Shaily Gupta
Ocala
Summary
Dedicated and detail-oriented professional with a strong background in financial services and customer support. Hardworking and highly motivated with a strong commitment to making a difference and transition into the school system. Seeking to take my skills to support students, staff, and families through strong organizational skills, clear communication and a drive to creating a welcoming environment.
Overview
24
24
years of professional experience
Work History
Volunteer
Dr. N.H. Jones Elementary School
09.2014 - 05.2023
- Assisted teachers with classroom activities, preparation of materials, and organization of learning spaces.
- Supported small group instruction by participating in book clubs to help students with reaching their word goals as well as provided one-on-one help to students needing extra guidance.
- Helped with organized field trips by chaperoning students to school events to ensure safety and positive behavior.
- Acted as a mentor for students through a program that allowed individual time to assist with homework, projects while providing emotional support to foster a nurturing environment.
- Helped plan and organize both classroom activities as well as school wide fundraising events.
Branch Operations Specialist
E*TRADE Financial
07.2006 - 07.2009
- Served as a point of contact for brokers and financial advisors in the branch for all operational issues.
- Created internal operational policies and procedures that were implemented in the branch which resulted in greater efficiency in the brokers' daily activities.
- Proactively followed up on all client transfers, wires and paperwork to ensure requests were completed in a timely and seamless fashion.
- Successfully passed all internal and external branch audits and created operational systems that were used in other E*Trade branches across the country.
- Assisted customers in navigating financial products, improving their understanding and decision-making abilities.
Regional Service Manager
Envestnet Asset Management
09.2005 - 06.2006
- Assisted clients with the placement of assets in managed account programs.
- Resolved escalated customer complaints through strong problem-solving skills and effective communication.
- Coordinated resolution of client requests by utilizing the services of the firm's internal operations group and custodians.
- Accurately communicated the capabilities of the managed account program to advisors as well as initiated and tracked all service requests.
- Addressed and responded to inquires regarding client accounts in an efficient manner.
- Delivered consistently high levels of customer satisfaction by monitoring service quality and implementing corrective actions where necessary.
Account Manager
Geneva Investment Management of Chicago
01.2005 - 07.2005
- Established clear communication channels between clients and internal teams, ensuring seamless account execution.
- Worked closely with Portfolio Managers to help maintain and service our client base while providing exceptional customer service.
- Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
- Maintained and reconciled all coordinated portfolio changes using internal systems in a clear and efficient manner.
Client Service/Operations Specialist
Charles Schwab & Co
09.1999 - 12.2004
- Handled escalated client financial concerns with professionalism and empathy, often turning negative experiences into positive outcomes through effective problem-solving techniques.
- Conducted regular performance reviews with team members, identifying strengths and areas for growth while fostering professional development opportunities.
- Collaborated with cross-functional teams to develop comprehensive solutions for complex service issues, improving customer retention rates.
- Cultivated leads and helped to strengthen relationships between internal and external partners.
- Worked with clients to identify investment objectives by matching their investment objectives with appropriate products and services.
- Actively participated in industry conferences and workshops, staying current on best practices for continual improvement of internal systems/processes within service operations functions.
Education
Certificate of Technical Studies - Radiologic Technology
Marion Technical College
Ocala, FLBachelor of Science - Finance/Marketing
Southern Illinois University, Carbondale
Carbondale, IL05-2009
Skills
- Proficiency in time management with the ability to stick to a difficult task yet change course when required
- Ability to work and get along well with others
- Self motivated with the ability to work in a team environment
- Ability to prioritize various tasks effectively within defined guidelines and time constraints
- Support the needs of others while encouraging a positive work environment
Timeline
Volunteer
Dr. N.H. Jones Elementary School
09.2014 - 05.2023
Branch Operations Specialist
E*TRADE Financial
07.2006 - 07.2009
Regional Service Manager
Envestnet Asset Management
09.2005 - 06.2006
Account Manager
Geneva Investment Management of Chicago
01.2005 - 07.2005
Client Service/Operations Specialist
Charles Schwab & Co
09.1999 - 12.2004
Certificate of Technical Studies - Radiologic Technology
Marion Technical College
Bachelor of Science - Finance/Marketing
Southern Illinois University, Carbondale
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