New York, NY
My background in Client Services and Call Center Management is extensive with a record of increasing responsibility, innovation and accomplishment. I have an established record of maintaining positive service relationships and service excellence in retail, institutional and corporate services. I liaise between the business, agencies, clients and the service vendor(s) to be the *go-to person* for all information, issues, and concerns related to the service delivery and operations process.
CORE COMPETENCIES Call Center Management, Client Services ~ Primary Liaison Relationships ~ Risk Management ~ Business Planning ~
Client Services Manager
2006 to December 2012
Call Center Management /Investor Services & Operations Manager
Best-practice strategist directly responsible for maintaining a primary liaison relationship with transfer agent BNY Mellon as well as three separate third party service providers. Routinely interact and provide service and support to all external wholesalers, broker dealers, sales representatives and financial professionals for seven bond funds totaling $5B in assets. Accountable for maintaining optimum service levels in account processing, commission payments, tax reporting, monthly and quarterly mailings. Responsible for generating quarterly marketing reports and shareholder communications as well as hiring, training and supervision of five client service Series 6 licensed associates. Effectively manage client and broker service support. Actively work with client focus groups to improve service quality and assisted in the design and update of applications, forms, marketing materials, retirement booklets and prospectus.
Improved overall administration and operation of services and products while creating a service quality questionnaire in order to identify deficiencies and improve services.
Adopted proven telephone standards for greetings and problem resolution deadlines and instituted monthly department meeting to go over issues and problems. Served as client advocate to improve service delivery.
Instituted effective weekly calls with transfer agent service provider to ensure all current issues and upcoming business initiatives were addressed in a timely manner.
Streamlined operation policies, servicing controls and updated and maintained processing and department procedures.
Global Client Services Officer
1997 to 2006
AVP Internal Service Delivery
Leveraged broad competencies in operations management, relationship-building and product development to implement strategic planning initiatives that supported corporate goals. Monitored client problem trends, provided solutions for recurring problems and determined best resource for providing resolution. Acted as key client contact for all non-portfolio management matters, interfaced with auditors, legal and compliance. Routinely explained investment procedures to clients and account executives and had extensive interaction with broker/dealers and internal clients. Liaison between funds transfer agent, DST, bank distribution channels and service team, including 15 wholesalers. Managed new account and collateral compliance, identified and minimized exposure and assisted with transfer agents conversions and mergers as part of a project team.
Built and managed customer-centric client services plan while maintaining high levels of customer service satisfaction, consistently receiving improved client satisfaction scores for The Chase Vista Funds.
Created and implemented operating infrastructure to support new products and product enhancements by adeptly navigating corporate obstacles in order to deliver fast solutions to time sensitive matters.
Effectively implemented guidelines, operating procedures and policies. Enhanced all aspects of client servicing.
BA in Business Administration
Business Administration & Practices
Certified Mutual Fund Specialist Certification in Mutual Funds Operations
ISpecialties · Relationship Management - develop and maintain the relationships between the firm and it's clients, banks, broker dealers, external wholesalers and financial professionals, ensuring professional communication, responsiveness, highest service quality and attention to detail are the standards for the client service department · Internal Controls - develop and ensure adequate internal controls exist and are enforced for transfer agency processes (including, subscriptions, redemptions, transfers, research, problem resolution, statement production and mailing, etc.) Improved overall administration and operation of services and products while creating a service quality questionnaire in order to identify deficiencies and improve services · Review Process - responsible for reviewing the work of staff and for ensuring that all relevant policies, procedures and controls are adhered to on a daily/monthly basis for all processes, compliance, performance information statements, mailings, etc. Streamlined operation policies, servicing controls and updated and maintained processing and department procedures. Review and update all fund documents including forms and applications · Investor Statement Preparation & Review - understand all aspects of the statement process, including calculations, client specific and regulatory reporting requirements · Staff Management - interview and hire qualified employees; ensure adequate team structure and training is in place; establish team and individual goals; conduct goal setting and performance review sessions · Participation in strategic development - continually work with senior management to develop a strategic plan for the organization, and specifically the transfer agency capability