Customer Service Project Manager

Denise A. Settimi

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

Lino Lakes, MN 55038

651-***-**** (home)

651-***-**** (mobile)

********@*****.*** (email)

Summary

Accomplished operations executive with experience in building and leading high-

performing organizations and extensive financial services industry and business process

expertise. Strategic thought leader with demonstrated ability to develop and execute

business strategy, while improving operational performance and increasing revenue.

Extensive background in balancing customer experience with need to achieve cost

competitiveness through focus on business process redesign, technology automation

and organizational structure.

Professional Experience

THE HARTFORD, Hartford CT 2003 - 2009

Chief Operating Officer and Assistant Vice President, Woodbury, MN

Led all aspects of Hartford Mutual Fund and 529 operations, including account

management, customer service, communications, training, compliance, business

analysis and reporting, as well as managing operational key account relationships.

Managed budget in excess of $90 million.

_ Developed strategy and identified and championed initiatives that reduce

controllable unit costs by 5% year over-year, while maintaining outstanding

customer service in growth environment.

_ Performed customer service above recognized industry standards for quality and

service, including six consecutive DALBAR awards for Mutual Fund Service and

high financial transaction accuracy as measured by National Quality Review

(NQR).

_ Merged Hartford Mutual Fund and 529 lines of businesses by converting

systems, relocating service operations, and leveraging best practices, resulting in

improved customer service and quality and reduction of approximately $1million

annually in employee costs.

_ Managed operational key account relationships with broker/dealer firms, as well

as relationship with wholesaling/distribution organization and provided

exceptional service as measured by independent third party. Accomplished while

successfully supporting significant growth in mutual fund division with assets,

doubling between 2004 - 2007.

_ Developed employees to ensure high-performing organization by eliminating

single points of dependencies and creating model used for succession planning.

Resulted in high employee satisfaction survey results and advancement of

employees.

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_ Served as active participant of National Investment Company Service

Association (NICSA) Midwest Committee, responsible for setting agendas and

creating curriculum for semiannual conferences focused on networking and

educating industry professionals.

AMERIPRISE FINANCIAL, INC., Minneapolis, MN 1986 - 2003

(formerly American Express Financial Advisors)

Director - Retirement Plan Services (1997 - 2003)

Led multi-functional teams (new business, transaction processing, customer service,

plan consultants) that provided service to approximately 12,000 financial advisors and

2.3 million retirement plan clients.

_ Exceeded key metrics with strong emphasis on streamlining operational

processes that improved efficiencies and reduced overall costs, while

consistently meeting and exceeding goals that measured advisor and employee

satisfaction, and customer service.

_ Merged 403(b) business into Retirement Plan Services, resulting in improved

service and reduced unit costs.

_ Defined and led small- and large-scale projects to successful completion,

including regulatory, product, technology and operational projects.

Manager - Retirement Plan Services (1994 - 1997)

_ Turned around low-performing team to one that outperformed all peer groups as

measured by quality and advisor and employee satisfaction.

Trust Officer (1988 - 1994)

_ Led trust administration and record-keeping functions that provided high-quality

service that achieved timeliness, accuracy and overall satisfaction of services

provided to corporate clients and their service providers.

_ Ensured compliance with pension legislation by completing annual account

reviews to 300+ qualified retirement plans.

Education, Licenses and Training

_ BS - University of Minnesota - Duluth

_ FINRA Series 6, Series 7, Series 24, Series 51

_ Six Sigma Champion Training

_ Certified Project Manager (CPM) University of Minnesota

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