Quality Assurance Service

Kelley Lauer

***** ******* ******

Overland Park, KS 66213

Cell: 913-***-****

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

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PROFESSIONAL SUMMARY:

High performing Senior Operations Leader with a results oriented mind set. Progressive and

distinguished achievements in the areas of Back Office Operations, Transaction Processing, and

Customer Contact Centers. Adept at building and transforming departments through re-design,

automation, and employee development.

Delivers increased productivity, customer satisfaction, and bottom-line financial results.

Ability to quickly identify and resolve problems, effectively analyzing and trouble-shooting to avoid

re-occurrence.

Persuasive leader accomplished in motivating disparate teams to unite, develop, and translate

strategies into tactical execution.

Leads by example using personal expertise, perseverance, and innovative problem solving to fix

diverse challenges and deliver results.

Builds high performance teams capable of excelling in any environment.

PROFESSIONAL EXPERIENCE:

American Century Investments, Kansas City, MO 1987 - 2009

American Century Investments is a leading global investment management company employing over

1500 employees generating $250 million in revenue.

Director - Contact Center, Direct Sales and Service 2005 - 2009

Maintained a focus on the client through day to day leadership of contact center operations for the firm’s

no-load mutual fund business. Directed all aspects of the in-bound phone servicing teams comprised of

150 registered representatives. Budget accountability of $5 million.

Drove service strategy, staffing programs, resource planning, budgeting, and customer experience

delivery. Refined and championed quality review processes, coaching strategies, and service models in

support of corporate strategy. Aggressively monitored expenses to support business objectives and

financial targets. Managed client relationships with overall accountability for client satisfaction,

retention, and day to day servicing of accounts. Developed and executed business plans that improved

results in key areas such as employee engagement, process improvement, customer satisfaction, and

achieving corporate financial objectives.

During the most significant market storm in history during October and November of 2008, achieved

daily service levels and quality targets by introducing new prompts to smooth call arrival patterns,

adjusting call routing, and initiating an overtime-bundling program.

Increased leads generated and purchase opportunities by 16% in 2007 in spite of 50% of staff having

less than one year tenure.

Improved service levels from 60% to 84% and decreased abandonment rates from 23% to 1%.

Achieved by implementing a capacity planning model, revising job descriptions and measurements,

and restructuring work groups.

Kelley Lauer

Page Two

Director - Transaction Processing/Back Office Operations 2001 to 2005

Directed transfer agency operations with a staff of 200 employees accountable for processing all mail,

phone, and web transactions for mutual fund customers. Budget accountability ranged from $9 to $17

million. Daily oversight included real time monitoring of client satisfaction, evaluating policies and

procedures, work volume analysis and forecasting, employee coaching and performance management,

and strategy development and execution.

Significantly reduced cost per account through a fierce focus on process improvement initiatives.

From 2001 to 2004 reduced budget from $17 million to $11 million.

Increased staff productivity 35% by developing and implementing bonus and recognition programs

that focused on pay for performance without impacting budget.

Realigned incoming mail center operation with cost savings of approximately $1 million while

improving service levels and quality.

Director - Project Management 1999 to 2001

Project leader selected to replace the firm’s legacy record keeping system with an outside vendor. Two

year phased project that resulted in multi-million dollar savings. Directed a cross functional corporate

wide team in all elements of the conversion process.

Post system conversion, led a team of project managers who worked directly with new vendor on

system enhancements and new projects. Forty one enhancements successfully implemented on time

and under budget.

Manager/Assistant Director - Account Services 1987 to 1999

Accountable for all aspects of transaction processing and quality assurance with a staff of up to 400

representatives. Work output included new account set-up, account maintenance, purchases,

redemption, and other mutual fund processing activities.

Improved timeliness of processing transactions 20% through the creation of a generalized work

structure.

Achieved top quartile service quality results including an outside vendor’s Best in Class designation.

Successfully implemented new imaging technology - from paper to paperless.

EDUCATION:

Bachelor of Science - Personnel Management, Southwest Missouri State University, Springfield, MO

PROFESSIONAL DEVELOPMENT AND LICENSES:

Over 1000 hours dedicated to leadership and skill development courses throughout my career

2008 courses included Professional Selling Skills, Professional Sales Coaching Skills, and Selling

Thru Stellar Service

FINRA Licensed – Series 6, 63, 26

AWARDS AND RECOGNITION:

Guiding Principle Department Award Winner - Financial Success

Guiding Principle Department Award Winner - Challenging and Inspiring the Best People

Leadership Development Program Participant and Mentor - Multiple year participant hand selected

by Executive Leadership.

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