Business Development Customer Relationship

DASHON MURRAY Mobile: 803-***-****

Email: *************@*****.***

QUALIFICATIONS

Customer Relationship Management Phone, Online & Application Support Problem-Solving Customer Needs Analysis Forecasting & Planning Business Development Operational Analysis Product Management Revenue Management Inventory Management Claims Handling Data Migration

TECHNICAL SKILLS

Software: Focuspoint, Mainframe, Active Directory, XTRAC, RWOE, Genesys, Office 365, Outlook, Zoom, Opera, Salesforce, SharePoint Online, Oracle, Excel and Microsoft Teams

WORK EXPERIENCES

RETIREMENT REPRESENTATIVE Fidelity Investments Denver, Colorado November 2023 – April 2024

• Engaged in comprehensive planning conversations with self-employed individuals, plan administrators, small business owners, and their employees to manage and interpret retirement products

• Processed intricate account requests, including opening small business retirement accounts, managing contributions and distributions, executing rollovers, correcting tax forms, calculating required minimum distributions, and facilitating Roth conversions for retirement brokerage accounts

• Demonstrated proficiency in plan administrator duties for small business retirement plans, including:

-Understanding plan termination procedures

-Adhering to inherited IRA rules pre- and post-SECURE ACT 2.0

-Managing first-year required minimum distribution processes

-Overseeing and executing return of excess contributions and recharacterization processes

HIGH NET WORTH ASSOCIATE Fidelity Investments Denver, Colorado December 2022 – November 2023

CUSTOMER RELATIONSHIP ASSOCIATE Fidelity Investments Denver, Colorado August 2021 – December 2022

• Provided tailored guidance to high net worth clients with assets ranging from $250k to $1 million, offering expert recommendations on retirement products, account features, restrictions, investment research, and FDIC & SPIC coverage

• Acted as a key liaison between financial consultants, local branches, and the managed accounts team, facilitating seamless collaboration and ensuring client needs were met

• Managed a high volume of customer interactions, handling 40+ inbound calls and live chat support requests daily

• Executed trades for mutual funds, stocks, ETFs, precious metals, options, fixed income trades, and other specialized monetary requests

• Processed deposits and withdrawals via checks, ACH processing, wires, and journals, ensuring accuracy and compliance with regulations

• Communicated information about tender offers relevant to the reorganization of companies, and accurately processed clients' requests to participate

Business Insight: Supported the Analytics & Performance Insights team in their inaugural launch development program by delivering actionable insights from customer calls

Consulting Role: Served as a consultant on customer and associate experience improvements, leveraging my frontline associate experience

Process Improvement: Developed a simplified checklist for daily duties and a chart for reporting daily calls, enhancing call control and efficiency

Team Development: Conducted new hire sessions to educate on company culture, system tools, and trading routines

Awards: Recognized as Denver Finest in March 2023, Leader’s Choice in August 2022, and CEI Champion in August and September 2022

DISASTER CLAIMS PROCESSOR FEMA Remote March 2021 – July 2021

• Processed disaster relief claims for individuals who lost a loved one due to COVID-19

• Conducted intake interviews via outbound calls to gather necessary information

• Assisted applicants in registering online, updating information, and checking account benefit status

• Identified a fraudulent claims scheme by reviewing and verifying deceased information and related funeral expenses through communication with applicants and funeral homes

ACCOUNTS RECEIVABLE Hyatt Regency Seattle Seattle, Washington January 2020 – March 2020

Full-service hotel with 1,260 guest rooms, 30 suites, 46 meeting rooms, and 103,000 of function space sq. ft., including two junior ballrooms

• Reviewed guest room folio adjustments and communicated regularly with the front office and the sales team to resolve billing discrepancies and ensure prompt payment

• Reconciled daily ledger, World of Hyatt accounts and sales and promotions transactions

• Created and sent invoices to guests and vendors

• Prepared and analyzed aging reports to identify delinquent accounts and take appropriate actions

• Reduced accounts receivable aging through proactive collection efforts and process improvements

• Completed daily tenant reports using Opera (Cloud Property Management System)

HOUSEKEEPING SUPERVISOR Hyatt Place Columbia/Harbison Irmo, South Carolina September 2019 – December 2019

Mid-scale full-service hotel with 127 guest rooms and 2,250 sq. ft of function space

• Managed a team of 10-12 room attendants, overseeing their assignments and delegating tasks

• Inspected 50-75 guest rooms daily for cleanliness and adherence to quality standards

CORPORATE OPERATIONS INTERN Hyatt Regency Lake Washington at Southport Renton, Washington May 2019 – July 2019

Full-service hotel with 347 guest rooms, 7 suites, 12 meeting rooms, and 60,000 sq. ft. of function space

• Planned and executed the opening of the Beer Garden

• Helped maintain the Washington State Liquor Board rules and regulations

• Sent out weekly total food and beverage sales reports to the Leadership Committee

• Improved concierge training plan using a productivity analysis

• Achieved 100% check-in satisfaction using Opera and colleague advantage

SALES COORDINATOR Hilton Columbia Center Columbia, South Carolina August 2018 – May 2019

Full-service hotel with 222 guest rooms, 8 suites, 8 meeting rooms, and 5,956 sq. ft. of function space

• Supported sales contract administration team with 100+ bookings

• Created unique proposals, rate plans, group master accounts, and banquet event catering orders

• Performed site tours for potential clients and serviced existing critical accounts with follow-up calls and file maintenance

• Implemented a new inventory tracking system, improving inventory accuracy by 10%

• Supervised proper functioning of all audio and video equipment and ensured preventative and corrective maintenance as well

• Provided regular updates to management on accounts receivable status and performance metrics

• Generated monthly meeting room revenue reports

CORPORATE ROOMS INTERN Hyatt Regency Lost Pines Resort and Spa Austin, TX May 2018 – August 2018

Full-service hotel with 491 guest rooms, 5 suites, 12 meeting rooms, and 300,000 sq. ft. of function space

• Departments worked: Valet, Bell Services, Security, Private Branch Exchange (PBX), and Housekeeping

• Audited and adjusted 60-90 guest accounts nightly

• Oversaw 10-20 housekeepers daily

• Helped manage credit distribution, rooms move, room flips, out of service and hung rooms

• Prepared private rentable cabin for marketing photoshoot

SHIFT SUPERVISOR Starbucks West Columbia, South Carolina February 2016 – December 2017

• Promoted to shift supervisor within 6 months

• Trained 15-30 partners; oversaw productivity

• Managed $40k-$50k in sales weekly

• Projected demand based on potential traffic and scheduled baristas accordingly

• Tracked waste using first-in, first-out (FIFO), which decreased waste by 5-10%

• Conducted daily and monthly inventory; roughly 150-300 items

• Prepared for several Quality Assurance Standards Audit (QASA) audits

• Established strong daily customer base, which increased return rates

EDUCATION & LICENSES

UNIVERSITY OF SOUTH CAROLINA - College of Hospitality, Retail and Sport Management – Columbia, SC

Bachelor of Science in Tourism Management Focus on Hotel Analytics; May 2020

NEW YORK UNIVERSITY - Tadon School of Engineering – Online

Business Analytics Fundamentals course; December 2023

Licenses:

FINRA Series 7 & 63

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