Mark Anderson

Operations and Service leader with substantial experience including 19 years in financial services- both brokerage and banking. Extensive front line Management experience serving in progressively more complex roles on both the retail side as well as in Private Banking; in-depth hands-on operations experience as a Team Manager in Banking. Experienced and effective at building and measurably improving operations and service teams-both novice and seasoned employees.

Various Roles at DoorDash (2025-02 – Present)

Various Part-Time Jobs at Amazon, FedEx Ground, Elite Cleaning (2024-05 – 2025-02)

Moved to Montana, various part time jobs, medical break

• Amazon warehouse
• FedEx Ground warehouse & trailer offload yard
• Elite Cleaning

Benefits Eligibility Specialists Sr./Case Manager at State of Arizona, Department of Economic Security, Family Assistance Administration (2021-10 – 2024-03)

Department of Benefits and Medical Eligibility

• Interview clients in need of nutritional, medical and cash assistance who are facing difficult personal circumstances.
• Interface with internal and external customers as well as local, state, and federal entities.
• Evaluate and approve Arizona residents for the temporary assistance needed to reach their full potential.

Senior Summons & Subpoena Processing Analyst at Wells Fargo Bank (2016-10 – 2021-09)

Global banking and financial services holding company.

• Legal order processing of summons, subpoenas, search warrants and depositions on behalf of State and Federal law enforcement agencies.
• Interpreting and applying State, Federal and Agency legal and regulatory compliance requirements within the requirements of the bank.
• Frequent work with Federal law enforcement on sensitive cases and undercover investigations.

Legal Spend Analyst at Elevate Services (2016-06 – 2016-09)

Elevate is a global legal service provider helping law firms and corporate legal departments operate their day to day operations and billing more effectively. Contract position

• Legal bill review for one of the largest banks in the United Kingdom in accordance with client guidelines.
• Practical bill review of legal invoices in Serengeti ranging in size from $25K to $2.5M.
• Using client billing guidelines based upon the CLOC model to provide 12% overall savings.

AML KYC Risk Compliance Officer at JPMorgan Private Bank (2015-11 – 2016-01)

Global financial services firm. Contract position

• Prepare, research, investigate and write AML KYC periodic client reviews.
• Analysis of the entire client relationship and all supporting due diligence reports for higher risk clients in the ultra-high net worth group in order to make recommendations on the health of that client relationship.
• Prepare various investigative reports for senior management in various groups such as branch banking, global due diligence, legal and compliance.
• KYC resource to other employees in various departments.

Relationship Account Manager at TTI SUCCESS INSIGHTS (2015-06 – 2015-09)

TTI is the industry leader in assessment tools such as "DISC" that measure behavior, motivators and emotional intelligence. Contract position

• Responsible for addressing an array of questions and finding solutions for a network of independent consultants in the company's nationwide distribution network.
• Leadership on customer service and account management needs.
• Developed partnerships with domestic distributors to assist them in teaching their Fortune 1000 clients, how to maximize employee recruitment, retention and satisfaction.

Operations Team Manager at JPMorgan Chase & Co Inc. (2012-09 – 2014-09)

Global financial services firm. Team Manager in Commercial Credit Card Services division. Managed team of 5-6 Credit Support Coordinators (CSC) who performed all commercial lending support functions for a team of 20 commercial portfolio lenders. Led the build out of team training procedures, team operations manual and both weekly & monthly reporting.

• Managed and developed newly formed operations team. Increased total team production by 50% within first few months and doubled team size from 3 to 6 employees.
• Reviewed, edited and/or rewrote all existing departmental CSC policies and procedures in order to reduce support teams' monthly production turn-around time from 45 days to 27 days. Managed entire six month project from initiative stage through to completion and implementation.
• Developed a metric driven scorecard and specific "how to" procedures to measure daily productivity within the CSC team. Used data to manage both weekly and monthly performance management conversations.
• Selected by senior management to attend and represent team at advanced accounting classes. Classes involved study and practicum of commercial judgmental lending.

Customer Service Team Manager at Charles Schwab & Co Inc. (2006-09 – 2008-10)

Discount brokerage firm. Directly managed 16 call center stockbrokers; responded to daily questions and provided special approvals such as KYC and AML regarding all trading, deposit and money transfer transactions. Directly managed my team of 16 plus three additional Saturday teams of 45 employees- 60 total employees on weekends.

As weekend escalation manager, handled special approvals, client complaints and unfavorable press. Demonstrated substantive experience as a hiring manager; interviewed prospective applicants 3-5 times per week and made weekly new hire, promotion and termination recommendations to Senior Management. On boarded new representatives monthly and managed the licensing requirements with regulatory authorities such as NYSE and NASD; developed build-a-broker classes.

• Attained top 20% (16th of 80 teams) ranking during first year as manager and top 30% during second year while managing a 200% turnover rate resulting from attrition and mainly promotions.
• Selected to serve as 1 of 10 escalation managers for the Chairman's division, mitigating risks resulting from unfavorable press and threatened client litigation. Negotiated binding legal settlements.
• Directed by senior leadership to develop and deliver training programs to new customer service managers on quality assurance processes and procedures.
• Developed and wrote customer service QA definitions and a best practice manual that was implemented companywide across three call centers comprising of 1200 representatives.
• Delivered/co-delivered various training subjects to 35 customer service teams.

Various Roles at Charles Schwab & Co Inc. (1999-11 – 2008-10)

Discount brokerage firm.

Master of Arts in Public Administration – Grand Canyon University (2026-12)

Bachelor of Arts in French Language and Literature – George Washington University