Drake Dillon

Experience

• 

  Sports Authority

  Oct 2011 - Mar 2014

  Trades Payable Specialist

   Managed full-service process for 60 vendor accounts including statement audits, discrepancy research, claim verification and resolution of outstanding balances  Utilized pivot tables, VLOOKUP functionality, and macros in Microsoft Excel to efficiently prepare reports and query data Researched and analyzed receiving documents to resolve warehouse and store-based disputes including shortage claims and price inconsistencies Managed unmatched invoices and open receivers to resolve invoice discrepancies Managed the Pay-By-Scan Accounts (Winter 2013 - Spring 2014) Created a Direct Ship to Store Log (Summer 2012) Fashioned the Help Desk Procedure (Summer 2012) Participated in the Career Development Task Force, Accounting & Finance Department (Aug 2012 – June 2013) Team member in the creation of job rotation and shadowing program to enhance employee satisfaction Show less

• 

  The Xcite Group

  Mar 2014 - May 2016

  Account Executive

   Worked directly with 40 clients to ensure the best relationship and optimal return on investment Solely managed 15 client accounts Assisted in the management of 25 client accounts Responsibilities included account analysis, project management, and collaboration with optimization/web-development teams with a goal to strategically improve our client’s business performance through leveraging their current audience and finding new ones Strategic sessions with the client lead to the implementation of new strategies via marketing budget increases Researched and analyzed the various industries our clients were in (dentistry, legal services, plumbing, etc.) to provide recommendations on targeted keywords and budget allocations Managed various projects including website development, business development, and seasonal marketing strategies for all clients Led training sessions for ten new sales team members that included the reporting and workflow process Lead MS Office trainer for the entire company Created a macro in Microsoft Excel to increase efficiency in the payroll process Show less

• 

  Charles Schwab

  Jun 2016 - Jan 2024

   Subject matter expert of RMD Center responsible for the collaboration with the product team to strategize future state of the product and prioritize the roadmap to get there Owned the client experience to ensure that voice of the client was digested and taken into consideration for enhancements to the product Partnered with data and research teams to review qualitative and quantitative decisions to help support the roadmap and prioritization of future features of the product Obtained a 70% digital adoption of RMD transactions by producing traffic to the RMD Center, executing client outreach campaigns via reminder emails, and internal training to ensure representatives were directing clients to digital channels Saved over 2 million minutes for call centers and operations teams by providing a digital channel for clients to satisfy their annual RMD requirements Reached a 96% client easy score (the top for retail products) by providing the client a simple to use digital tool to take their RMD and tracking their verbatims to establish a client easy metric Led various campaigns that supported go-to-market strategies and post-launch success assessments for new features and functionalities of RMD Center Displayed excellent written and verbal communication skills to share the story of RMD Center to executives and relevant stakeholders Show less  Responsible for the product management and enhancement of the client experience for various products in Schwab’s product portfolio Primary contact for IRA, Custodial Brokerage, Custodial IRA, and Education Savings accounts IRA products include traditional, Roth, rollover, inherited, and minor inherited IRA subject matter expert for digital accelerator for retirement experience (DARE) team Accountable for the budget tracking associated to team expenses as it relates to communications, form reprints, collateral reprints, and vendor relationships Managed the Ascensus business relationship  Executed industry reporting for industry organizations including Ascensus and Cerulli Responsible for recurring communications to clientele and enhance them to improve the client experience Partnered with DARE to enhance RMD communications via consistent language, template approach and driving clients to use the RMD Center and execute their RMD transaction digitally Led the implementation of the Connecticut State Tax withholding requirements regulatory change Impacted forms, technology, operational processing, and content on schwab.com Show less  Responsible for the product management and enhancement of the client experience for various products in Schwab’s product portfolio Primary contact for Custodial Brokerage, Custodial IRA, and Education Savings accounts Secondary contact for IRA products including traditional, Roth, rollover, inherited, and minor inherited Responsible for recurring communications to clientele and enhance them to improve the client experience Understood the voice of the client to enhance the RMD client experience by adjusting content and reducing client confusion Partnered with Marketing to create an RMD guidance page on schwab.com Managed the Ascensus business relationship  Executed industry reporting for industry organizations including Ascensus and Cerulli Subject matter expert for IRA Checkwriting feature project Attended training to become journey mapping facilitator Led Cost-of-living-adjustment (COLA) Annual Project Show less

  • Senior Manager, Product Strategy & Client Experience

    Sept 2020 - Jan 2024

  • Senior Manager, Tax-Advantaged Product Manager

    Mar 2018 - Sept 2020

  • Manager, Tax-Advantaged Product Manager

    Mar 2017 - Mar 2018

  • Senior Specialist, Tax-Advantaged Product Manager

    Jun 2016 - Mar 2017