JASON SHUNTAWANA
Fort Worth,TX
Summary
Innovative, success-driven professional with proven expertise in corporate marketing & communications, project management, and the implementation of effective issue-resolution strategies. Possess 5+ years of diverse managerial experience across varying institutions. Mobilize competence in the methodologies involved for web-based products, social media marketing, technology management, product management, and strategic development. Maintain effectiveness as a point of contact and foster collaboration-centered relationships with clients, stakeholders, and audiences of varying backgrounds to coordinate vision successfully and consistently produce the best possible output. Exhibit a high sense of responsibility & accountability, an impeccable work ethic, and an exceptional record of dependability & integrity.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Assistant Director of Gift Planning
Texas Christian University
10.2023 - 07.2024
- Managed a portfolio of over 150 prospective donors, focusing on cultivating deferred and planned gifts, resulting in $20.5M+ in new commitments during tenure.
- Played a lead role in educating donors and financial advisors on complex giving vehicles, contributing to a 30% increase in planned gift inquiries quarter-over-quarter.
- I educate donors and their advisors about various gift plans and vehicles, supported overall program marketing efforts, helped steward current donors, and worked collaboratively with other gift officers
- Serve as a lead contact for new gift inquiries, advise on gift options, answer questions, and close current and deferred gifts.
- Collaborated with gift officers and legal teams to ensure all agreements complied with federal and state laws, maintaining a 100% compliance rate across all documentation. Ensure that all gifts, gift policies, and fund agreements comply with federal and state law, government regulations, Community Foundation National Standards, the AFP Donor Bill of Rights, and Foundation policies.
- Stay current on developments in philanthropy, laws and regulations regarding charitable planning, Community Foundation National Standards, and effective charitable giving strategies.
- Perform all administrative duties related to tracking calls, reporting results, and providing proposed budgets, goals, and reports, as requested.
- Led strategic planning initiatives to enhance departmental efficiency and effectiveness.
- Managed budgets, ensuring optimal allocation of resources for various projects and activities.
- Collaborated with faculty to design innovative programs aligning with institutional goals.
High Net Worth 1
Fidelity Investments
03.2020 - 10.2023
- Supported and serviced a book of over 400 high-net-worth clients, placing over $25M in trades annually across mutual funds, ETFs, options, and equities.
- Maximized customer engagements across all touchpoints and demonstrated team leadership skills by effectively leading cross-functional teams and influencing decision-makers on strategic initiatives, including product roadmap development.
- Improved customer satisfaction scores by 20% through empathetic resolution of complex financial inquiries and proactive portfolio education.
- Led multiple client service improvement projects, reducing call escalations by 35% and improving case resolution speed by 15%.
- Establish and maintain relationships with numerous third-party vendors, leading to the successful development & enforcement of contracts for investment systems and other relevant offerings.
- Oversee the entire lifecycle of local product offerings by formulating the procedures and spearheading the implementation of a streamlined product review process to eliminate unprofitable products.
- Exhibit strong customer service skills through promptly addressing product- and service-related inquiries and actively guiding inbound callers on matters involving the navigation and details of products & services offered.
- Significantly enhance brand awareness by implementing effective digital marketing strategies to optimize channels and create impactful promotions & campaigns.
- Place Mutual Fund, ETF, Options, and Equity trades.
- Research and respond to routine-to-complex inquiries within defined service level commitments.
- Trade Correction processing, reporting, and analysis.
- Handle incoming inquiries from advisor teams related to the troubleshooting and review of complex account and data discrepancies.
- Partner with internal teams to document, review, and update firm policies & procedures.
- Support day-to-day operations of our Unified Managed Account (UMA) platform through Envestnet.
- Assist advisors and their team with system navigation, configuration, and account setup.
- Participate in team meetings and collaborate with operations leadership team on projects and/or initiatives designed to streamline firm policies and procedures.
Social Media Pilot
Fidelity Investments
10.2020 - 10.2023
- Handpicked to join Fidelity’s inaugural social media support pilot, engaging with clients across Twitter, Facebook, and Reddit in a regulated financial services environment.
- Piloted the Social Media Client Experience Program, helping launch Fidelity’s presence across Khoros and increasing client engagement metrics by over 40% during the trial phase.
- Delivered real-time, compliant responses to client inquiries, helping increase brand visibility and client trust on emerging digital platforms.
- Acted as a bridge between customer needs and internal teams by identifying sentiment trends and escalating key feedback to leadership and compliance.
- Collaborated cross-functionally with marketing, legal, and risk teams to ensure brand-aligned messaging and risk mitigation.
