skylercareaga

Managed end-to-end service execution for 50+ Ultra High Net Worth relationships representing more than $500 million. Led cross-functional coordination across Treasury, Trust, Legal, Risk, Compliance, Technology, Tax, Investments, and Operations. Directed the operational execution of a $1.2 billion international distribution involving 314 beneficiaries across multiple jurisdictions. Tracked complex requests from initiation through completion, surfaced risks early, resolved service issues, and served as a senior resource for a seven-associate team while coaching newer associates on workflow consistency, customer communication, and execution.

Served as a senior escalation and issue-management resource for Financial Advisors, leaders, and frontline service professionals, resolving complex operational and customer-experience matters. Owned sensitive escalations from intake through closure by investigating root causes, coordinating accountability, communicating progress, and driving timely resolution. Partnered across Fraud Investigations, Trade Support, Move Money, Technology, Client Advocacy, and Operations. Used Salesforce Service Desktop to document customer needs, track open issues, identify recurring trends, and surface process improvements that strengthened consistency and the advisor experience.

Coordinated advisor onboarding and platform adoption during the TD Ameritrade-to-Schwab conversion, initially supporting 29 advisors across five branches and later more than 50 advisors. Guided advisors and branch teams through new systems, procedures, and workflows while serving as a consistent point of contact throughout the conversion. Researched and resolved complex operational issues across multiple locations, reviewed brokerage documentation and account-transfer requests for completeness and compliance, and implemented standardized procedures that reduced paperwork errors and Not-In-Good-Order recovery time. Built strong relationships with Financial Consultants and branch leaders, completed the Aspiring Leadership Program, mentored new associates, and received an Exceeds Expectations performance review.

Supported customers through a high-volume platform conversion, resolving complex inquiries and guiding members through new systems, transactions, and documentation requirements. Managed concurrent service requests by clarifying customer needs, setting expectations, tracking follow-up, and ensuring accurate completion. Learned multiple systems and workflows within weeks while maintaining responsive service and a consistent customer experience. Identified workflow improvements that reduced Not-In-Good-Order paperwork, strengthened operational accuracy, and improved processing efficiency.

Served as a first point of contact for investment clients, resolving account questions and guiding customers through digital tools, procedures, and next steps. Translated complex financial and regulatory information into clear, practical guidance that strengthened customer confidence and platform adoption. Developed a strong foundation in customer needs assessment, regulated service delivery, and Lean process improvement while passing the SIE, Series 7, and Series 63 examinations on the first attempt.

Directed customer relationships, operational delivery, business development, recruiting, staffing, financial oversight, and strategic growth for an entrepreneurial power and technology business. Owned the customer lifecycle from initial acquisition and onboarding through project execution, ongoing service, retention, and relationship expansion. Translated customer and stakeholder requirements into coordinated action plans, managed competing priorities, and drove initiatives from concept through delivery. Recruited, trained, coached, and managed employees while establishing performance expectations, accountability, and consistent service standards. Built and maintained strategic partnerships and coordinated with executive, commercial, community, and technical stakeholders on complex initiatives requiring research, planning, negotiation, communication, and cross-functional execution. Served as a senior escalation point for customer, partner, and operational challenges, identifying obstacles, coordinating solutions, and maintaining clear communication through resolution. Monitored staffing requirements, operating expenses, financial performance, customer commitments, and resource needs to support informed growth and operating decisions. Balanced customer expectations with operational capacity, staffing, financial priorities, and long-term business objectives in a fast-moving entrepreneurial environment.

Managed a relationship base that was approximately 90% business-focused, serving business owners and companies as a primary resource throughout the customer lifecycle. Used consultative discovery to understand customer priorities, coordinate appropriate solutions, and strengthen retention and relationship growth. Partnered with branch leadership and product specialists to resolve issues, align internal resources, and move complex customer requests through completion. Maintained disciplined follow-up across customers and internal partners, communicated next steps clearly, and ensured commitments were completed. Earned recognition for strong performance in customer relationship development, new accounts, deposits, lending, and appropriate relationship expansion.

Led customer experience, relationship growth, employee development, and daily branch operations for a high-volume banking environment serving business owners, affluent clients, and consumer households. Directed hiring, onboarding, scheduling, training, coaching, performance management, and daily workflow coordination while establishing clear service, productivity, and accountability standards. Used consultative discovery to identify customer needs, strengthen retention, and expand relationships across deposits, lending, new accounts, account maintenance, and other banking services. Reviewed service results and employee performance to identify gaps, establish coaching priorities, reinforce effective practices, and improve team consistency. Owned escalated customer issues from initial research through resolution, coordinating internal resources, setting expectations, and ensuring dependable follow-through. Helped transform an underperforming branch from approximately #98 to #2 within six months by strengthening coaching routines, employee accountability, customer conversations, and operational execution. Guided the branch through organizational change and acquisition activity while maintaining customer confidence, employee engagement, service standards, and operational accuracy. Balanced growth objectives with documentation requirements, risk awareness, regulatory controls, and the needs of both customers and employees. Earned Q2 APEX recognition as a Top-2 performing branch, reflecting strong results in customer service, relationship development, team leadership, and operational performance.

Built and managed small-business relationships through proactive outreach, consultative needs discovery, customer education, and consistent follow-through. Served as a primary point of contact for business owners, resolving service issues and coordinating solutions across deposits, lending, credit, cash management, account services, and specialized financial resources. Generated approximately 90% of the branch’s business-product sales by developing new relationships, deepening existing accounts, and connecting customers with solutions based on their operating needs. Used a relationship-based approach rather than transactional product pitching, considering both business and personal priorities to deliver a more complete customer experience. Coordinated referrals and follow-up across internal specialists to ensure complex customer needs continued progressing toward resolution. Strengthened customer retention and satisfaction by setting clear expectations, providing accurate guidance, and maintaining ownership through completion. Received Bank of America’s Award of Excellence in December 2005 for outstanding customer service and business-development performance.