Business Analyst Client Service

MM

MELISSA MCDONOUGH

********@*****.*** 401-***-**** Greenville, USA 02828

Senior Business Analyst with over 20 years of experience in diverse client service and product management roles at Fidelity Investments. Skilled in data analysis, user story refinement, and process enhancements, with a proven record in mentoring teams and driving tool adoption resulting in increased efficiency. Achieved significant improvements in operational workflows and client satisfaction through analytical insights and collaboration. Eager to leverage analytical skills to support organizations in making data-driven decisions. Product Business Analysis

JIRA

Agile Methodology

Client Service

Financial Reporting

Process Improvement

Team Mentoring

Reconciliation

Training and Education

Communication

Problem-solving

Influencing

Time Management

Attention to Detail

Leadership

Collaboration

Tableau

Domain Expertise

Analytical Thinking

Technical Support

Open-mindedness

Project Management

Business Analysis

Strategic Thinking

Fidelity Investments Greenville, USA

Senior Product Business Analyst (AGILE)

10/2010 - 02/2025

Analyzed incoming requests from associates and refined user stories for successful releases via interviews and emails.

Participated actively in Daily Scrum, Sprint Planning, Retrospectives, and Backlog refinement meetings.

Managed the Product Backlog, administering daily operations in JIRA and utilizing Mural efficiently.

Educated associates, Technical Partners, QA, and UXD on prioritized requests to enhance project focus.

Propelled the adoption of the myWorkspace tool through engaging demonstrations and consultations.

Collaborated with associates on process enhancements by showcasing the tool's efficiency benefits.

Resolved all email inquiries and acted as the primary representative for myWorkspace, ensuring seamless communication.

Mentored the myWorkspace Summer Intern Team, fostering future talent in the industry.

Fidelity Investments Greenville, USA

Team Leader / Client Service

Representative - TPA / Trust Custody

Executed daily reconciliations and new account notifications to SunGard. Approved and performed quality control on all wires for Trust Clients during daily net settlements.

Summary

Skills

Experience

07/2008 - 10/2010 Generated BRIO reports and executed monthly reporting for TOA statistics and XTRAC processing.

Supported the team in daily workflow tasks, including XTRAC, email, and net settlement queries.

Supervised daily workflow operations and addressed inquiries from team members.

Trained new employees on established processes and procedures, enhancing onboarding efficiency.

Updated operational procedures to align with best practices. Reconciled monthly revenue reports sent to Finance to ensure accuracy in financial reporting.

Processed all Not in Good Order items efficiently.

Served as Subject Matter Expert for Service Messages, providing guidance to the team.

Fidelity Investments Greenville, USA

Client Service Manager - Fidelity

Registered Advisor Group

07/2006 - 07/2008

Trained and educated clients on processes, policies, and procedures, emphasizing Fidelity and industry regulations.

Responded promptly to institutional client inquiries via telephone, fax, email, and written correspondence.

Proactively resolved client issues and addressed problems efficiently and accurately.

Influenced stakeholders external to OSG effectively, enhancing business relationships.

Made informed business decisions to meet clients' needs within established policies and procedures.

Fidelity Investments Greenville, USA

Investment Operations Specialist

07/2004 - 07/2006

Collaborated seamlessly across multiple groups within the 401K sales process.

Recommended, developed, and engaged in implementing improvement initiatives and training tools to enhance service quality. Ensured proper installation of Advisor and third-party 401K funds at both the plan and advisor levels.

Proactively coordinated with external partners to establish selling agreements between Non-Fidelity Advisor fund companies and distribution partners.

Followed up and resolved any related commission issues effectively. Fidelity Investments Greenville, USA

Senior Service Specialist - Flex Force

Agility Team

07/2003 - 07/2004

Served as a trainer and subject matter expert in adjustment transactions and compensation issues.

Contributed significantly to the successful launch of this innovative pilot team within AICS.

Fidelity Investments Greenville, USA

Senior Service Specialist - Client

Resolution Team

02/2000 - 07/2003

Facilitated resolutions for client issues within FIIS, consistently achieving and exceeding goals for quality and productivity.

Collaborated with various Fidelity business units to resolve problems utilizing multiple computer applications.

Fidelity Investments Greenville, USA

Client Compensation Specialist &

Operations Administrator

04/1998 - 02/2000

Executed reconciliation of asset-based compensation payments with a focus on accuracy.

Led the project for Charitable Gift Fund and developed current reconciliation procedures.

Calculated and processed revenue-sharing payments efficiently. Duke University online

Certificate in Business Analysis

05/2017

Graduate of the 2017 Talent Acceleration Program (TAP) and trained facilitator. Rhode Island College Providence, RI

Bachelor of Science in Accounting And Finance

06/1992

Education

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