Vanessa Fernandez
Clermont,FL
Summary
Dynamic and results-driven professional with over 17 years of experience in financial business operations, process improvement, team leadership and adaptive team player. Adept at analyzing and streamlining business operations, implementing system solutions and managing cross-functional teams to deliver business objectives. Proven expertise in building strong client relationships, driving operational efficiency, problem-solving, significantly contributing to team success and executing projects with precision.
Seeking to leverage analytical and leadership skills as a Manager- Business Analyst at Charles Schwab.
Overview
18
18
years of professional experience
Work History
International New Account Specialist
Charles Schwab
Orlando, FL
06.2023 - Current
- Reviewed and processed International Schwab account applications and new account maintenance while applying business judgment, and balancing client needs with risk management for the firm.
- Partnered with clients and internal business partners via multiple communication channels, including chats and emails, to resolve account inquiries and ensure seamless account processing.
- Engaged in identifying opportunities to streamline processes, reduce client effort, and enhance the overall client experience.
- Demonstrated flexibility in a fast-paced environment by managing multiple priorities, and meeting quality standards for account processing and client support.
- Worked collaboratively with team members to deliver high-quality service, meet client expectations, and support operational business goals.
- Manage multiple tasks accurately and effectively while maintaining productivity and efficiency goals.
- Verified client information and documents to ensure international compliance with applicable laws and regulations are held within company standards and procedures.
- Work as a subject matter expert with internal retail partners, ensuring OFAC procedures are processed in a timely manner.
New Account Specialist- OSAS
Charles Schwab
Orlando, FL
02.2021 - 06.2023
- Reviewed and processed Schwab account applications, applying business judgment, and balancing client needs with risk management for the firm.
- Partnered with clients and business partners via multiple communication channels, including inbound and outbound calls, chats, and emails, to resolve account inquiries and ensure seamless account processing.
- Engaged in identifying opportunities to streamline processes, reduce client effort, and enhance the overall client experience.
- Demonstrated flexibility in a fast-paced environment by managing multiple priorities, and meeting quality standards for account processing and client support.
- Worked collaboratively with team members to deliver high-quality service, meet client expectations, and support operational business goals.
- Manage multiple tasks accurately and effectively while maintaining productivity and efficiency goals.
- Served as a subject matter expert for the complex processes involved in opening new accounts for the OSAS department.
- Partnered with cross-functional teams, such as WST and Move Money, on developing and maintaining training materials, including job aids, while hosting presentations on new account processing.
- Provided personal coaching opportunities to team members for New Account processing.
- Built material designed to lead turbos within the team and department while hosting team meetings.
- Provided leadership and mentorship to an incoming intern.
- Contributed to an Advisor Visit through an in-depth New Accounts overview presentation.
Senior New Accounts Representative- Elite
TD Ameritrade
San Diego, CA
12.2012 - 02.2021
- Provide accessible sources of New Accounts knowledge by serving as a subject matter expert to the Regional Service Team, Principal Review, Cash Management, and Transfers department, along with delivering exceptional service while building rapport with our Advisors and their staff.
- Manage back office needs and effectively process Advisor transactions using internal workflow systems such as AAA, Trex, Outlook, Salesforce, RAO, and EWA.
- Follow departmental standard procedures with a high degree of accuracy.
- Analyze all paperwork received, document, and notify clients of pending issues while working closely with clients for resolution, and accurately process accounts as they are resolved.
- Review and process cash management and banking needs that advisors may have for their clients.
- Satisfy the special needs of existing account holders by providing quick, concise, and accurate information.
- Perform in-depth research on issues, as well as identify the best courses of action to best serve the client and protect the firm from liability.
- Review and analyze any and all parts of the transfer process to ensure completeness and compliance with industry and company rules.
- Serve as a subject matter expert by assisting the System and Project Management team with testing and release projects to help improve TDA procedures, systems, and programs.
- Assist management and the team with assigned daily projects and reports.
- Assist the team manager in the dissemination and explanation of changes in new account procedures and new information to team members.
- Analyzed existing processes and identified areas of improvement for efficiency gains.
- Created training materials and procedures for the team, while coordinating and assisting with the training of new members to the Elite New Accounts team.
Senior Relationship Manager- Custom Solutions
TD Ameritrade
San Diego, CA
12.2011 - 12.2012
- Provide accessible sources of New Accounts knowledge by serving as a subject matter expert to the Regional Service Team, Correspondence Review, Cash Management, and Transfers department, along with delivering exceptional service while building rapport with our Advisors and their staff.
- Handled documentation processes efficiently for high-level clients and advisors.
- Create and follow up on Remedy tickets on behalf of associates for system-related and/or program access.
- Assist with setting up incoming and outgoing transfers.
- Assist with the setup and maintenance of Cash Management.
- Serve as a subject matter expert by assisting the System and Project Management team with testing and release projects to help improve TDA procedures, systems, and programs.
- Assist with the training of faxes and electronic usage of client paperwork, using internal systems such as Kofax and Workflow, being introduced to the department.
- Collaborated with management and the team to deliver assigned reports and projects on time.
Senior Representative Lead- New Accounts
TD Ameritrade
San Diego, CA
12.2010 - 12.2011
- Responsible for maintaining supervisory and company daily reports.
- Assist the project management team with testing projects to help improve TDA procedures, systems, and programs.
- Hold daily group huddles and weekly individual associate meetings on department duties and/or associate development.
- Substitute for team manager(s) when manager(s) were unavailable such as assisting with managerial duties.
- Being available for all questions and inquiries from associates and other departments in applying Stellar Service at all times.
- Manage the supervisor queue in Workflow by tracking associate errors and updating client accounts as needed.
- Create developmental and training plans for individual associates.
