Matthew Dawson
Maitland,FL
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, problem-solving skills, and commitment to coaching.
Knowledgeable and dedicated leader with extensive experience in Advisor Services. Team player with outgoing positive demeanor and proven skills in establishing rapport. Motivated to increase customer satisfaction and contribute to company success. Articulate, energetic, and results-oriented with exemplary passion for commitment to quality with focus on digital adoption.
Overview
6
6
years of professional experience
Work History
Team Lead
Charles Schwab & Co
07.2022 - Current
- Promoted high standards with commitment to quality to help each service professional understand expected behaviors and standards.
- Supervised service professionals to confirm compliance with set procedures and call production requirements.
- Evaluated employee skills and knowledge regularly. Provided personalized coaching and mentoring of service professionals
- Monitored team performance and provided constructive feedback to increase productivity, adherence, and maintain quality standards.
- Designed strategic learning program supplement to support New hire nesting program in ASG Network. Scheduled and conducted on site training(s) as well as cross site training(s) within ASG Network & ASG Teams.
- Commitment to coaching service professionals, future leaders, & team leaders to promote productivity, accuracy, and commitment to quality service with a digital focus.
Relationship Specialist
Charles Schwab & Co
03.2017 - 07.2022
- Expansive knowledge in complex matters surrounding various topics such as: trusts, estates, complex accounts, DPOA, international, reorganization, cost basis, and variety of CST solution topics
- Extension of management: Ability to handle escalation calls that require unique problem solving for a variety of topics on a first call resolution basis
- Patience and knowledge to guide advisors to alternative solutions as well as the commitment to follow-up and coordinate through all channels of communication
- Digital adoption: Focus on empowering advisors to utilize Schwab’s digital channels
- Superior knowledge in all facets of cashiering, Advisor Check Deposit, Schwab Mobile Deposit, Schwab Advisor Mobile Deposit, all account opening processes through Digital Onboarding, DocuSign, and Schwab Alliance
- Empowering others: Commitment to be a knowledge liaison for newer representatives within ASG Teams and other business partners
- Apart of various focus groups to improve Schwab’s systems and processes through digital adoption and the enhancement of Digital Onboarding (DO)
- Apart of scrum team led by director Wade Wooten to centralize operations through digital alerting status which led to existence/expansion of the Workflow Solutions Team
- Constantly challenging the status quo and active advocate for our advisors by providing frontline insight to business partners
Education
Bachelor of Science - Business Administration
University of Central Florida
Orlando, FLSkills
- Commitment to quality
- Loyalty to Schwab brand
- Risk Management
- Strategic Vision
- Project Management
- High energy coaching
- Relentless work ethic
Accomplishments
2 X CEO Award Winner
2022 Digital Advocate Award Winner
Key Contributor
Timeline
Team Lead
Charles Schwab & Co
07.2022 - Current
Relationship Specialist
Charles Schwab & Co
03.2017 - 07.2022
Bachelor of Science - Business Administration
University of Central Florida