Summary
Overview
Work History
Education
Skills
Timeline
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Margaret Brooks

Floyd,Virginia

Summary

Dynamic professional with extensive experience, excelling in compliance monitoring and process improvement. Proven track record in training teams and enhancing operational efficiency. Adept at problem-solving and fostering collaboration, consistently delivering tailored solutions that elevate customer satisfaction and streamline workflows.

Overview

11
11
years of professional experience

Work History

Senior Specialist, Bank Operations

Charles Schwab & Co.
Phoenix, AZ
06.2021 - 10.2024
  • Executed daily deposit account operations and loan processing tasks with precision.
  • Trained groups of up to 8 trainees, enhancing skill development through targeted job aids.
  • Ensured compliance with bank policies, procedures, and applicable regulations consistently.
  • Delivered comprehensive client support by addressing inquiries and providing tailored solutions.
  • Collaborated with Bank Services and Deposit Team Managers for efficient operational processing.
  • Managed multiple client accounts, tracking tasks to meet deadlines effectively.
  • Communicated project status and updates regularly with stakeholders to maintain transparency.
  • Assessed customer needs, developing effective solutions aligned with service objectives.

Office Coordinator

Make-A-Wish Foundation of America
Phoenix, AZ
03.2016 - 01.2019
  • Finance - Reconciled invoices. Managed expense reports for executive staff and Operations.
  • Administration - Managed multiple calendars, emails, presentations, and projects. Proficient in Outlook, Excel, PowerPoint, Microsoft, and ticket systems. Provided support and communications to staff, chapters, and vendors. Created, updated, and proofread standard operating procedures for various processes, policies, and positions within the organization.
  • Nonprofit - Stretched donor dollars within the Operations and Finance departments at the National Office. Facilitated in landing contracts with donation as key goal in request for proposals with multiple vendors.
  • Coordinator - Tracked inventory for national office. Prioritized multiple projects and met deadlines. Managed key fobs and parking passes for all employees at the National Office.
  • Management - Managed Operations department while manager was out sick or on vacation. Supervised mailroom, reception, building maintenance, multiple vendors, and department requests.
  • Maintained office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; evaluating new office products; placing and expediting orders for supplies.
  • Managed daily mail distribution including sorting out incoming and outgoing mail.
  • Compiled data, tracked changes, and created reports in Excel spreadsheets.
  • Created and maintained filing systems, both paper and electronic.
  • Provided administrative support for all departments in the organization as necessary.
  • Scheduled appointments for staff members using Outlook calendar system.
  • Assisted with special projects as requested from time-to-time by management team.
  • Handled confidential information in a discreet manner.
  • Greeted visitors and directed them to the appropriate area or person.

Billing Specialist

First Service Networks
Scottsdale, AZ
06.2015 - 03.2016
  • Processed client invoices accurately and efficiently, ensuring timely payment through third-party billing.
  • Conducted thorough audits of invoices, achieving 90 WPM while maintaining high accuracy.
  • Assisted in year-end closing tasks by preparing journal entries.
  • Supported various departments as required, fostering collaboration across the organization.
  • Investigated billing discrepancies and processed refunds to rectify issues.
  • Entered data into accounting software like QuickBooks to maintain updated records.
  • Generated periodic reports that summarized account balances and collection efforts.
  • Collaborated with team members to identify and implement process improvements.

Customer Service Agent

Enterprise Holdings, Inc
Phoenix, AZ
01.2014 - 07.2015
  • Delivered fast, friendly service while addressing routine questions and complaints.
  • Resolved customer complaints quickly and efficiently, enhancing overall satisfaction.
  • Supervised graveyard tasks and employees during shifts in management's absence.
  • Developed strategies for managing difficult customers while maintaining professionalism.
  • Identified opportunities to enhance customer service processes and procedures.
  • Advised customers on purchasing decisions tailored to individual needs.
  • Processed refunds, returns, exchanges, and order cancellations per policy.
  • Created reports detailing customer interactions for management review.

Education

Some College (No Degree) - Operations Management

Southern New Hampshire University
Online

Skills

  • Compliance monitoring
  • Process improvement
  • Project management
  • Customer service
  • Team collaboration
  • Employee training
  • Inventory management
  • Quality assessment
  • Documentation management
  • Expert problem solving
  • Vendor relations
  • Operational enhancement
  • Time management
  • Self-motivation
  • Task prioritization

Timeline

Senior Specialist, Bank Operations

Charles Schwab & Co.
06.2021 - 10.2024

Office Coordinator

Make-A-Wish Foundation of America
03.2016 - 01.2019

Billing Specialist

First Service Networks
06.2015 - 03.2016

Customer Service Agent

Enterprise Holdings, Inc
01.2014 - 07.2015

Some College (No Degree) - Operations Management

Southern New Hampshire University

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