Customer Service Management

M ARK N OVAK

**** *. ********** **. ~ Aurora, CO 80016

303-***-**** ~ *****.****@*****.***

Q UA L I F I CAT I O N S P RO F I L E

Accomplished Senior Business Analyst with solid and progressive experience in all facets of business systems analysis,

process improvement, change management, and performance management. Astute business strategist with proven success in

enhancing operational efficiency, streamlining business processes, leading organizations through critical transitions, and

implementing cost control initiatives. Specialized expertise in understanding corporate culture, navigating organizational

dynamics, translating corporate strategies into tangible operating results, and delivering positive results. Regarded for the

ability to expertly drive processes and successfully motivate cross functional teams. Additional strengths include:

Business Systems Analysis • Strategic Planning • Process Improvement

Change Management • Innovative Team Leadership • Portfolio Analytics • Client Focused Work Ethic

Project Management • Customer Relationship Management • Performance Reporting & Analysis

HIGHLIGHTS OF EXPERIENCE

JANUS CAPITAL GROUP, Denver, Colorado (2006 – Present)

Senior Global Operations Analyst – Institutional Asset Management

Provided direction to all aspects of operations management, team leadership, reporting, and customer relations. Participated

in report development, database design, ad hoc reporting, and output analysis. Created sales, production, pipeline, and asset

reports and presented results to senior management, executive committees, fund boards, risk management, legal,

compliance and product development.. Formulated financial models to produce complex recurring performance reports,

which included investment performance relative to indices, third party peer groups, and over time. Partnered with

stakeholders to track and analyze operational influences on mission critical data. Delivered superior level of service to all

clients.

• Provided day to day support for mutual fund, separately managed and sub advised Institutional client accounts.

• Played a key role in introducing process improvements and enhancing efficiency levels.

• Spearheaded the development of reports, presentations, and dashboards that contained asset class and

composite/fund level performance statistics for globally distributed products.

• Handled performance calculation, investment reporting, benchmark attribution, and characteristics using the

Wilshire Abacus, Atlas, and FactSet software platforms.

• Developed reliable reports for senior management that aided in business decision making processes.

• Directed all aspects of the migration of client data from ONYX to SalesForce, which encompassed converting a

portfolio accounting system from Pacer to Dime and performing a Centralized Investment Database migration.

• Established new statement processes and auditing features that resulted in a 99.92% error free rate.

• Provided a low risk and cost effective operational infrastructure while performing business analysis, data

collection, data analysis and classification, transactional analysis, and workflow analysis.

U.S. BROKERS NETWORK, Monument, Colorado (2002 – 2006)

Professional Liability Underwriter

Served as the underwriting authority to quote, bind, and issue policies for retail agents, brokers, and wholesalers.

Supervised General Agents and General Underwriters in daily job tasks. Performed general underwriting responsibilities

including policy issuance, endorsements, cancellations, renewal solicitation, correspondence, maintenance of underwriting

standards, and authority guidelines.

M ARK N OVAK

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Cultivated a relationship with 30+ sub producers and developed new broker relationships that resulted in a 130%

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increase in business.

Assessed loss activity, evaluated current market conditions, and provided recommendations for improvement.

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MORGAN STANLEY INVESTMENT MANAGEMENT/VAN KAMPEN INVESTMENTS, Houston, Texas (1998 –

2002)

Senior Business Analyst, E Commerce Division

Pioneered the implementation of e commerce projects. Participated in the development of new functionality and design of

web pages related to online transaction systems. Worked with development teams and clients throughout all project life

cycles, which included setting project deliverables, analyzing business requirements, and managing development schedules.

• Led efforts to integrate new technologies to support e business initiatives, which enhanced productivity.

• Served as the primary liaison with business users to define requirements for applications.

• Ensured the successful implementation of all e commerce projects and initiatives pertaining to customer service

interaction, quality, and experience.

• Performed market research, competitive analysis, and market trend analysis to create functional and design

specifications for web application development projects.

MORGAN STANLEY INVESTMENT MANAGEMENT/VAN KAMPEN INVESTMENTS, Houston, Texas

Early Career:

Senior Reporting Analyst (1996 – 1998); Relationship Tracking System Analyst (1992 – 1996); Senior Account Executive

(1988 – 1992); Senior Service Representative (1987 – 1988); Unit Coordinator (1986 – 1987); Customer Service Associate

(1985 – 1986)

E D U CAT I O N & C R E D E N T I A L S

Bachelor of Science in Business Management (expected May 2012)

COLORADO STATE UNIVERSITY, Global Campus

Coursework in Business Ethics, Customer Satisfaction, and Investment Theory

RICE UNIVERSITY, Houston, Texas

Diploma in Computer Programming & Operations

MINNESOTA SCHOOL OF BUSINESS, Minneapolis, Minnesota

Undergraduate Studies

UNIVERSITY OF MINNESOTA, Duluth, Minnesota

Credentials:

Series 6, Series 63, Colorado Agent License (185556), Resident Producer Casualty & Property (Inactive)

TECHNICAL SKILLS

MS Office, MS Project, MS SharePoint, MS Visio, MS Query, HTML, FTP, SAS, Focus, Crystal Reports XI, Business

Objects Enterprise XI R2, SQL, Adobe Acrobat Professional, Dreamweaver, Fund Station, Siebel, ONYX, SalesForce

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