GRACE MCNALLY
Drexel Hill,PA
Summary
Positive, empathetic, and solution-oriented individual with strong communication and interpersonal skills. Possesses foundational knowledge of client engagement strategies and customer service principles, along with proficiency in CRM software and problem resolution. Committed to fostering positive client relationships and driving satisfaction through attentive, personalized service.
Overview
4
4
years of professional experience
Work History
Client Experience Specialist
First State Trust Company
02.2025 - Current
- Communicated and collaborated with major financial institutions, including Morgan Stanley, Wells Fargo, UBS, and Janney Montgomery Scott, to manage and safeguard client assets.
- Assisted clients with inquiries, providing timely and accurate information to enhance satisfaction.
- Collaborated with cross-functional teams to identify areas for improvement in client experience initiatives.
- Managed numerous accounts simultaneously while maintaining excellent organizational skills.
- Trained other team members on operating procedures and company services.
- Managed client accounts, ensuring all details were current and accurately reflected in the system.
- Coordinated communication between clients and internal teams to resolve issues efficiently.
Operations Specialist
First State Trust Company
12.2023 - 02.2025
- Posts trade settlements and other asset movements to trust accounts
- Reconciles account activity and identifies discrepancies
- Utilizes trust accounting software to manage accounts, record transactions, and generate reports
- Coordinates with trust officers and other members of the operations team to address client needs
- Processes transactions including asset distributions, principal distributions, wire transfers, and check disbursements
- Possesses the capacity to think analytically, solve problems when needed, and collaborate with a group of 15 team members
- Strong understanding of trust administration principles and fiduciary responsibilities
- Detail-oriented with excellent accuracy and ability to manage multiple tasks simultaneously
- Collaborated with cross-functional teams to streamline communication and improve service delivery.
- Developed and implemented operational processes to enhance efficiency and accuracy in daily workflows.
- Analyzed operational data to identify trends, recommend improvements, and ensure compliance with regulatory standards.
- Provided training and support to new team members on company policies and procedures.
- Managed documentation and reporting for internal audits, ensuring alignment with industry best practices.
- Assisted in the development of standard operating procedures to optimize workflow consistency across departments.
Human Resources Assistant
Philadelphia College of Osteopathic Medicine
03.2022 - 09.2022
- Managed HR department correspondence
- Scheduled meetings and interviews
- Ordered office supplies for the HR department
- Handled phone inquiries and provided information to employees and job applicants
- Prepared new employee orientation materials and assisted with onboarding processes
- Proficiency in using a system for record-keeping
- Maintained the confidentiality of sensitive HR information
- Assisted with conducting background and reference checks
- Coordinated recruitment efforts, including scheduling interviews and managing candidate communications.
- Assisted in onboarding processes, ensuring compliance with institutional policies and procedures.
- Maintained employee records using HRIS software, ensuring accuracy and confidentiality of sensitive information.
- Supported performance evaluation process by preparing documentation and facilitating feedback sessions.
- Implemented training programs to enhance employee skills and knowledge within the organization.
- Collaborated with team members on employee engagement initiatives, fostering a positive workplace culture.
- Conducted exit interviews to gather insights for enhancing retention strategies and workplace satisfaction.
- Streamlined administrative processes, improving efficiency in handling HR inquiries and requests.
- Efficiently managed personnel files, maintaining confidentiality while keeping records up-to-date and organized.
- Filed paperwork, sorted, and delivered mail and maintained office organization.
Education
Bachelor of Arts - Communication, Minor in Marketing
Drexel University
Philadelphia, PA06.2023
Skills
- Skilled in Microsoft Office applications
- Exceptional communication
- Client retention techniques
- Analytical problem-solving
- Calm under pressure
- Collaborative teamwork
- Intrinsic motivation
- Effective time management
- Detail-oriented approach
Affiliations
Alpha Sigma Alpha, Nu Nu Chapter
Timeline
Client Experience Specialist
First State Trust Company
02.2025 - Current
Operations Specialist
First State Trust Company
12.2023 - 02.2025
Human Resources Assistant
Philadelphia College of Osteopathic Medicine
03.2022 - 09.2022
Bachelor of Arts - Communication, Minor in Marketing
Drexel University
RELEVANT COURSEWORK
- Human Communication
- Foundations of Business
- Interpersonal Communication
- Techniques of Speaking
- Theories and Models of Communication
- New Technologies in Communication
- Corporate Responsibility Management
- Organizational Behavior