Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Emma Gibney

Charlotte,NC

Summary

Detail-oriented professional with experience improving processes, streamlining workflows, and driving efficiency in financial services. Skilled in using Microsoft Power Automate to automate tasks and enhance service delivery. Strong track record in problem-solving, KPI achievement, and collaborating across teams to deliver effective solutions.

Overview

2
2
years of professional experience
1
1
Certification

Work History

High Net Worth Representative

Vanguard Group
10.2024 - Current
  • Contributed actively in internal meetings and conferences, sharing best practices and knowledge with peers to foster a culture of continuous improvement.
  • Streamlined operations by implementing efficient processes for account opening, maintenance, and reporting.
  • Participated actively in continuous professional development programs to stay current with industry standards and practices.
  • Implemented effective referral programs that consistently generated new leads for high net worth clientele acquisition efforts.
  • Facilitated seamless communication between clients and various internal departments within the firm to ensure timely execution of requests.
  • Collaborated with cross-functional teams to create comprehensive wealth management strategies, addressing diverse client needs.

Multi-Channel Senior Associate

Vanguard Group
05.2024 - 10.2024
  • Streamlined operational efficiency by identifying areas for improvement and proposing actionable solutions.
  • Effectively managed multiple competing priorities while maintaining focus on delivering exceptional results for clients and the organization.
  • Increased customer service success rates by quickly resolving issues.
  • Proofread and edited documents for accuracy and grammar.

Case Management Associate

Vanguard Group
03.2023 - 05.2024
  • Managed a book of business of 15-30 cases, ranging from routine account updates to multimillion-dollar trade corrections. Investigated service failures and collaborated with business partners to resolve issues within service level agreements with minimal market risk.
  • Compiled detailed records of customer interactions and transactions, documenting inquiries and actions taken for each client in accordance with internal review guidelines.
  • Supported call center business partners by providing consultation, insights, and guidance to resolve service failures.
  • Achieved high KPIs while managing competing priorities and conducting daily huddles to discuss team performance, share best practices, and highlight process improvements to support team
    success.
  • A strong virtual and in-person collaborator, supported a cross-departmental team of SMEs created to identify process inefficiencies, develop solutions, integrate them into workflows, and train
    employees on their implementation.
  • Developed and implemented a chatbot in Microsoft Power Automate to triage and route crew reported issues, deliver relevant process guidance, and provide next step recommendations, improving resolution efficiency and reducing manual intervention while showing results in reduction of clerical cases and calls to our queue.

Education

Associate of Arts - Business Administration

Central Piedmont Community College
Charlotte, NC
07-2025

Skills

  • Excellent communication
  • Multitasking Abilities
  • Dependable and responsible
  • Attention to detail
  • Time management
  • Problem-solving
  • Teamwork and collaboration
  • Friendly, positive attitude

Certification

  • Series 7, 63, and 66 licensed

Timeline

High Net Worth Representative

Vanguard Group
10.2024 - Current

Multi-Channel Senior Associate

Vanguard Group
05.2024 - 10.2024

Case Management Associate

Vanguard Group
03.2023 - 05.2024

Associate of Arts - Business Administration

Central Piedmont Community College

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Emma Gibney