CHARLES SCHWAB Client Account and Data Control
Project Partner for Returned Mail Managed all aspects of firm-wide 200k+ returned USPS mail items program. Responsibilities included: review of all items, analysis of results; isolating and solving issues. Led quality-related client complaint investigations, ensuring clients contacted as needed. Managed program pipeline including item delivery, secure storage and distribution on a daily basis Generated daily status report, managed forecasting and actualization of weekly and monthly totals Led training of multiple team members in review process: account review for data accuracy, freezing as necessary per company standard. All returned checks were given to me to be internally sent to the correct departments Rewrote procedures to improve the identification and documentation of anomalies and issues to increase productivity levels and efficiency Successfully initiated and managed beta test of solution to eliminate the need for physical delivery and sorting. Utilizing 3rd party provider created new process that tracked returned mail via barcodes reporting in MS Excel, capturing all items on a spreadsheet report. After successful test phase solution was implemented, program responsibility shifted resulting in an increase of team resources.