Sabrina Duven
Charles Schwab
Fort Worth
1
Language
14
years of professional experience
Banking Services Operations professional managing 41+ requests per day across client communications, escalation workflows, and standardized messaging to resolve service requests and reduce back-and-forth. Builds clear internal and client-facing updates that keep partner teams aligned and improve timeliness across daily banking services work. Coaches staff monthly on de-escalation and message clarity to strengthen service quality.
Work History
Banking Services Operations
1 Year 1 Month- Managed day-to-day banking services communications as primary point of contact between internal teams and clients, resolving service requests to streamline interactions.
- Developed and implemented standardized communication protocols, templates, and escalation paths to improve consistency, timeliness, and client experience.
- Drafted and maintained client-facing updates and internal operational messaging to support service delivery and keep stakeholders informed.
- Coordinated cross-functional process updates by gathering inputs from partner teams, documenting changes, and facilitating adoption through clear guidance.
- Trained and coached staff on client communication standards, de-escalation, and message clarity to enhance service interactions and ensure quality outcomes.
Office Manager
9 Months- Implemented new communication tools and standardized message workflows to streamline patient scheduling and inquiry handling, reducing back-and-forth and improving response consistency.
- Owned day-to-day office communications for a dermatology practice, serving as the primary point of contact for patients and staff and keeping scheduling, inquiries, and follow-ups moving accurately in a high-volume environment.
- Developed and updated patient-facing administrative content and templates for common requests and appointment communications, enhancing clarity and minimizing repeat questions.
- Streamlined office processes and documentation to enhance attention to detail in scheduling and administrative tasks, contributing to overall workflow efficiency.
- Coached team members on communication best practices for patient interactions, fostering a consistent tone and service approach while promoting a positive, team-oriented work environment.
Senior Representative Brokerage Operations
2 Years 9 Months- Led client onboarding initiatives, ensuring seamless integration into financial systems.
- Enhanced customer service protocols, improving client satisfaction and retention rates.
- Mentored junior representatives, fostering professional development and skill enhancement.
- Streamlined communication processes between departments to improve operational efficiency.
- Developed training materials for new hires, standardizing onboarding procedures across teams.
- Resolved issues through careful research and follow-up with customers.
- Provided detailed performance reports for management review, facilitating data-driven decision making.
- Developed comprehensive knowledge of industry trends, regulatory requirements, and best practices in order to provide informed guidance to clients.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
Customer Relationship Advocate
1 Year 6 Months- Resolved customer inquiries and issues with promptness, ensuring high satisfaction levels.
- Developed strong client relationships through effective communication and personalized service.
- Assisted in onboarding new clients by guiding them through account setup processes.
- Collaborated with team members to streamline support processes and enhance service delivery.
- Maintained accurate records of client interactions using CRM software for improved tracking.
- Led initiatives aimed at enhancing customer experience through innovative solutions and strategies.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Provided exceptional service to high-value clients, ensuring long-term loyalty and repeat business.
- Improved operational efficiency by creating detailed reports on customer interactions for internal review and analysis.
- Created a welcoming environment for clients by consistently exhibiting professionalism, empathy, and patience during all interactions.
Defined Contribution Rep | Onboarding Leader
1 Year 2 Months- Assisted clients in understanding plan options and benefits
- Facilitated training sessions for new hires, ensuring proper understanding of company policies and procedures related to 401K administration.
- Maintained compliance with regulatory requirements and internal policies
- Maintained sensitive information with strict confidentiality and modeled ethics, professionalism and service orientation in employee interactions.
- Assisted clients with account inquiries and transaction processing.
- Provided support in resolving customer issues through effective communication.
- Delivered information on financial products and services to enhance client understanding.
- Collaborated with team members to streamline operational processes and improve service delivery.
- Assisted with employee and manager benefits inquiries and routinely handled complex questions and resolutions.
Office Manager
6 Years 2 Months- Managed daily office operations, ensuring smooth workflow and effective communication among staff.
- Coordinated patient scheduling and appointments, optimizing clinic efficiency and patient experience.
- Implemented inventory management systems, maintaining adequate supplies for clinical needs.
- Developed office procedures to enhance productivity and ensure compliance with industry standards.
- Streamlined appointment scheduling to enhance patient flow and minimize wait times.
- Implemented electronic health record systems to improve data accuracy and accessibility.
- Managed medical billing processes, ensuring compliance with insurance protocols and regulations.
- Coordinated staff training programs, fostering professional development and operational efficiency.
- Led initiatives to improve patient satisfaction scores through feedback analysis and process adjustments.
- Oversaw inventory management, ensuring adequate supply levels for smooth office operations.
- Collaborated with healthcare providers to align treatment protocols with best practice guidelines.
- Assessed processes and procedures, complying with OSHA, and HIPAA regulations.
- Maintained strict confidentiality of sensitive patient information, adhering to HIPAA guidelines and safeguarding against potential data breaches.
- Created and managed electronic patient records, encompassing data entry and administrative functions related to insurance, billing, and accounts receivable.
- Enhanced patient care by establishing strong relationships with medical professionals, including physicians, nurses, and technicians.
- Maintained up-to-date knowledge of healthcare regulations and policies, ensuring the practice remained in compliance at all times.
- Coordinated regular staff meetings to address challenges, discuss solutions, and share best practices within the team.
- Provided proper scheduling of patients, ensuring timely, and effective allocation of resources and calendars.
Education
Bachelor of Liberal Arts - Communications
Skills
External communications
Verbal communication
Interpersonal communication
Writing
Communication protocols
Internal communications
Client correspondence
Service recovery
Cross-functional coordination
Escalation management
Process documentation
Training facilitation
Client service support
Workflow coordination
Quality assurance
Customer relationship management
Languages
English
Native or Bilingual
Timeline
Banking Services Operations
Charles Schwab
07.2025 - CurrentRead More
Office Manager
Bare Dermatology
10.2024 - 07.2025Read More
Senior Representative Brokerage Operations
Fidelity Investments
01.2022 - 10.2024Read More
Customer Relationship Advocate
Fidelity Investments
06.2020 - 12.2021Read More
Defined Contribution Rep | Onboarding Leader
Fidelity Investments
04.2019 - 06.2020Read More
Office Manager
Derry Dermatology
01.2013 - 03.2019Read More
University of Texas at Permian Basin
Bachelor of Liberal Arts from Communications
Read More