Melissa McDonough
Greenville,USA
Summary
Senior Business Analyst with over 20 years of experience in diverse client service and product management roles at Fidelity Investments. Skilled in data analysis, user story refinement, and process enhancements, with a proven record in mentoring teams and driving tool adoption resulting in increased efficiency. Achieved significant improvements in operational workflows and client satisfaction through analytical insights and collaboration. Eager to leverage analytical skills to support organizations in making data-driven decisions.
Overview
27
27
years of professional experience
Work History
Senior Product Business Analyst (AGILE)
Fidelity Investments
Greenville, USA
10.2010 - 02.2025
- Analyzed incoming requests from associates and refined user stories for successful releases via interviews and emails.
- Participated actively in Daily Scrum, Sprint Planning, Retrospectives, and Backlog refinement meetings.
- Managed the Product Backlog, administering daily operations in JIRA and utilizing Mural efficiently.
- Educated associates, Technical Partners, QA, and UXD on prioritized requests to enhance project focus.
- Propelled the adoption of the myWorkspace tool through engaging demonstrations and consultations.
- Collaborated with associates on process enhancements by showcasing the tool's efficiency benefits.
- Resolved all email inquiries and acted as the primary representative for myWorkspace, ensuring seamless communication.
- Mentored the myWorkspace Summer Intern Team, fostering future talent in the industry.
Team Leader / Client Service Representative - TPA / Trust Custody
Fidelity Investments
Greenville, USA
07.2008 - 10.2010
- Executed daily reconciliations and new account notifications to SunGard.
- Approved and performed quality control on all wires for Trust Clients during daily net settlements.
- Generated BRIO reports and executed monthly reporting for TOA statistics and XTRAC processing.
- Supported the team in daily workflow tasks, including XTRAC, email, and net settlement queries.
- Supervised daily workflow operations and addressed inquiries from team members.
- Trained new employees on established processes and procedures, enhancing onboarding efficiency.
- Updated operational procedures to align with best practices.
- Reconciled monthly revenue reports sent to Finance to ensure accuracy in financial reporting.
- Processed all Not in Good Order items efficiently.
- Served as Subject Matter Expert for Service Messages, providing guidance to the team.
Client Service Manager - Fidelity Registered Advisor Group
Fidelity Investments
Greenville, USA
07.2006 - 07.2008
- Trained and educated clients on processes, policies, and procedures, emphasizing Fidelity and industry regulations.
- Responded promptly to institutional client inquiries via telephone, fax, email, and written correspondence.
- Proactively resolved client issues and addressed problems efficiently and accurately.
- Influenced stakeholders external to OSG effectively, enhancing business relationships.
- Made informed business decisions to meet clients' needs within established policies and procedures.
Investment Operations Specialist
Fidelity Investments
Greenville, USA
07.2004 - 07.2006
- Collaborated seamlessly across multiple groups within the 401K sales process.
- Recommended, developed, and engaged in implementing improvement initiatives and training tools to enhance service quality.
- Ensured proper installation of Advisor and third-party 401K funds at both the plan and advisor levels.
- Proactively coordinated with external partners to establish selling agreements between Non-Fidelity Advisor fund companies and distribution partners.
- Followed up and resolved any related commission issues effectively.
Senior Service Specialist - Flex Force Agility Team
Fidelity Investments
Greenville, USA
07.2003 - 07.2004
- Served as a trainer and subject matter expert in adjustment transactions and compensation issues.
- Contributed significantly to the successful launch of this innovative pilot team within AICS.
Senior Service Specialist - Client Resolution Team
Fidelity Investments
Greenville, USA
02.2000 - 07.2003
- Facilitated resolutions for client issues within FIIS, consistently achieving and exceeding goals for quality and productivity.
- Collaborated with various Fidelity business units to resolve problems utilizing multiple computer applications.
Client Compensation Specialist & Operations Administrator
Fidelity Investments
Greenville, USA
04.1998 - 02.2000
- Executed reconciliation of asset-based compensation payments with a focus on accuracy.
- Led the project for Charitable Gift Fund and developed current reconciliation procedures.
- Calculated and processed revenue-sharing payments efficiently.
Education
Certificate - Business Analysis
Duke University
online05.2017
Bachelor of Science - Accounting And Finance
Rhode Island College
Providence, RI06-1992
Skills
- Product Business Analysis
- JIRA
- Agile Methodology
- Client Service
- Financial Reporting
- Process Improvement
- Team Mentoring
- Reconciliation
- Training and Education
- Communication
- Problem-solving
- Influencing
- Time Management
- Attention to Detail
- Leadership
- Collaboration
- Tableau
- Domain Expertise
- Analytical Thinking
- Technical Support
- Open-mindedness
- Project Management
- Business Analysis
- Strategic Thinking
Timeline
Senior Product Business Analyst (AGILE)
Fidelity Investments
10.2010 - 02.2025
Team Leader / Client Service Representative - TPA / Trust Custody
Fidelity Investments
07.2008 - 10.2010
Client Service Manager - Fidelity Registered Advisor Group
Fidelity Investments
07.2006 - 07.2008
Investment Operations Specialist
Fidelity Investments
07.2004 - 07.2006
Senior Service Specialist - Flex Force Agility Team
Fidelity Investments
07.2003 - 07.2004
Senior Service Specialist - Client Resolution Team
Fidelity Investments
02.2000 - 07.2003
Client Compensation Specialist & Operations Administrator
Fidelity Investments
04.1998 - 02.2000
Certificate - Business Analysis
Duke University
Bachelor of Science - Accounting And Finance
Rhode Island College
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