Consultant Resume
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Resume:
\\r\\nHome: &#; Cell: &#; Email: \\r\\n\\r\\n\\r\\nPROFESSIONAL SUMMARY \\r\\n\\r\\nProfessional Executive with recognized experience managing multiple operations in transfer agency and call center environments. Expertise includes: Client Relationship management, process improvement, business and workflow analysis, statistical process control, new business conversions and operations management. Special areas of competency: \\r\\n\\r\\n\\r\\n&#; Management of multi shift operations for large scale transaction processing staff. \\r\\n&#; Managed relationships with large internal and external clients and NQR and Dalbar \\r\\n&#; Examined and created workflows that produce cost effective transactions \\r\\n&#; Oversight of new business conversions \\r\\n&#; Preparation of financial staffing models which calculate costs of new business proposals for new clients\\r\\n\\r\\n\\r\\n\\r\\nSELECTED ACCOMPLISHMENTS\\r\\n\\r\\n&#; Achieved reduction in corporate expenses for check processing by $. per transaction. \\r\\n&#; Implemented various new processes to reduce expenses, achieve scalability and improve first time quality through streamlining functions.\\r\\n&#; Coordinated business recovery events to other facilities, states and countries. \\r\\n&#; Completed Cooper’s & Lybrand JIT ( Just In Time ) Program \\r\\n&#; Completed Zenger Miller Front Line Leadership Training\\r\\n\\r\\n\\r\\n\\r\\nPROFESSIONAL EXPERIENCE\\r\\n\\r\\nDENCO CONSULTING GROUP - Marblehead, MA\\r\\nCurrent- Consultant\\r\\nConduct Telephone Audits for mutual fund companies to measure service quality\\r\\n\\r\\nNATIONAL QUALITY REVIEW - Boston, MA \\r\\nDecember – February - Consultant \\r\\n&#; Conducted Telephone Audits for Financial Services Firms and Transfer Agents, report on service quality, benchmark against industry\\r\\n&#; Coordinated Annual Conference Training Panel \\r\\n&#; Developed and integrated new corporate staffing model to enhance workforce management tools and ensure appropriate staffing levels match workloads\\r\\nBOSTON FINANCIAL DATA SERVICES - Quincy, MA\\r\\n- November \\r\\nClient Service Officer \\r\\n\\r\\nResponsible for overall management of all incoming and outgoing mail documents from initial scanning to archive storage. Responsibilities also include integrating new business into a transfer agent environment.\\r\\n\\r\\nPUTNAM INVESTMENTS, Boston, MA Various Management Positions - – \\r\\nVice President, Senior Operations Leader – \\r\\n\\r\\nManaged service representatives, managers and supervisors and team of quality assurance specialists handling shareholder, broker calls in call center environment, ensured corporate goals were met\\r\\n&#; Collaborated with corporate training to redesign and rewrite telephone representatives training curriculums to improve overall customer satisfaction \\r\\n\\r\\nVice President, Senior Operations Leader – \\r\\n\\r\\n&#; Designed pay for skill set programs with Human Resources personnel to enhance overall employee skill sets, improve retention and enhance career pathing and job satisfaction\\r\\n&#; Oversight of and week Telephone Training program for new hires per year\\r\\n&#; Planned and executed business tours for domestic and international client base\\r\\n\\r\\nVice President and Operations Leader – \\r\\n\\r\\n&#; Overall Management of customer service representatives, managers and supervisors handling broker inquiries\\r\\n\\r\\nAssistant Vice President, Operations Leader and Training Manager – \\r\\n\\r\\nResponsible for the oversight of customer service representatives, corporate trainers, senior managers and front line supervisors handling inquiries for shareholders and brokers.\\r\\n&#; Guided training and development of all new customer service representatives in and week training programs. Oversaw rewrites of all customer service programs.\\r\\n&#; Nominated for Leadership award - Assistant Vice President \\r\\n&#; Awarded Financial Services Industry awards for excellence in service quality.\\r\\n\\r\\nVarious Supervisory and Consultant roles, Assistant Order Room Manager \\r\\n\\r\\nEDUCATION\\r\\n\\r\\nLYNDON STATE COLLEGE, Lyndonville, VT\\r\\n QUINCY COLLEGE, Quincy, MA- Associates Degree, Science\\r\\n
