TAKAYLA SCOTT
Katy,TX
Summary
Dedicated professional with extensive experience in strategic planning, support operations, and client retention across diverse areas. Highly organized with proven ability to manage high-volume projects and coordinate efficient workflow. Effectively balances competing priorities in fast-paced, people-facing environments. Formulates mutually beneficial solutions to difficult challenges. Outstanding communicator and relationship-builder known for going above and beyond to ensure best possible outcomes in client service and satisfaction. Regarded as a passionate leader, critical thinker, innovator, and a technical expert.
Overview
11
11
years of professional experience
1
1
Certification
Work History
WEALTH MANAGEMENT TRANSITION SPECIALIST
Rockerfeller Capital Management
11.2023 - Current
- Serve as the primary point of contact for clients undergoing transitions, including onboarding, offboarding, and account changes
- Coordinate with internal teams, including wealth advisors, investment managers, and operations staff, to ensure smooth and efficient transitions while maintaining client satisfaction
- Conduct thorough analysis of client needs and preferences to customize transition plans and address any concerns or challenges
- Develop and implement process improvements to enhance the transition experience, resulting in [95%] increase in client satisfaction ratings
- Provide ongoing support and communication to clients throughout the transition process, proactively addressing issues and keeping clients informed of progress
BUSINESS OPERATIONS SPECIALIST
Johnson Financial Group
11.2022 - 11.2023
- Served as business operations specialist; managed operational tasks: assisted with training, leading a team, and assigning work from projects
- Performed verification of documents and uploaded to NETEX 360 and DocuSign; assigned special products, set up and maintained assets, set up new accounts, and the free-asset movement process as necessary
- Collected, organized, and provided data to maintain program status and customer commitments; also, collected, arranged, and input information from SEI to Pershing systems
- Produced, updated, and distributed daily/monthly reports using Microsoft Excel; participated in meetings and associated events- helped to define and achieve organizational objectives
SUITABILTY SPECIALIST
JPMorgan Chase
12.2021 - 06.2023
- Performed suitability updates, maintenance based on client/investor instructions; researched client documentation which ensured full suitability- documented accurately according to FINRA Rule 2111
- Obtained and redirected client instructions as appropriate; resolved questions, investigated issues, and developed satisfactory response to concerns of clients
- Trained, developed, and supported business, product, and technology partners; assisted with testing and implementing effective changes, impacting the various systems used by team members
- Represented the Client Reporting Options Suitability Hub as subject matter expertise (SME) on projects with impact to the process; verified work processes with team members to identify and resolve data issues
- Anticipated challenges and implemented solutions in managing expectations of the internal business partners- provided a positive client experience
- Capture and categorize client issues and proposed enhancements the process and assist with defining requirements; analyzed opportunities to reduce costs, provide automation, and analyze fluctuations in key metrics
RESEARCH AND ADJUSTMENTS REP III
Bank of America
11.2015 - 01.2021
- Reviewed daily incoming research and adjustment inquiries; resolved differences, answered service requests and inquiries received from various channels; and determined accounting entries/made appropriate dispositions
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business- ensured all cases were resolved in full compliance with industry regulations and bank procedures
- Processed legal documents, handled reclamation calls, and assisted with back-office functions; escalated manager calls, provided support, coaching, and training to other researchers within the department
CUSTOMER SERVICE REP C&R SPECIALIST II
Bank of America
10.2016 - 01.2017
- Served as an SME; assisted with new hire orientation; helped large volume, upwards of 100 customers on a daily basis- focused on customer satisfaction
- Provided appropriate responses to customer calls and emails regarding questions about products and services; evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service
- Entered customer interaction details in sales system to track requests, document problems, and recorded solutions offered; assisted with back office; processed charged-off deposit accounts and consumer & business cards
COLLECTOR I
Bank of America
11.2015 - 01.2016
- Worked in call center environment, processing manual and automatically dialed outbound calls; and negotiated to college balance in full
- Resolved challenging situations with friendly and effective strategies- consistently achieved performance goals and objectives
- Reviewed collection reports to determine status of collections and amounts of outstanding balances; applied effective techniques to determine reasons for delinquency of debtor
STORAGE MANAGER
Public Storage
04.2014 - 11.2015
- Trained and mentored store personnel using interpersonal communication in a fast-paced workplace while managing inventory control, cash control, and store opening & closing procedures
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation
- Maintained financial reporting and bookkeeping systems; maximized sales and minimized shrinkage through world class customer service and 100% compliance to standard operating procedures
DOCUMENT PROCESSOR
Citi Bank
08.2013 - 04.2014
- Utilized and maintained document control system; updated work instructions, procedures, and associated databases; coordinated with internal staff to process documents and sent for closing
- Performed document reproduction, printing documents from electronic sources: email attachments, PDF files, and cloud storage
- Provided assistance with inbound and outbound document processes, document sorting, logging and work order creation; assisted in continuous improvement activities while developing and maintaining resulting documents
Education
Business Administration & Management -
Pennsylvania College of Technology
Williamsport, PAProject Management Cert -
Project Management Institute
Skills
- Stakeholder Engagement
- Team Performance
- Project Management
- Finance
- Communications
- Efficiency/Cost-Effective Resource Optimization
- Implementation
- Time Management
- Project Development
- Client Database
- Quality Assurance
Certification
Project Management Cert, Project Management Institute
Coreexpertise
- Stakeholder Engagement
- Team Performance
- Project Management
- Finance
- Communications
- Efficiency/Cost-Effective Resource Optimization
- Implementation
- Time Management
- Project Development
- Client Database
- Quality Assurance
Timeline
WEALTH MANAGEMENT TRANSITION SPECIALIST
Rockerfeller Capital Management
11.2023 - Current
BUSINESS OPERATIONS SPECIALIST
Johnson Financial Group
11.2022 - 11.2023
SUITABILTY SPECIALIST
JPMorgan Chase
12.2021 - 06.2023
CUSTOMER SERVICE REP C&R SPECIALIST II
Bank of America
10.2016 - 01.2017
RESEARCH AND ADJUSTMENTS REP III
Bank of America
11.2015 - 01.2021
COLLECTOR I
Bank of America
11.2015 - 01.2016
STORAGE MANAGER
Public Storage
04.2014 - 11.2015
DOCUMENT PROCESSOR
Citi Bank
08.2013 - 04.2014
Business Administration & Management -
Pennsylvania College of Technology
Project Management Cert -
Project Management Institute