Melissa Watkins
Colorado Springs,CO
Summary
Diligent and responsible professional with proficiency with workflow management, paperwork processing and data systems software. Over 15 years of Financial Industry background including inbound/outbound call experience, paperwork processing, data entry, and internal workflow management. Demonstrated processing quality and role adaptability.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Workforce Planning Management Sr Specialist
T Rowe Price
02.2022 - Current
- Process staffing related requests which include new hire system set-up, change in skills and schedule updates.
- Monitor and identify areas of concern for daily workflow goals and and provide recommendations to internal partner leadership.
- Key Accomplishments: Only person in department history to learn and support ALL internal groups (both front office and back office) and did so in less than 2 years.
College Savings Specialist
T Rowe Price
08.2018 - 02.2022
- Processed daily transactions through inbound calls (approximately 30 calls a day) or through mailed/faxed paperwork requests accurately while adhering to industry regulations and exceeding department metric goals.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Retail Account Management Service Specialist
T Rowe Price
05.2015 - 08.2018
- Processed paperwork (approximately 30 requests a day) and online requests involving life events and routine transactions/maintenance including trades and new account set-up for Mutual Fund and Brokerage accounts.
- Accurately computed complex earnings, IRA required minimum distributions, and beneficiary designation calculations.
Retail Customer Service Associate
T Rowe Price
11.2013 - 05.2015
- Received inbound calls (approximately 20 calls a day) from clients to assist with trade and maintenance requests for Mutual Fund accounts
- Answered a variety of shareholder questions and inquiries relating to general investing, IRS guidelines, maintenance requirements, and online access help while remaining compliant with company policies and industry regulations.
Teller, Customer Service Rep, Personal Banker
Wells Fargo Bank, N.A.
05.2008 - 11.2013
- Processed high volume of customer transactions while managing wait time and client perception.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Managed front desk duties and built customer relationships while recognizing and initiating cross-sell opportunities.
- Originated personal loans, opened new bank accounts, serviced existing accounts and provided recommendations to meet customer needs.
Education
High School Diploma -
Doherty High School
05.2003
Skills
- Detail Oriented and Risk Aware
- Self Motivated
- Client Focused
- Excellent Communication Etiquette
- Integrity and Solution Driven
- Analytical Thinking
- Process Improvement
Certification
Held Series 6 and 63 FINRA licenses
Systems
- Microsoft Suite
- SalesForce
- SharePoint
- SS&C Chorus/AWD
- Tableau
- Verint
- Amazon Connect/AWS
Timeline
Workforce Planning Management Sr Specialist
T Rowe Price
02.2022 - Current
College Savings Specialist
T Rowe Price
08.2018 - 02.2022
Retail Account Management Service Specialist
T Rowe Price
05.2015 - 08.2018
Retail Customer Service Associate
T Rowe Price
11.2013 - 05.2015
Teller, Customer Service Rep, Personal Banker
Wells Fargo Bank, N.A.
05.2008 - 11.2013
High School Diploma -
Doherty High School
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