Customer Service Manager

Richard L. Garner

***** *********** ****, *****, ** 33625 813-***-****

Email ********@********.**.***

PROFILE_____________________________________________________________________

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An accomplished professional with years of progressive experience in multi-

site contact center operations, compliance & risk management, customer

service, and strategic & tactical planning. Champion of risk mitigation who

fosters a culture of compliance, with particular strengths as a successful

project sponsor and visionary leader.

Accomplished Global Facilitator, able to coordinate multiple complex

projects while running high volume contact center

Expert in streamlining workflows and document management/skilled in cost

analysis and budget development

Distinguished Communicator, effective as company spokesperson for financial

industry events

PROFESSIONAL

EXPERIENCE__________________________________________________________________

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1 Franklin Templeton Investments, St. Petersburg, FL

VICE PRESIDENT, GLOBAL RISK & CONTROL, 2008 - 2010

Areas of responsibility include Tax Reporting, Trade Control, Anti-Money

Laundering, Vendor Relations, Legal Transfer Special Services, Fraud

Detection & Prevention, Blue Sky Laws, Subpoenas, and Compliance. Created

robust compliance programs for SEC Rule 38a-1 and Sarbanes-Oxley rules by

assessing risk, testing processes, ensuring ongoing monitoring and policy

& procedure lock-down with a robust education and training plan.

Represented the organization on the Investment Company Institute Advisory

Committee and three National Investment Company Service Association

committees, serving as Industry Chair for two years.

Developed SAS70 risk assessments & monitoring with formal mitigation

criteria, greatly reducing company exposure.

Ensured on time and accurate reporting of all tax forms for the IRS, US &

international shareholders and financial advisors.

Oversaw the monitoring of accounts for suspicious activity to ensure

compliance to fund and prospectus guidelines.

Worked with US and International regulatory agencies to uncover fraud,

money laundering, and terrorist financing schemes.

Created Risk Scorecards for all divisions; wrote & published an Operational

Risk Whitepaper that is now used as a model in the industry.

Enhanced protection of customer non-public, private information by

suppressing social security numbers on correspondence.

Successfully coordinated all external regulatory agency audits, including

the Federal Reserve and SEC, for the organization.

VICE PRESIDENT, CUSTOMER SERVICE, 2004 - 2008

Led multi-site team responsible for providing high quality service and

building relationships for shareholders and financial advisors.

Successfully global sourced 80% of all new business and redemption

processing to new processing centers in India and Poland, maintaining data

integrity of work while creating change management programs for U.S. team.

Led the Inbound Call Profiling and High Volume Caller Resolution

initiatives, increasing ASA and ACW for Franklin Templeton Bank & Trust

customers.

Pushed for a fund by fund analysis by individual state law to enhance the

use of technology when registering to sell funds in the states in which we

do business.

Oversaw the implementation of two reduction-in-force events, impacting 16%

of the department across three sites.

Site Manager for St. Petersburg operation, on the Business Recovery

Governance Committee, back-up to President on the Corporate Emergency

Management Team, and Incident Commander for Emergency Management Team.

Drove implementation of Lean efficiencies by adopting process improvements,

eliminating wasteful steps in workflows.

Created & presented policy changes to Board who adopted all; one example

is redemption policies that greatly reduced risk.

DIRECTOR, SERVICE BUREAU, 2000-2004

Oversaw Business Systems & Reporting, Unclaimed Property & Escheatment, and

Business Output Management for the organization. Ensured that system issues

for US and International legacy systems were minimized, and system

enhancements were prioritized & integrated without impact to users. Led

system improvements to ensure production stability and data integrity for

global systems.

Led Program Managers as overall Project Sponsor for numerous key global

initiatives. Examples include the successful Global Imaging, 529 Plan In-

sourcing, and Workforce Management projects.

Saved $2.3 million by outsourcing all mail output while ensuring regulatory

requirements were maintained.

MANAGER, SHAREHOLDER CHANNEL, 1998-2000

Managed staff of 90 employees comprised of Operations, Customer Service,

and Project Management staff. Responsibilities included leadership and

direction to six Supervisory groups, Training Coordinators and Project

Analysts while facilitating and participating on various multi-site project

management teams.

Established automated divisional staffing and hiring process strategy for

the Shareholder Channel after producing accurate staffing projections.

Communicated the goals and participated in the recruitment/interviewing

process to ensure the procurement of the highest quality phone and

operations associates for our newly established channeled environment.

Ensured efficient communication of recruiting process to Training Team.

Led Call-Routing/Staffing/Workflow Analysis Team. Responsible for

successfully ensuring consistent communication and application of staffing

strategies to enhance customer quality while reducing call time across

multi-site environment.

2 Fireman's Fund Insurance, Tampa, FL

DIRECTOR OF FINANCE/BUSINESS DEVELOPMENT MANAGER, 1995-1998

Directed a multi-site operation, leading a management team and 105 staff in

finance, customer service, operations, underwriting, mainframe data

processing, and statistical reporting.

Consolidated all servicing carrier operations into a new nationwide

operations center.

Responsible for growth and profitability of workers' compensation and

automobile book of business for 24 states totaling $174 million.

Created winning bids to various regulatory agencies, achieving $70 million

of additional business.

Generated Contributed Profit of $14 million on income of $75 million over 3

years.

FINANCE & OPERATIONS MANAGER, 1993-1995

Managed all aspects of multi-functional department including business

planning, forecasting, personnel recruitment, actuarial, accounts

payable/receivable process.

Reduced uncollectibles and overdue premium receivables by 45% in 6 months.

Prepared, analyzed and oversaw a $15 million budget spanning 100 accounts

while controlling expenses.

Consolidated 300,000 records from three sites to the Tampa location.

Managed vendor relations, contracts and all aspects of mail operations.

Directed OCR Scanning project for check and draft processing, resulting in

50% staff reduction

ASSISTANT OPERATIONS MANAGER, 1990-1993

Created and directed training for start-up Customer Service Department/call

volume 12,000/monthly.

Achieved staff productivity increase by 44% in 8 months.

Development/implemented comprehensive internal controls system for in-house

audits.

1 Allstate Insurance Company, St. Petersburg, FL

Demonstrated progressive management experience from Unit Manager position

supervising 43 employees to Operations Development Manger, overseeing the

successful integration of reorganization.

Operations Development Manager, 1988-1989

Operations Division Manager, 1986 - 1988

Unit Manager, Supervisor, 1984 - 1986

EDUCATION &

TECHNOLOGY__________________________________________________________________

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BACHELOR OF ARTS: BUSINESS MANAGEMENT, University of South Florida, 1979;

additional coursework towards MBA. TECHNOLOGY PROFICIENCY: Microsoft Office

Applications including Excel and MS Project; Lotus Notes & Smart Suite.

Graduate of Center For Creative Leadership - Developing the Strategic

Leader.

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