- Contributed to the development of social engagement standards, influencing the expansion and scalability of the program.
Customer Relation Advocate
Fidelity Investments
11.2019 - 10.2023
- Delivered frontline support to a high volume of clients, resolving inquiries related to account access, transactions, investment products, and retirement planning.
- Guided customers through Fidelity’s digital platforms and tools, ensuring confident and secure navigation of their financial accounts.
- Demonstrated empathy and precision while handling sensitive financial matters, consistently meeting quality and call time benchmarks.
- Collaborated with cross-functional teams to escalate complex issues, contributing to process improvements and client retention.
- Developed a deep understanding of brokerage operations, compliance protocols, and financial markets to better serve diverse client needs.
General Manager
Panda Express
05.2017 - 10.2019
- Oversaw daily operations for a high-volume location generating $1.5M+ in annual sales, increasing revenue from 800k the previous year through targeted upselling, more efficient practices, and customer service strategies. Took active charge over diverse business functions, such as evaluating financial statements, conducting data analysis, tracking labor and sales, managing inventory, overseeing resource allocation, managing accounts payable, and analyzing profit and loss (P&L) statements while concurrently identifying crucial improvement indicators to drive operational enhancements.
- Ensure the comprehensiveness of all forecasting, business planning, and data analysis, as well as their alignment with short-term & long-term business objectives, resulting in increased sales and revenue generation.
- Developed positive and professional relationships with all team members and vendors, fostering collaboration and teamwork.
- Team Leadership: Leading and motivating teams to achieve goals.
- Budget Management: Managing and controlling financial resources.
- Staff Training and Development: Providing training and support for employees.
- Customer Relationship Management: Building and maintaining strong relationships with customers.
- Inventory Management: Managing food and equipment inventories.
- Food Safety and Sanitation: Ensuring compliance with food safety regulations.
- Ensured 100% compliance with corporate policies and health regulations, leading the store to exceed expectations on all internal audits.
- Conflict Resolution: Effectively resolving disputes and complaints.
- Sales and Marketing: Driving sales and promoting brand awareness.
- Communication: Strong written and verbal communication skills.
- Problem-Solving: Identifying and resolving issues quickly and efficiently.
Assistant Manager
Tesoro Corp
01.2012 - 12.2012
- Delivered exceptional customer service by maintaining availability & visibility to customers and proactively resolving any issues raised.
- Maintained a safe and orderly working environment to ensure that business regulations, internal store processes, and program objectives were strictly adhered to.
- Exhibited efficiency & accuracy in receiving merchandise, utilizing check-in procedures, and maintaining effective vendor coordination.
Retail Sales Consultant
Sprint
01.2011 - 06.2012
- Successfully provided customers with comprehensive sales solutions for their wireless/mobility needs, emphasizing the value of Sprint's devices, accessories, & service plans while personalizing their experience, saving them money, and protecting their investment.
- Consistently delivered an exceptional in-store experience that aided customer loyalty and strengthened the Sprint brand.
- Executed diverse strategies to achieve and go beyond crucial performance objectives and customer satisfaction goals.
- Accurately set up customer accounts to ensure immediate usability of released devices & plans upon leaving the store.
- Exhibited strong attention to detail in identifying and resolving a wide array of crucial customer billing & account issues.
- Actively complied with the operational policies and procedures of the company, including the Sprint Code of Conduct.
Education
Associate of Arts -
Tarrant County College
Fort Worth, TX01.2017
Skills
Strategic Planning & Execution
Process Improvement & Optimization
KPI Analysis & Performance Tracking
Cross-Functional Team Leadership
Staff Development & Coaching
Client & Donor Relationship Management
High-Net-Worth Client Services
Digital Marketing Strategy
Social Media Marketing (Khoros, LinkedIn)
Campaign Planning & ROI Analysis
Salesforce CRM
Workday
Microsoft Excel (Advanced)
Google Workspace
Websites
Certification
Series 7 and Series 63, Financial Industry Regulatory Authority, 2020
Timeline
Assistant Director of Gift Planning
Texas Christian University
10.2023 - 07.2024
Social Media Pilot
Fidelity Investments
10.2020 - 10.2023
High Net Worth 1
Fidelity Investments
03.2020 - 10.2023
Customer Relation Advocate
Fidelity Investments
11.2019 - 10.2023
General Manager
Panda Express
05.2017 - 10.2019
Assistant Manager
Tesoro Corp
01.2012 - 12.2012
Retail Sales Consultant
Sprint
01.2011 - 06.2012
Associate of Arts -
Tarrant County College