Customer Service Six Sigma

Kathryn Hills

** ********* ***** **, ***** hook, CT 06482 * Phone 203-***-**** * Email:

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

SUMMARY

A certified Six Sigma Green Belt, working as a Compliance Analyst with an

expertise in both Compliance and Operational analysis. I have had various

responsibilities in the last five years, most recently reporting to the

Chief Compliance Officer of Allianz Global Investors Managed Accounts, a 27

billion dollar Wrap Fee Program.

Allianz Global Investors Managed Accounts LLC

New York, NY

Compliance Analyst June 2010 - Present

. Work with the Chief Compliance Officer to maintain, update, and test

the Compliance Program.

. Assist in documenting and reporting for the mandatory 206(4)-7 annual

compliance review.

. Assist with internal and external audit and regulatory requests.

. Daily communication with Senior Management on various business and

compliance matters.

. Create and assist in training presentations for all employees within

AGIMA.

. Monitor employee emails on a daily basis in accordance with the

external/internal communication policy.

. Oversee the error reporting process.

. Prepare and submit Regulatory filings.

New York, NY 2008 - 2010

Business Analyst of Managed Accounts

. Organize and manage the quarterly/annual delivery of the Form ADV,

Privacy Policy, and Prospectus while ensuring the mailing process is

consistent with the company's policy.

. Administer and record voting of proxies for client accounts.

. Create and oversee SharePoint intranet sites (e.g., Contracts

organization, error processing and billing reconciliation).

. Review Investment Policy Statement within contracts to identify

restrictions, determine operational feasibility as well as the firm's

ability to maintain compliance with the contract requirements as it

relates to the strategy.

. Coordinate process for, and oversee the operational set up of new

product and/or strategy launches.

Accomplishments:

. Nominated for the CEO Standing Ovation Award, the highest achievement

at Allianz Global Investors. This nomination recognizes employees with

a consistent and repeated pattern of service excellence, contributions

above and beyond their basic job responsibilities or significant

single event which impacted client service excellence and/or made it

easier to do business with AGI-US Retail. The project which I was

nominated for enhanced operational processing efficiencies and helped

save Allianz Global Investors a net amount of approximately $479,000

over a three year period.

. Received The Applause Award for dedication to enhancing an inefficient

process that resulted in a positive impact on business.

. Six Sigma Green Belt Certified.

. Received certification from Allianz Global Investors in Project

Management Essentials.

Fidelity Investments

Lewisville, TX 2007 - 2008

Client Service and Support Associate

. Delivered excellent service for inbound inquiries from multiple lines

of business as well as clients.

. Utilize Mainframe, BenefitsWorkStation, and FPRS to research inquiries

on transfer of assets in client accounts. Educated inbound callers

with policies and procedures, in an attempt to provide a seamless

process for the client.

. Acted as a liaison between clients, business partners, and/or contra

firms to help resolve client issues.

Southlake, TX 2007 -2007

Research and Resolution Specialist

. Researched participant, client, vendor and internal customer inquiries

in BenefitsWorkStation, PSW, FPRS Mainframe, and Nice Call Query and

responded in a timely, professional manner. Duties included active

case management of issues with inbound and outbound calls to

participant until resolution was reached and contact participants,

clients, and outside financial institutions in writing and via phone.

. Consulted with participants to categorize Fidelity Funds by risk

versus reward, with an awareness of how it relates to participant life

cycles.

. Effectively managed work queue by reviewing and investigating

participant and plan level issues, processed adjustments when

necessary, resolved items, and informed participants, clients and

internal partners of outcome.

. Handled challenging clients and situations with diplomacy.

Marlborough, MA 2006 -2007

Operations Analyst

. Created and maintained daily schedules for approximately 300

associates in Totalview application.

. Ensured a balance with off-phone activity and coverage to maintain a

90% customer service level in both Marlborough and Salt Lake City

sites.

. Utilized multiple programs such as Canvas, Totalview, and Agent

Administrator to provide sufficient coverage for on and off-phone

activity. Executed shift bid process through updating the scheduling

application, Agent Administrator.

. Proactively communicated intra-day call center performance and

staffing changes to the business. Data for communication was obtained

daily from the Nice and Sysco applications.

. Administrator of the records keeping system Nice for archiving inbound

and outbound calls.

. Ensured accuracy of information entered into various applications,

such as Totalview, Agent Administrator, Canvas, and Nice in a timely

manner.

. Performed audits on the various applications to adjust to changes

occurring with attritions, new hires, representatives skill sets,

shifts, and managers.

. Created and maintained a relationship with members of the Salt Lake

City support team to create a positive work environment and effective

communication.

Marlborough, MA 2006 - 2006

Retirement Services Specialist

. Ensured world class customer service was delivered to all

participants.

. Researched and communicated plan specific information in

BenefitsWorkStation to assist participants with various requests.

. Utilized various desktop applications to process transactions

including: enrollments, exchanges, withdrawals, and updating

participant's account information.

. Took initiative and created daily letter to team providing information

on plan changes and transaction guidelines found in the intranet

policies and procedures.

Education

Castleton State College Bachelor of Science - Communications Digital

Media, with a minor in Literature

Skills and Applications

Microsoft Office, BenefitsWorkStation, FPRS Mainframe, TotalView, Agent

Administrator, Canvas, Nice Call Query, Crystal Reports, SQL Server,

ProxyEdge, SharePoint, Wrap Request Database, Fiserv APL, Bloomberg,

Microsoft SharePoint.

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