Arts and Culture
Spring Williams
Cape Coral,FL
Summary
Skilled specialist with proven track record of world class customer service with a 100% client retention rating. Adept at team collaboration and flexible in adapting to an ever changing environment as exhibited at Charles Schwab. Expertise in compliance and regulation management, consistently driving successful outcomes leading to recruitment and promotions throughout my career. Seeking a new opportunity to exhibit how my unique skillset will best suit your needs.
Overview
12
12
years of professional experience
Work History
Enhanced Specialist
Charles Schwab & Co
02.2021 - 06.2024
- Improved customer satisfaction rates by 70% through proactive problem-solving and efficient complaint resolution; securing the retention of at risk clients.
- Collaborated with cross-functional teams to achieve Enhanced Specialist role for at-risk clients for a team of 156 clients and secured 100% retention rating with timely and accurate issue resolution.
- Adapted to changing environment through a work-from-home transition and major industry changes with the merger of TD Ameritrade and Charles Schwab.
Full Level Tax
ADP
09.2018 - 02.2021
- Managed payroll, gathered confidential financial documents, and filed quarterly and year-end taxes for a 15-31 client base each with 50-1000 employees.
- Generated accurate employee W-2s for 15-31 clients, each with an employee base of 50-1000 employees at year end.
- Ensured compliance with tax regulations and federal and state deadlines.
Assistant to the Chair of the Arizona Business Program
Wilkes University
10.2015 - 05.2017
- Organized calendars, scheduled meetings, and arranged travel for the Chair of the Arizona Business Program.
- Coordinated all Arizona student services functions and financial aid, managed administrative operations, and supervised student employment.
- Developed and taught courses including ENT 201, ENT 203, ENT 252, MGT 251, MKT 221, and MKT 385 at Wilkes University in Mesa, Arizona.
Operation Technician
City of Phoenix
10.2014 - 05.2015
- Followed industry and compliance regulations to ensure a safe and effective work environment.
- Developed troubleshooting skills and expertise in equipment maintenance.
- Demonstrated expertise in equipment operation, contributing to higher quality outputs within tight deadlines.
Interim Security Supervisor
Phoenix Art Museum
12.2012 - 10.2014
- Managed a team of 48 security staff at Phoenix Art Museum, overseeing schedules, event set-up, and communication with emergency personnel.
- Developed a comprehensive training manual for the 300 person capacity Whitman Lecture Hall, enhancing safety protocols and operational efficiency.
Education
MBA -
Wilkes University
BA - Museum Studies
Arizona State University
BA - Art History
Arizona State University
BS - German Language
Arizona State University
Skills
- Retention Management
- Customer relations
- Expert problem solving
- Analytical thinking
- Documentation management
- Quality assurance
- MS Office
- Communication
- Project Management
- Organization
- Compliance
- Regulation Management
References
Available upon request
Interests
Outdoor Recreation
Sailing
Timeline
Enhanced Specialist
Charles Schwab & Co
02.2021 - 06.2024
Full Level Tax
ADP
09.2018 - 02.2021
Assistant to the Chair of the Arizona Business Program
Wilkes University
10.2015 - 05.2017
Operation Technician
City of Phoenix
10.2014 - 05.2015
Interim Security Supervisor
Phoenix Art Museum
12.2012 - 10.2014
BA - Museum Studies
Arizona State University
BA - Art History
Arizona State University
BS - German Language
Arizona State University
MBA -
Wilkes University