Ra'Kel Scott
Charlotte,United States
Summary
Results-driven Manager known for high productivity and efficient task completion. Specialize in strategic planning, team leadership, and operational improvement. Excel in communication, problem-solving, and adaptability, ensuring seamless project execution and team cohesion.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Manager- Operations, Conversions, & Integrations
LPL Financial
Fort Mill, South Carolina
05.2020 - Current
- Oversee the collection, analysis, and organization of client account related data crucial to M&A transactions
- Ensure data accuracy, completeness, and compliance with regulatory requirements
- Develop, document and train best practices around departmental functions including data analysis, migration, and validation for conversions
- Collaborate with stakeholders across business units to define data requirements, priorities, and project timelines
- Ensure that project and initiative requirements, expectations, progress, and issues are communicated to key stakeholders throughout the conversion process
- Compile and present reports to track progress and provide verbal and written communications summarizing key findings relating to each conversion
- Provide ongoing support, coaching, feedback and developmental opportunities to address staff needs in order to engage them and help them be more effective and successful
- Support and contribute toward the successful execution of projects and initiatives that support LPL’s priorities
- Handle escalations stemming from conversion related activities
- Develop training material to support new hires and off-site partners for ongoing training curriculum.
Lead Operations Specialist
LPL Financial
Fort Mill, South Carolina
08.2017 - 05.2020
- Monitor money movement transactions for retirement and retail transactions
- Manage operational risks by ensuring all controls are reviewed daily and signed by management
- Created workflow documents for internal and external customers to improve the efficiency of our line of business
- Providing input to Manager on staff performance or conduct and escalating for resolution or corrective action as appropriate
- 3+ years of data analysis experience
- Review and analyze Refinitiv data mapping documents for all M&A deals
- Experience capturing and documenting complex business and functional requirements which may include workflows, process maps, or business processes
- Ability to meet deadlines in a fast paced environment
- Thorough and detail-oriented with strong investigative analytical skills
- Virtual leadership experience with ability to effectively drive results, provide feedback/direction, and manage and build relationships with leaders and team members in a geographically dispersed environment
- Maintained accurate records of operational activities, including documentation of process changes and reports on performance metrics.
- Conducted regular training sessions to ensure adherence to operational standards.
Team Lead
Wells Fargo
Charlotte, North Carolina
03.2016 - 04.2017
- Motivate new hires by providing excellent internal and external customer service, experience with listening and eliciting information effectively, demonstrating excellent verbal and written communication skills
- Coordinating ideas, rollout and implementation of sales or other related campaigns for teams while promoting contests and campaigns to build enthusiasm
- Facilitating Quality Assurance appeals with QA Liaison and the Banker
- Providing input to Supervisors on staff performance or conduct and escalating for resolution or corrective action as appropriate
- Performing the operational duties of the supervisory position, in the absence of the Supervisor
- Engaging new hires by meeting weekly while in training, listening to calls, introducing them to fellow team members, coordinating welcoming activities, facilitating transition to the floor team
- Scheduling and coordinating team activities as assigned
- Facilitating or co-facilitating team rallies and team meetings
- Special projects assigned
- Identifying and recommending areas of opportunity to increase production and performance
- May assist customers with the following: basic hardware, platform, or software operating system questions; configuration of customers’ operating systems and/or on-line products
- Special projects assigned.
Escalation Banker
Wells Fargo
Charlotte, North Carolina
11.2015 - 03.2016
- Educate new hires by providing excellent internal and external customer service, experience in performing extensive research to resolve complex customer issues, while providing guidance and assistance to more inexperienced team members
- Experience processing complex transactions and performing extensive research to resolve complex customer inquiries
- Ability to interact effectively with internal and external partners and clients/customers
- Ability to navigate multiple computer systems, applications, and utilize search tools to find information
- Ability to troubleshoot common computer problems
- Ability to work effectively in a team environment
- Solid decision making skills
- Strong organizational, multi-tasking, and prioritizing skills
- Handling escalated and unresolved calls from less experienced bankers.
Online Customer Service Representative II Banker Coach
Wells Fargo
Charlotte, North Carolina
05.2015 - 11.2015
- Motivate new hires by providing excellent internal and external customer service, experience with listening and eliciting information effectively, demonstrating excellent verbal and written communication skills
- Committed to the training and development of new hires with speed, accuracy, and professionalism
- 6+ months of coaching and motivating team members
- Coaching and mentoring new hires on performance and graduation standards
- Handling escalated and unresolved calls from less experienced bankers
- Engaging new hires by meeting weekly while training, listening to calls, and facilitating transition to the floor
- Reviewing Virtual Library and related bulletins to stay current on all policy and procedural changes
- 1:1 and/or in group setting to meet defined Sales, Productivity, and Quality metrics
- Continuous floor walking to assist new hire and tenure bankers
- Facilitated in-person as a content expert executing programs/course development plans
- Aiding Bankers in resolving routine and escalated problems through research and utilization of company tools & resources
- Develop action plans for new hires, follow up within a day or week to monitor their progress
- Proven ability with assisting, coaching, and providing feedback in customer service and sales
- Knowledge in Hogan, Customer information View (CIV), soft phone, CSA, and Customer Contact Management (CCM), NICE, Virtual Library
- Ability to effectively listen and elicit information
- Ability to resolve complex customer service issues.
Online Customer Service Representative I
Wells Fargo
Charlotte, North Carolina
06.2014 - 05.2015
- Customer Service focuses, Experience with listening and eliciting information effectively
- Demonstrating excellent verbal and written communication skills, strong PC skills including ability to troubleshoot common problems and navigating the internet/intranet
- Committed to addressing customers concerns with speed, accuracy, and professionalism
- Supporting overall customer goals by efficiently handling a Variety of Customers inquiries
- Minimize call escalations by gaining the customers trust and confidence
- Increased customer loyalty by offering value by adding a product or service
- Proven capacity to troubleshoot issues to ensure customer satisfaction
- Consistently met and exceeded productivity goals
- Maintained a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty
- Knowledge of banking products and services for both consumer and business customers
- Experience in working with consumer and business customers.
Education
Bachelor of Science - Exercise in Sport Science
University of North Carolina at Pembroke
North Carolina05.2013
Skills
- Strategic Planning
- Operations Management
- Cross-Functional Teamwork
- Verbal and written communication
- Project Management
- Team Leadership
- Product Management
Certification
- Licensed Series 99
- Lean Six Sigma- Yellow Belt Certification
Timeline
Manager- Operations, Conversions, & Integrations
LPL Financial
05.2020 - Current
Lead Operations Specialist
LPL Financial
08.2017 - 05.2020
Team Lead
Wells Fargo
03.2016 - 04.2017
Escalation Banker
Wells Fargo
11.2015 - 03.2016
Online Customer Service Representative II Banker Coach
Wells Fargo
05.2015 - 11.2015
Online Customer Service Representative I
Wells Fargo
06.2014 - 05.2015
Bachelor of Science - Exercise in Sport Science
University of North Carolina at Pembroke
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