Shasta M Phillips
Boyd
Summary
Decisive management professional seeking challenging position in an established organization that will capitalize on personnel, managerial, service and sales skills developed over a progressive fourteen year career.
Overview
18
18
years of professional experience
Work History
Director, Corp. Actions Processing
Charles Schwab.
12.2016 - 12.2023
- Directly responsible for the supervision and production of multiple client services teams including After Hours service teams, Electronic Communications team and Spanish service team
- Collaborate with senior leadership to define and execute on strategies to achieve optimal productivity standards and deliver best in class client experience
- Supervise daily operations and sales functions to ensure maximization of revenue, client satisfaction and employee productivity,
- Develop and implement business continuity plans
- Apply performance data to evaluate and improve operations, target current business conditions and forecast needs
- Achieve high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitation of proactive work environment
- Partner with business leaders to deliver services that support company objectives and are consistent with corporate values
- Work with recruiting teams and human resources representatives to accomplish hiring objectives
- Developed mentoring program to support new hire training program
Amerivest Operations Manager
TD Ameritrade
05.2016 - 12.2016
- Manage overall operational functions of Amerivest Support department
- Lead group of dynamic associates to provide best in class service for Amerivest clients through accurate processing and first contact resolution
- Partner with business partners to mitigate firm/client risk and ensure optimal operational functions
- Support branch partners in Goal Planning sessions, account opening process and unique/escalated client issues
- Deploy, implement and sustain LEAN principles in daily operations strategies
- Developed team communications and information for department meetings
Tax Services Team Manager
TD Ameritrade
03.2011 - 04.2016
- Manage a multifunctional team of associates to provide tax related services to internal and external TD Ameritrade clients
- Contribute to the development of departmental strategy and oversee implementation among department associates
- Design and deliver tax and cost basis education to team members, business partners and clients
- Create a team environment that fosters comradery, a desire for success and a genuine interest in and concern for the needs of our clients
Team Manager, Quote/Auth Team
TD Ameritrade
08.2010 - 02.2011
- Provide leadership to a team of associates as they act as the face of TD Ameritrade
- Coach each associate to reach their full potential as a Client Services representative through goal setting, accountability and customized training
- Work with various levels of management to attain client satisfaction through prompt and efficient resolution of issues
- Help each associate understand and find value in the corporate vision and core values of TD Ameritrade
Assistant Team Manager
TD Ameritrade
11.2006 - 08.2010
- Coach and motivate associates to identify opportunities to provide clients with additional services and improve the clients overall experience with TD Ameritrade
- Assist team members in recognizing the importance of adhering to company policy and setting goals to achieve those bench marks
Broker/Client Service Representative
TD Ameritrade
12.2005 - 11.2006
- Serviced clients' accounts by processing trades and resolving client service issues
- Provided the highest level of client service on each and every call to further the TD Ameritrade brand
Education
Bachelor of Science -
University of North Texas
Denton, TX2001
Skills
- Strategic planning
- Project management
- Process improvement
- Customer needs assessment
- Recruitment and talent development
- Multi-operations management
- Complex problem solving
- Key relationship management
- Motivational/public speaker
- Excellent managerial techniques
Accomplishments
President’s Club- ATM 2009
Top Customer Service Team 2010
TOPS Winner 2012
President's Club- Manager 2016
Timeline
Director, Corp. Actions Processing
Charles Schwab.
12.2016 - 12.2023
Amerivest Operations Manager
TD Ameritrade
05.2016 - 12.2016
Tax Services Team Manager
TD Ameritrade
03.2011 - 04.2016
Team Manager, Quote/Auth Team
TD Ameritrade
08.2010 - 02.2011
Assistant Team Manager
TD Ameritrade
11.2006 - 08.2010
Broker/Client Service Representative
TD Ameritrade
12.2005 - 11.2006
Bachelor of Science -
University of North Texas
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