Customer Service Manager

Susan R. Williams Proven Project Management Leader

**** ********* *** ****** ************ Manager with

Kansas City, Passion for Exceptional Customer Satisfaction

Missouri 64113

816-***-**** Profile

SRWill0401@yahoo.c Susan Williams brings a vast depth of project and event

om management leadership knowledge from 18 years of financial

www.linkedin.com/i industry and 10 years of extensive event planning

n/srwill0401 experience in the nonprofit sector. Susan's approach is

based on a results-oriented mentality with a passion for

problem solving and consistent client satisfaction.

Through an iterative process she has designed and delivered

process improvement, innovative approaches to grow business

and relationship management with a keen eye for detail to

financial stewardship and employee growth and development.

Summary of Key Assets

Outstanding communications and highly effective

interpersonal skills, including ability to relate well to a

wide range of diverse constituencies

Demonstrated leadership in defining and implementing work

processes and new initiatives

Results-oriented and an excellent manager of assets -

people, time and money

Highly intuitive; ability to synthesize and translate

complex concepts and needs, receive feedback and negotiate

optimal paths to successful outcomes

Ability to manage multiple priorities across business lines

Strong planning skills with the ability to anticipate

issues

Adept at identifying, initiating and fostering long-term

relationships

Self-directed with a high achievement and regular attention

to goals; strong track record of delivering on time, on

budget and to expectations

Highly successful at managing upward, creating

accountability and confidence in next-level leadership,

both in a work and client setting

Career Highlights

DST Systems, Inc.

Client Relations Consultant/Supervisor

2003-June 2013

Senior Business Analyst

2000-2003

Mutual Fund Customer Service Representative

1995-1996

Consultant for premier Kansas City-based Fortune 500

company that is the leader in providing innovative

financial data solutions in the mutual fund/financial

industry. Was responsible for developing and sustaining

top tier client relationships for major mutual fund clients

such as: Janus, Evergreen and Wells Fargo. At the heart of

DST's core business, is providing back-room support for

large financial institutions so that the end mutual fund

holder receives up-to-date and accurate information for

their individual fund holdings. Led numerous global

installations that served DST mutual fund client base.

Supervised three client service teams responsible for

generating $31 million in annual revenues. Served as a

mentor to junior associates. Managed projects and resource

allocations for client work. Helped developed annual

budget, and oversaw billing and annual forecasting. Served

on numerous professional development committees: thought

leadership, documentation review, training and development,

industry focus groups, and cross-communication peer

meetings.

In 2011, established a corporate Project Management Office

for an industry-wide initiative for all mutual fund clients

to respond to changes created to by a massive regulatory

mandate. Helped establish centralized testing center

ensuring the quality delivery of all corporate product

upgrades for the initiative. Developed and executed a

three-day conference in Kansas City to provide a forum for

DST employees and clients to present, discuss and share

best practices on how to respond to the regulatory changes.

Qtego Auctions and Marketing

2012-Present

Consultant/Broker

Customer-turned-consultant/broker for innovative new

auction technology company focused on the nonprofit

customer. Qtego simplifies and automates all facets of a

charity event; auction, giving, participant experience and

marketing. Helped bring the technology to Kansas City

market and increased event fundraising on average by 40%.

Current client organizations include: Boys and Girls Clubs

of Kansas City, Ronald McDonald House, Make-A-Wish

Foundation, The Hill Family Foundation, St. Elizabeth

School & Parish, Visitation School & Parish, Pembroke Hill

School, YMCA Challenger Program, The Foundation for

Inclusive Religious Education (F.I.R.E.) and Sacred Heart

School & Parish.

Commerce Bancshares

Project Coordinator

1996-2000

Served on a five-member project management team responsible

for all day-to-day operations of a $90-million captive

mutual fund family invested and distributed through

Commerce Bank. Responsible for ensuring timely and accurate

reporting of fund performance to Commerce Bank proprietary

portfolio managers, trust officers, registered

representatives, and outside brokers. Designed and produced

Commerce Funds marketing materials, both for the mass

market and individualized materials customized for Commerce

Bank business development officers. Introduced and

implemented a bank-wide program of Commerce Funds-branded

products and corporate incentives to support the marketing

effort. From 1998 to 2000, managed the Commerce Funds

relationship with DST subsidiary that provided back-office

operations for the funds.

Education

Northeast Missouri State University (Truman State)

1991-1995

Bachelor of Science in Business Administration, Finance

Emphasis

Minor: Economics

Charitable and Civic Engagement

Arthritis Foundation of Greater KC and Western KS

Chapter Board Member (2007-Present),

Art for Arthritis Event Chair and Coordinator

(2005-Present), Volunteer of the year( 2008), Fund Raising

Award (2007), Virg Jones Award Winner (2009)

Heart of America Council of Boy Scouts - Annual Shooting

Sports Clay Tournament

Event/Gala Chair (2011-Present)Volunteer (2010)

Foundation for Inclusive Religious Education (F.I.R.E)

BonFIRE Annual Gala - Committee Chair (2012-2013)

TNC Community (Harry S. Truman Children's Neurological

Center)

Annual Dirty Duo Adventure Race - Co-Chair (2013)

Jackson County CASA (Court Appointed Special Advocate)

Carnival for CASA Children's Event, Volunteer(2007,

2013)Committee Chair (2008-2009, 2011 and 2012) and Event

Co-Chair (2010)

St. Peter's School /Parish

School Parent Teacher Association, President (2013-2014*),

Vice President (2012-2013), Treasurer (2009-2012),

Auction: Events Chair/Check-Out Chair

Parish Finance Council (2009 - 2012)

Santa Party Chair (2008-2011)

Scrip Fund Raising Marketing Chair (2009)

Pack 118 Cub Scouts: Den Leader (2008-2010) Pack Treasurer

(2009-2010)

Clay Platte Delta Zeta Alumnae Group

Member 2000 - Present, Treasurer -- 2003-2005, President --

2005-2007

Founder's Day Event Chair -- 2007

References

Name Contact Information

Personal Affiliation

Jill Hathaway Cell: 816-***-****

Small business owner

****@*********************.*** and community

volunteer.

Jeff Simon Cell: 816-***-****

Partner, Husch Blackwell, LLP

****.*****@**************.*** and 3&2 Baseball

Club, Director

Steve Rock Office: 913-***-****

Executive Director, Arthritis

*****@*********.*** Foundation

Western MO/KC

Maura Nulton Cell: 816-***-****

Executive Director, F.I.R.E &

*******@******.*** Community

Volunteer

Brad Benge Cell: 317-***-****

Owner, Qtego Marketing &

****@*****.***

Auctions

Contact this candidate