Melissa Peterson
Glendale,AZ
Summary
Hardworking job seeker with strong organizational skills eager to secure an entry-level position. Ready to help team achieve company goals.
Overview
19
19
years of professional experience
Work History
Sr. Operations Specialist/Enterprise Risk Engine
Charles Schwab
2019.04 - 2022.10
- Improved operational efficiency by streamlining processes and implementing best practices.
- Collaborated with cross-functional teams to develop innovative solutions for complex operational challenges.
- Forecasted demand accurately by analyzing historical data trends to inform inventory management decisions.
- Conducted surprise performance audits (manager alerts), fraud monitoring, and operations surveillance.
- Enhanced customer satisfaction through the implementation of service improvement initiatives and quality control measures.
- Assessed risks associated with various business operations, developing contingency plans to mitigate potential disruptions or losses.
- Managed day-to-day operations, ensuring that deadlines were met, resources were allocated effectively, and project objectives were achieved.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Educated staff on organizational mission and goals to help employees achieve success.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Developed effective improvement plans in alignment with goals and specifications.
Team Lead/Move Money Solutions Hotlines
Charles Schwab & Co. Inc.
2013.08 - 2019.04
- Move Money Hotline-Customer service hotline for inbound/outbound calls for internal/external customers
- Verification of information, updating system, answering client questions regarding accounts following Schwab protocol to verify caller, escalating where needed
- Requires good written/verbal skills with good data entry and data analysis
- Ability to juggle between multiple computer screens and systems
- Ability to deliver negative decisions/news with confidence
- Support client escalations for all incoming/outgoing wires, Money Link, cash control, answering questions on a wide array of technical operational subjects
- Responsible for fraud prevention
- Due to nature of risk with responsibilities, attention to detail and accuracy required in face paced environment with high call volume of 60-80 calls per shift
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
Corporate Receptionist/Escrow Assistant, Temp.
Stewart Title & Trust of Phoenix
2012.08 - 2013.01
- Greet Clients / Couriers
- Answer phones
- Brad closed files / File closed files
- Open all new in coming REO title orders for Fannie Mae, Freddie Mac and Sun Trust / Create files
- Pull daily reports from Fannie Mae Reo website to track accepted incoming contracts and maintain follow ups on contract status
- Process all incoming REO contracts, collect earnest deposits, order the preliminary title report and assign to an escrow officer
Escrow Coordinator, Temp.
Meritage Homes
2012.05 - 2012.07
- Processed builder documents for government funded loans
- Processed and distributed new sales contracts and all incoming correspondence for existing contracts
- Processed daily checks and logged them for accounting
- Assisted construction team with ordering new building permits
- Daily filing and setup of monthly closings
Scheduling Coordinator
Agape Therapy, LLC
2012.02 - 2012.05
Operations Specialist, Temp.
Charles Schwab & Co. Inc.
2010.07 - 2011.12
- Alternative Investment Custody Services (03/2011-12/2011)
- Processing 70-90 jobs (average) per day
- Assigned to the monthly confirm team to process statements required from General Partners to reconcile their clients’ holdings so that we may update the holdings against the Schwab systems to make any updates as required to ensure that we are accurately reflecting the clients’ AI holdings in their Schwab IRA account
- Multiple computer systems used daily
- Processed 40-60 (average) jobs per day
- Extensive research and attention to detail required
- International Operations (07/2010-02/2011)
- Hired for yearly Internal Revenue Service Substitute W8-BEN form processing project
- Additionally was trained to open Individual, Corporate & Trust accounts for International clients using multiple computer systems daily to perform various tasks
Office Coordinator
Red, White & Blue Realty
2009.10 - 2010.04
Benefits Coordinator/Medical Scheduler
Above & Beyond Therapy Service
2008.06 - 2009.03
Escrow Technician, Temp.
First American Title Agency
2007.11 - 2008.04
Escrow Receptionist/Escrow Assistant/Assistant Escrow Officer
Security Title Agency
2004.04 - 2007.09
- Managed heavy call volume
- Ordered listing kits, CC&R’s, vesting deeds and plat maps
- Opened orders, ordered preliminary title reports and assembled new files
- Managed office supplies and equipment
- Closed out daily accounting
- Promoted to Escrow Assistant: Added to my duties as Escrow Receptionist, was responsible for amending preliminary title reports and fulfilled title requirements
- Ordered payoff demands and Home Owner’s Association fees
- Quoted title fees to lenders
- Promoted to Assistant Escrow Officer: Added to my duties were taking client signatures, notarizing and processing loan documents
- Typed pre-audits, funded loans
- Closed and audited files
Education
GED -
Glendale Community College
05.1997
Skills
- 10 key
- Microsoft Word
- Excel
- Outlook
- Type 50 WPM
- Customer Service
- Escrow Administration
- Production Planning
- Workflow Management
- Business process improvement
- Operational Excellence
Trainingseminars
- 01/2006, Growing Escrow
- 03/2006, Arizona Escrow Training
- 03/2007, Common Sense Customer Service
- 04/2007, National Escrow Administration Training
Timeline
Sr. Operations Specialist/Enterprise Risk Engine
Charles Schwab
2019.04 - 2022.10
Team Lead/Move Money Solutions Hotlines
Charles Schwab & Co. Inc.
2013.08 - 2019.04
Corporate Receptionist/Escrow Assistant, Temp.
Stewart Title & Trust of Phoenix
2012.08 - 2013.01
Escrow Coordinator, Temp.
Meritage Homes
2012.05 - 2012.07
Scheduling Coordinator
Agape Therapy, LLC
2012.02 - 2012.05
Operations Specialist, Temp.
Charles Schwab & Co. Inc.
2010.07 - 2011.12
Office Coordinator
Red, White & Blue Realty
2009.10 - 2010.04
Benefits Coordinator/Medical Scheduler
Above & Beyond Therapy Service
2008.06 - 2009.03
Escrow Technician, Temp.
First American Title Agency
2007.11 - 2008.04
Escrow Receptionist/Escrow Assistant/Assistant Escrow Officer
Security Title Agency
2004.04 - 2007.09
GED -
Glendale Community College
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