Manager Customer Service

Rachael Prisco

*** *. *** ******* ****.

Irving, TX 75039

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

EXPERIENCE:

Fidelity Investments Westlake, TX and Boston, MA

Traffic Coordinator, Westlake, TX August 2007-March 2011

Leadership

Selected as one of 4 key team members to open Fidelity's new Dallas site

Assisted in hiring and developing 10 new team members for the Dallas site

(Quality Controllers and Typesetters)

Assisted in training new staff to use all necessary software and to

understand department policies and procedures

Aided with technology testing and set-up at new site for all team members

Updated and communicated daily production status reports to staff and

manager to reflect accurate activity within the department at all stages of

production using Spurrs, access and excel for scheduling

Created and conducted monthly overview meetings for the team as well as

daily recaps

Acted as focal point for production in the absence of management

Acted as a liaison between internal business partners, typesetters, proof

readers and production coordinators

Accepted assignments of special projects/initiatives in conjunction with

manager and business units/partners

Workflow/Process

Provided excellent customer service to maintain/build business partner

satisfaction and rapport while balancing the needs and capabilities of the

production group

Identified and mitigated risk with regard to processes within the

department and applicable business units and escalated to the manager

Guided the internal flow of scheduled regulatory report documents - Annuals

and Semiannuals

Randomly sampled the quality of documents prior to distribution

Communicated to the manager the need for changes in the department schedule

to enhance the workflow

Oversaw the compilation and creation of a monthly reports of edits for

various production passes related to revisions for retail, institutional

and insurance products

Assisted the manager in identifying and resolving process issues

Senior Electronic Publishing Specialist, Boston, MA

September 2005- August 2007

Internal Operations group performing on a 30/60/90 day cycle for the

production of retail, Advisor, Quarterly reports, Multi-book funds,

Canadian (FICL) funds, and Various Insurance Products (VIPS) funds.

Print Production

Handled page layout, design, format, and production of all printed

materials for all Financial Publishing division

Worked with Production Coordinators and other team members to ensure that

all production deadlines were met

Managed file transfers, digital proof distribution, proofreading, etc. for

Financial Publishing unit

Trained and mentored new hires

Reviewed all documents for accuracy prior to submission for proofing

Electronic Production

Converted and staged the transfer of various electronic files via a content

management system, to numerous business channels, both internal and

external to Fidelity with 100% accuracy

Electronic fund delivery mechanisms included but were not limited to idu,

postscript, postscript preparation, HTML, and PDF

Met all required scheduling deadlines

Troubleshot production related issues with little supervision

EDUCATION:

Merrimack College North Andover, MA

Bachelor of Arts in Fine Arts June 2005

Concentration In Digital Media

TECHNICAL SKILLS:

Adobe Photoshop, Image Ready, Premier, Illustrator, Acrobat, Professional

QuarkXPress

Macromedia: Dreamweaver, Director

Lightwave/Lightwave Modeler

Flash

Microsoft: Outlook, Excel, PowerPoint, Word

Quicksilver

Documentum

SharePoint

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