon XE, Intercept, Q2 Co-Pilot, CSR Assist, CST Billpay, Cold+, and sharepoint
- Utilized Outlook Email, Microsoft Teams, Zoom, and Salesforce to connect my work with various colleagues at the company
- Worked with our fraud department to provide security by strictly adhering to the verification process and filing claims for clients through Regulation E disputes
- Assisted customers with mortgage and home equity related inquiries including how to apply for a loan, the breakdown of their escrow analysis, loan payments, late fees, covid19 deferment, and PPP loan forgiveness
- Managed checkbook orders through Harlandclarke check ordering system
Deli Associate
Big Y Foods Inc.
07.2017 - 05.2020
- Provided top quality customer service as well as answers to questions about the products we offer
- Ensured that the department meets the food safety standards and regulations by keeping a neat and orderly workspace
- Worked as a team and manage time to complete tasks by a set deadline
Social Media Assistant
Office of Teaching and Learning
09.2018 - 04.2020
- Utilized Microsoft Excel to enter qualitative and quantitative data into specified spreadsheets
- Made document and book requests from publishing companies for review by supervisor
- Updated guidelines for student workers to increase productivity in the workplace
- Transcribed podcasts and verbal recordings for future use by students and professors
Delivery Driver
Anna's Pizzeria
09.2016 - 07.2017
- Prepared and delivered food to customers in a timely manner and provided quality customer service
- Utilized and progressed money management skills by keeping an account of tip money and money owed
Silver Roller
Leech and Garner: Global Precious Metal Supplier
05.2016 - 08.2016
- Operated machinery that rolled pure silver ingots into longer, thinner strips
- Developed teamwork skills to solve problems when the machine wasn't rolling properly
- Measured the silver to an exact degree to ensure it was up to regulation size
- Followed safety procedures as instructed due to the dangerous nature of the job
Education
Bachelor of Science degree - Psychology
Bridgewater State University
Bridgewater, MA05.2020
Certificate of Completion - undefined
Kansai University
Osaka, Japan08.2019
Associate degree - Liberal Arts
Massasoit Community College
Brockton, MA06.2018
Skills
- Proficient with Microsoft Word, Excel, PowerPoint, Photoshop, Google Drive, Dropbox, Salesforce, Workday and Internet
- Social Media: Linkedin, Instagram, Twitter, Facebook, Skype, Zoom, Discord, Microsoft Teams
Timeline
TEM Associate
Fidelity Investments
10.2024 - 01.2026
Financial Customer Associate
Fidelity Investments
04.2022 - 10.2024
CIC Representative I
Rockland Trust Company
05.2020 - 03.2022
Social Media Assistant
Office of Teaching and Learning
09.2018 - 04.2020
Deli Associate
Big Y Foods Inc.
07.2017 - 05.2020
Delivery Driver
Anna's Pizzeria
09.2016 - 07.2017
Silver Roller
Leech and Garner: Global Precious Metal Supplier
05.2016 - 08.2016
Certificate of Completion - undefined
Kansai University
Associate degree - Liberal Arts
Massasoit Community College
Bachelor of Science degree - Psychology
Bridgewater State University