Operations Manager & Customer Service Leader

BRANSON ASHFORD

**** ******** *****, *****, ** **650 704-***-**** **********@*****.***

OPERATIONS MANAGER

Operations leader with 24+ years of experience across financial services, customer service, workflow management, team support, quality assurance, compliance, and process improvement. Experienced in coordinating daily operations, maintaining service-level performance, training employees, documenting procedures, and supporting accurate, timely business processes. CORE COMPETENCIES

Operations Management • Workflow Coordination • Process Improvement • Team Leadership • Training & Development • Quality Assurance • Compliance & Audits • Documentation & Procedures • Reporting & Data Retrieval • Customer Service • SLA Performance • Confidential Information Handling

PROFESSIONAL EXPERIENCE

IFS Repapering Specialist (Contract Position) LPL Financial April 2025 – April 2026 n Processed client account documentation for new and acquired business transitions. n Reviewed documents and account information for accuracy and completeness; identified and resolved discrepancies. n Made three contact attempts by phone, voicemail, and/or email to clients from assigned lists and updated verified information following callbacks.

n Maintained detailed records, supported time-sensitive workflow, and collaborated with financial advisors and internal teams. n Updated process documentation and trained associates on revised procedures and documentation requirements. Copy Center Manager Wells Fargo April 2009 – February 2025 n Managed high-volume document production and workflow operations supporting business units throughout the organization. n Handled approximately 10 email requests and 5 phone requests daily while maintaining approximately 95% SLA performance. n Coordinated and trained a team of 3–4 employees on equipment, procedures, quality standards, and workflow requirements. n Created and updated operating procedures, work instructions, manuals, and training materials. n Generated and retrieved operational reports using Oracle R12 and OBIEE; supported quality reviews, audits, and process improvements. n Managed competing priorities and deadlines while maintaining accurate records and customer-focused service. n Forklift Certified.

National SPOC Team Representative Bank of America August 2007 – March 2009 n Supported customer account and operational requests while maintaining accurate documentation and records. n Conducted audits, evaluations, and compliance reviews; researched and resolved information discrepancies. n Contributed to data standards, policies, procedures, and technical troubleshooting for customer applications. TECHNICAL SKILLS

Microsoft Office (Word, Excel, PowerPoint, Outlook) • SharePoint • Salesforce • Adobe Acrobat • Smartsheet • Oracle R12 • OBIEE • Hogan • NICE • TSYS • AS400 • Total View • BETA • Email Communication EDUCATION

Bachelor of Arts (B.A.), Communication — The University of Akron AWARDS & RECOGNITION

Wells Fargo Gold Coin Award (2016) • Top Performer Award (2018) • Multiple customer service and professional performance recognitions • Client and leadership commendations