Customer Service Manager

JAMES J. SMITH

** ***** **** • Sandy Hook, CT ***82

Home: 203-***-**** ● ********@***.*** ● Cell: 914-***-****

Http://www.linkedin.com/in/JamesJJSmith

MANAGERIAL ROLES ADMINISTRATION, OPERATIONS, FACILITIES

Operations/Administrative/Facilities manager with record of success initiating and implementing systems

and procedures to facilitate cost effective operations within complex financial services organizations.

Areas of expertise include:

Creating High Performance Teams Call Center Management

Budgeting / Accountability / Business Planning Facilities / Space Planning

Business Continuity Staff Development & Training

Vendor Management Streamlining Operations

Telecommunications Project Management

Corporate Security & Record Retention Distribution Centers & Front Desk

PROFESSIONAL EXPERIENCE

INDEPENDENT FINANCIAL MARKETING GROUP, INC., Purchase, NY 1990 - 2008

A Sun Life Financial Company providing outsourced investment and insurance services as broker-dealer,

investment advisor and insurance agency to the bank / credit union channel.

SVP of Administration (1993 – 2008)

Coordinated and directed all daily administrative activities associated with over 150 Bank Brokerage

programs and a home office staff providing customer service and commission processing on over $7

billion of investment sales annually.

Established, staffed, trained and had direct oversight of various Processing Units, Corporate

Reporting Department, Distribution Center and Imaging Department. Innovation and increased

accountability led to numerous cost cutting initiatives

Hired, trained and supervised over 135 operational and administrative personnel in 40 remote

Bank Administration Centers nationwide whose improved performance resulted in improved

customer service, product control and revenue tracking

Successfully managed 225 employee, multi-location, 43,000 square foot corporate facility.

Accountable for facilities management, space planning, departmental move coordination, vendor

management and all lease negotiations with landlord

Managed company’s physical plant; established and maintained security levels and controls

Complete responsibility for purchase and day-to-day maintenance of the company’s Definity G-3

Telecommunications equipment

Successfully created and managed multi-million dollar budgets

Authored company’s Disaster Recovery Plan which consisted of 16 separate areas of

responsibility, each featuring a Business Impact Analysis and Business Continuity Plan

Operations Manager (1990 – 1993)

Coordinated and directed all daily administrative activities associated with a bank brokerage/insurance

program located within a $23 billion commercial bank.

Established and maintained policies and procedures for 110 full time stockbrokers, 8 sales

managers and 8 administrative staff

Maintained facility oversight for all back office and Registered Rep selling locations

Designed and implemented nationwide proprietary software system for sales processing, decision

support and management reporting

JAMES J. SMITH – Page 2

Eastern Region Sales Manager (1990)

Initiated entire annuity and securities program associated with the Eastern New York geographic

sector

Hired, trained and directed daily activities of a sales staff of 13 Registered Representatives and

one Sales Assistant

Created all forms and processes in order to complete trades on security and insurance products.

Acted as Company liaison to Bank Management.

CROSSLAND SAVINGS BANK, Brooklyn, NY 1984 – 1990

The 16th largest Thrift in the United States, with over 80 branches dispersed throughout New York,

California, Utah, Washington and Oregon.

Vice President and Region Manager (1985 – 1990)

Managed growth and development of products and services offered by the Operations Department

Coordinated and directed activities of a geographic region consisting of 22 bank branches

dispersed throughout Brooklyn, Queens and Manhattan that controlled over $3 billion of assets

Directed 500 employees as direct reports or through subordinates

Promoted to responsibilities that included the operation of newly acquired Western Division,

consisting of branches in California, Utah, Washington and Oregon

Assistant Vice President and Branch Manager (1984 - 1985)

Contributed to profitability by providing high quality customer service through a well developed

branch staff and physical plant while controlling costs and maintaining branch security

Within one year of being hired was given managerial responsibility for the Home Office. This

branch was the largest and most visible branch within the Crossland system.

Executive Assistant and Assistant Branch Manager (1984)

Developed and maintained standard of operation that ensured efficient service, promoted good

public relations and projected the image of Crossland Savings as a growing, competitive full

service financial institution

EDUCATION

BBA – Finance

Iona College, New Rochelle, NY

LICENSE

New York State Life, Accident and Health License

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