Customer Service Six Sigma

William Byerly

** ******** ******, *************, ** 04046 ( 913-***-**** (

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

Senior Service and Operations Executive

Demonstrated success in the financial services industry, driving

operational improvements that have decreased costs, increased profits, and

retained clients. History of reorganizing and building scalable,

comprehensive, and highly productive service delivery platforms. Adept at

building, managing and restructuring organizations to improve capabilities

and maximize profit. Expertise spans:

. Optimizing Service and Operations/ Lean/Six Sigma Methodologies

. Client and Staff Management

. Offshore/Nearshore Start-ups

. M&A Integration

Professional Experience

Prudential, Hartford, CT 2007 - Present

Senior Vice President, Service & Operations

Lead one of the top 10 U.S.-based retirement services businesses with $70B

in AUM, encompassing Defined Contribution, Defined Benefit, Non-Qualified,

and Taft Hartley services for 5,000+ companies and 3.5 million customer

accounts. Provide strategic direction of services and platforms, financial

management, client satisfaction, quality improvement, and employee

engagement for 1,400 employees across multiple U.S. sites and India with an

operating budget of $140M.

. Reduced the annual expense run rate by an additional $18M by managing the

strategy approval, design, and development of a new comprehensive,

scalable service delivery platform.

. Increased assets by $3B, decreased costs and improved accuracy rates to

99.99% from 99% by effectively addressing client management,

infrastructure, operational, and financial risk issues across the

organization.

. Improved employee productivity and morale for three consecutive years as

documented in Employee Opinion Surveys by building and leading a dynamic,

cohesive team.

. Drove an additional $18M reduction in annual expense run rate by

implementing Lean/Six Sigma methodologies across all business units. Led

the establishment and implementation of RPS's business center in Delhi,

partnering with Patni Corporation.

. Increased revenue for the small market segment by $5M by building client

analytic tools and by providing negotiation and presentation training as

well as service enhancement recommendations that helped the relationship

managers grow net cash flow.

. Led an Acquisition Analysis and Implementation team for the purchase of

Union Bank of California with $8B in assets and a 180k customer account

retirement business over a calendar year. Created a new site in Southern

California to develop sales and client relationship opportunities.

JPMorgan Chase, Kansas City, MO 2001 - 2007

Managing Director, Chief Operations Officer - Retirement Plan Services

Promoted by CEO to lead all RPS operations, with responsibility for overall

service delivery across Defined Contribution, Defined Benefit, and Non-

Qualified services. Business units oversaw client management, transaction

processing and Call Center operations with a $40M operating budget and 400

associates across multiple U.S. sites and India.

. Improved productivity 151% and reduced costs by $4M, by implementing

Lean/Six Sigma Methodologies, while the enterprise was doubling its

business.

. Decreased the annual expense run rate by $8M by establishing and

implementing RPS's business center in Bangalore, utilizing the JPMorgan

Chase Global Operations infrastructure.

JPMorgan Chase, (continued)

. Increased client retention rate to 99.8% from 99.5% which grew revenue by

additional $3M. Gained approval from the Global Executive Committee to

fund and implement tools and products which enhanced service offerings as

well as reduced costs by $48M.

. Led an $8B 401(k) plan integration and later directed the JPMorgan

Chase/BankOne integration of their $15B 401(k) plan. Also served as lead

Business Owner for the divestiture of the BankOne retirement book of

business.

Pentegra Group, White Plains, NY 1999 - 2001

Vice President, Chief Operations Officer

Hired to develop the service capabilities and grow the revenues of the new

retirement business in a company predominately associated with savings and

loans. Reported to the CEO and Chairman and held responsibility for Defined

Contribution Operations that serviced 400 clients, producing $30M in annual

revenue.

. Raised revenue $5M, by creating a new retirement company which developed

a new product offering for member banks to sell Defined Contribution and

Defined Benefit programs.

. Increased sales closing rates to 75%, and generated $500K+ in cost

savings by driving development of interactive website and new

product/fund offerings.

. Lowered costs by 20%, increased the ability to hire and train new

employees and retained 100% of the top rated employees by implementing

a new organization structure.

Bank of America Merrill Lynch, Princeton, NJ 1996 - 1999

Vice President, Program Management and Product Development

Served as the lead business liaison between sales, marketing, and

operations. Managed Global Employee Services' (GES) $40M system development

budget and a staff of 40 project managers and business analysts.

. Added $25 million to GES through GoalManager. Added $10 million in

revenue and 700,000 participants in Wal-Mart plan and $5 million in

revenue and 40,000 participants in Intel and Texas Instrument plans that

incorporating a voice response unit with seven foreign languages.

. Designed, developed, and implemented Merrill's retirement plan website

("Benefits on Line") for all products, including 401(k) plans, ESOP, and

SOP across all clients and participants, both domestic and international.

. Led business analysis on two merger and acquisitions - Howard Johnsons

and Barclays - that significantly increased overall participant and asset

values.

Prior Experience

ICMA Retirement Corporation, Senior Operations Manager

United Savings Bank, Mortgage Subsidiaries Controller and Auditor

Federal Reserve Bank, Bank Examiner

State Department Federal Credit Union, Customer Service Representative

Education

Marymount University, Arlington, VA

Master of Business Administration, Finance 1991

Duquesne University, Pittsburgh, PA

Bachelor of Science, Business Administration and Finance 1983

Licenses

Series 6 & 26

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