- Enforced company policies and procedures to strengthen operational standards across departments.
- Planned and prepared workflow schedules, delegating tasks for a 40+ member New Accounts team.
- Managed personnel scheduling, facilitating adequate coverage to meet demand.
- Implemented training processes for newly hired employees and supervised department associates and shift leads.
- Delegated daily tasks to team members to optimize group productivity.
- Directed and led employees, supervising activities to drive productivity and efficiency.
- Assisted managers in evaluating employee performance and cultivating improvement initiatives.
- Mentored staff to enhance skills and achieve daily targets, such as TD Ameritrade's service level agreement and deadlines, using hands-on and motivational leadership.
New Accounts Representative
TD Ameritrade
San Diego, CA
11.2006 - 12.2010
- Processing client/advisor information electronically, such as money market changes, address changes, adding or deleting interested parties, and powers of attorney, as well as updating beneficiaries on IRA accounts.
- Sorted and scanned mail based on checks and documentation for processing.
- Assign preassigned new account applications account numbers based on advisor firm rep codes.
- Process faxes using the internal system, Kofax, by using the quality control process on new account applications and correspondence paperwork for new and existing accounts to push through to workflow electronically.
- Responsible for opening multiple new electronic accounts daily.
- Ability to do data entry into AAA, Workflow, BOS Web, Salesforce, and RAO, and efficient use of the telephone systems.
- Provide assistance to the project management team with system issues and/or testing imaging releases.
- Provide accurate and responsive information in assisting service teams, or other departments, in problem-solving for existing or new account holders.
- Developed strong relationships with internal partners by providing personalized assistance and support, participating in assigned daily hotline calls.
Education
High School Diploma -
Academy Of Mount St Ursula
Bronx, NY06.2001
Skills
- Team Leadership & Collaboration
- Business Development & Understanding
- Inbound & Outbound Calling
- Customer service
- Data Evaluation & Entry
- Document management
- Enthusiastic Mindset
- Microsoft Office, Outlook, Windows XP, Excel
- Problem Solving
- Process Analysis & Improvement
- Project Oversight & Execution
- Relationship Development
- Senior Leadership Support
- System Testing & Implementation
- Team Building
- Troubleshooting
- Quality Assurance & Compliance
ERG Leadership Opportunites
PRIDE- Co Chair 01/2022-06/2004
- Brainstorm ideas as an Employee Resource Group, Pride, to uphold the company's core beliefs of diversity and inclusion, creating a safe space for the LGBTQIA+ community at Charles Schwab.
- Upholding Pride's goal to find ways to bring a more diverse and inclusive community and culture to Charles Schwab.
- Develop a strong employee resource group at Charles Schwab by creating a safe space for associates to bring their authentic selves to work.
- Meet and partner with all ERG groups across Schwab locations on striving to maintain Charles Schwab's core value of diversity and inclusion in the workplace.
- Organize Charles Schwab-sponsored networking events and volunteering opportunities to promote diversity awareness within the company.
- Assist in associate engagement by taking part in diversity and inclusion meetings.
- Analyzed data collected through surveys or focus groups regarding employee experiences with respect to inclusion issues in the workplace.
- Identified areas where further education may be required among staff members concerning cultural sensitivity or other relevant topics.
- Collaborated with Pride sponsors in creating new company traditions by organizing Schwab's first-ever pride flag ceremony at the Orlando location during Pride Month.
- Assist with upholding and designing the Orlando Pride Erg source web page.
- Assisted the Diversity and Inclusion Pride chair committee across all Schwab locations on organizing and preparing for a yearly National Pride event during pride month
ALLIES Co-Lead TD Ameritrade 12/2013-02/2021
- Brainstorm ideas as an Associate Resource Group, ALLIES (Associates Leading LGBT Initiatives Engagement & Success), to uphold the company's core beliefs of diversity and inclusion, creating a safe space for the LGBTQIA+ community at TD Ameritrade.
- Allies' goal is to find ways to bring a more diverse and inclusive community and culture to TD Ameritrade.
- Develop a strong ally program at TD Ameritrade by creating a safe space for associates to bring their authentic selves to work.
- Work with the Allies group across all TD Ameritrade locations on striving to have TD Ameritrade score 100% on the Human Rights Corporate Equality Index.
- Organize TD Ameritrade-sponsored networking events, workshops, seminars, fundraising, and volunteering opportunities to promote diversity awareness within the company.
- Assist in associate engagement by taking part in diversity and inclusion meetings.
- Analyzed data collected through surveys or focus groups regarding employee experiences with respect to inclusion issues in the workplace.
- Identified areas where further education may be required among staff members concerning cultural sensitivity or other relevant topics.
Associate Counsel Member - TD Amertrade 12/2012-12/2013
- Organized and strategized group activities among associates for the San Diego office at TD Ameritrade to help improve associate experience.
- Identify, capture, and communicate the needs and desires of Associates in an organized way.
- Build communication bridges across departments and other business units.
- Foster a fun, collaborative, and inclusive work environment in which all associates are welcome to participate and have a voice.
- Promote employee engagement through community service, social networking, and professional development opportunities.
Timeline
International New Account Specialist
Charles Schwab
06.2023 - Current
New Account Specialist- OSAS
Charles Schwab
02.2021 - 06.2023
Senior New Accounts Representative- Elite
TD Ameritrade
12.2012 - 02.2021
Senior Relationship Manager- Custom Solutions
TD Ameritrade
12.2011 - 12.2012
Senior Representative Lead- New Accounts
TD Ameritrade
12.2010 - 12.2011
New Accounts Representative
TD Ameritrade
11.2006 - 12.2010
High School Diploma -
Academy Of Mount St Ursula
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