Senior Client Services/Operations Manager

Anita P. Veech

**** *. ****** **. *********, Colorado 80128

303-***-****

Senior Client Services/Operations Manager

Professional Objective

I am looking for a Senior Management position in a Call Center and/or Operations with a company that is progressive, has clearly defined company goals/ objectives, and company values. Anita

Summary of Qualifications

Successful manager with 15+ years of experience and known for ability to increase revenues, cut costs and streamline workflows. Proven track record of thinking strategically, creative conceptualization, and motivational leadership combined with the ability to build and maintain strong relationships.

Transferable Management Skills

Client Relations Project Management Team Builder/Mentor Process Improvement Recruiting

Training/Development Change Management Outsourcing Managing Budgets/P&L Human Resources

Professional Experience

Arbonne International 05/07 – Present Independent Consultant

OppenheimerFunds 01/05 – 02/07 Call Center Manager

Colorado State Employees Union 04/03 – 01/05 Call Center Supervisor

Merrill Lynch (Site closed.) 1990 – 2002 Assistant Vice President

Operations Supervisor

Corporate Trainer

Practice and Behavioral Indicators

Leadership/Teamwork/Relationship Building/Client Focus

 Directed inbound/outbound call centers with 35 - 180 employees, who service 300,000 - 5 million calls annually regarding product information, product sales, consumer loans and problem resolution. Additional responsibilities include recruitment, development and retention of a diverse population of employees. Communication of company vision, alignment of company, team, individual goal/objectives supporting that business strategy. P&L and budget creation/maintenance.

 Responsible for a call center recognized as “Best in Class” by National Quality Review.

 Managed a call center that was awarded “Call Center of the Year 2000” by Call Center Magazine for outstanding employee performance, service and technology.

 Negotiated with unsatisfied clients to identify acceptable ways to correct problems and achieve agreement – delivered products and prevented lawsuits.

Anita Veech, page2

 Successfully migrated Firm’s Wire Transfer Process to Denver, resulting in a reduction of 8 employees and increasing client service by 20%.

 Responsibilities include managing P&L. Point person for Transfer Agency Asset Retention Program, surpassing 2005 goal by 24% and 2004 goal by approximately $16 million.

 Manager of Visa Fulfillment Team.

Anita Veech, page 2

Develops Talent

 Seven years experience in Training and Development as a Corporate Trainer, performing task analysis to determine training needs, designing and delivering professional and technical workshops, facilititating workshops and evaluating programs.

 Designed and delivered Institutional Training Track for all site accountants. Training manual used in preparation for internal audits.

 Point person for successfully migrating Financial Planning Product to the Denver location.

 Director of “At Risk” Student Education Program. The success of the program mention in Governor’s State of State Address.

 Recruited to upgrade new hire training curriculum, create an empowering and team-oriented working environment, and increase high

performance.

 Point person for designing/implementing procedures for training employees to successfully complete Brokerage Series 7 & 63 registrations. Pass rate increased by 55%.

 Created and implemented skills based Employee Progression Plan, resulting in 3 levels of skill sets to increase efficiency in servicing clients.

 Trained and supervised customer service and mailroom representatives responsible for data and check processing, servicing all National Offices. Employees consistently rated first, of all operations departments on Marketing Surveys, in consistency, timeliness and accuracy.

Results driven/Flexible/Self-Motivated/Technical/ProfessionalKnow-How/Innovative

 Successfully managed budgets from 5 – 25 million dollars.

 I own my own business in the Skin Care Industry.

 Implemented outsourcing questionnaire input, increasing data entry accuracy from 85% to 99% and increasing processing from an average of 30 questionnaires daily per employee to an average of 100 questionnaires daily per employee, resulting in a reduction of 10 full time employees.

 Achieved lending authority for consumer loans.

 Requested to participate implementing firm wide client asset tiering and employee skills based routing.

 Designed and delivered Securities Industry I – an introductory Securities Operations Class for Red Rocks Community Collage.

 Went immediately from classroom training at the Operation’s Site to travel to National Branch Offices to train Sales Advisors and Assistants.

Awards

Responsible Citizenship Award

Education

Southern Illinois University - Bachelor of Science in Recreation and Political Science

College of Financial Planning - Certified Paraplanner

Certifications

Brokerage Series 7 and 63 Registered

Teacher Certification for Colorado and Illinois

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