Miranda Withers

Lead Trainer for Managed & Advised Account Operations department. Responsibilities consist of:

• Create and implement learning and training materials for Managed Account Operations processes and procedures
• Onboard and facilitate each 12- week new hire training program for all new hire employees
• Provide coaching and mentoring to new hire employees
• Conduct evaluations and observed employee performance to identify areas of needed improvement
• Design and deliver web-based, self-directed learning materials- program called MyLXP Learning
• Work with team managers to developed job-specific competencies and performance standards
• Create and facilitate continuing education learning materials and classes to meet department objectives
• Continuously analyze and evaluate training effectiveness and program outcomes
• Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
• Developed lesson plans, instructional materials and written knowledge checks for department training courses
• Supervision of existing training guides to remain current with policy changes
• Send department communications notifying employees of company policy and/ or procedural changes

Managed & Advised Account Operations

• Processed complex requests while meeting critical deadlines, such as enrolling and un-enrolling accounts into managed platforms, account updates, & money manager terminations
• Provided consistent communication and exceptional customer service to advisors, money managers and internal business partners
• Subject Matter Expert in multiple skills, including Select and Access Managed Account Platform, Schwab Advisor Center Education, & International Account Operations
• Managed the department escalation and expedite email inbox
• Exceeded productivity and accuracy expectations while delivering high quality results
• Received department awards and recognition such as Above and Beyond Award and Director's Choice Award
• 1 of 6 people in the department of over 300 employees to receive an 'exceeded expectations' on annual review

• Supported inbound phone inquiries from both donors, charitable organizations, and internal business partners
• Assisted clients and advisors in navigating the online charitable portal, including but not limited to, making grants online, rebalancing investment portfolios, and accessing statements and history
• Educate clients and advisors on the donor advised fund products and services
• Managed and followed up on due diligence to ensure all grant requests were being made to an eligible 501c3 organization and no benefits would be received by the donor
• Supported the Grants team with donor inquiries and supported necessary follow- up and with charitable organizations. clients, and/ or advisors

• Supported inbound phone inquiries from both donors, charitable organizations, and internal business partners
• Assisted clients and advisors in navigating the online charitable portal, including but not limited to, making grants online, rebalancing investment portfolios, and accessing statements and history
• Educate clients and advisors on the donor advised fund products and services
• Managed and followed up on due diligence to ensure all grant requests were being made to an eligible 501c3 organization and no benefits would be received by the donor
• Supported the Grants team with donor inquiries and supported necessary follow- up and with charitable organizations. clients, and/ or advisors

• Focused on the operational work submitted by advisors
• Soley managed work for 30 firms in the mid- market segment of advisor services
• Identified requests that were not in good order and communicated electronically and verbally to resolve missing or invalid items within service deadlines
• Processed requests such as money movements, account opening, client verification, account updates, and account maintenance
• Communicated with both advisors and their clients to educate and
• Built and established positive relationships with advisors
• Consistently held 1st place on team of 12 for highest accuracy and efficiency