Customer Service Manager

Colleen Kelly

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

Address:

City: Monponsett

State: MA

Zip: 02350

Country: USA

Phone: 339-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Experienced Manager, excellent at juggling multiple tasks and working under pressure. Broad industry experience includes Mutual Funds, Operations and Call Center and Process Improvement.

Educational Background:

High School Dipolma from Englewood High School, Jacksonville FL 1/2001 to 6/1981 (College Prep)

Job History / Details:

Professional Profile

Experienced Manager, excellent at juggling multiple tasks and working under pressure. Broad industry experience includes Mutual Funds, Operations and Call Center and Process Improvement.

Qualifications

Proficiency in DST products (Encorr, AS 3700, Rumba, TANT, Contact, AWD), Changepoint, Microsoft (Excel, Word, Powerpoint), Outlook, CMS, Nice, Centerview

Strong verbal communication

Conflict resolution

Quick learner

Customer satisfaction

Customer service

Experience

February 2008 to June 2012

MFS Investments Quincy, MA

Section Manager

Successfully managed Operations team dedicated to the processing of 529 account setups, and transactions within or exceeding department quality goals.

Created and maintained all procedures related to 529 account processes.

Coordinated various projects within the Operations department to improve cross functionality.

Performed all associate reviews including development and progressive discipline as needed.

Contributed to department goals for quality and completion of work within specified time frames by implementing improved work flows and tasks, tracking and trending errors and creating job aides.

June 1999 to February 2008

Boston Financial Data Services Quincy, MA

Line Manager

Managed team of 16 associates responsible for the timely and accurate processing and quality inspections of all financial transactions.

Worked closely with the Client to develop and enhance procedures.

Achieved and maintained NQR 5 Star status each quarter commencing in January 2007.

Improved work flow process of complex transactions by developing and implementing process whereby the complexity could be identified and distributed using a work flow distributor.

Managed team of Customer Service Representatives and Fund Liaisons dedicated to servicing the Wells Fargo Funds' Institutional clients.

Achieved Dalbar awards for customer service.

Transitioned a single client call center staff to a multi-client Shareholder Services team by analyzing and identifying client specific training needs, creating training materials, and implementing the program.

Maintained staff records documenting recognition as well as disciplinary and attendance issues.

Created development plans and delivered merit and developmental reviews.

February 1997 to April 1999

Scudder Kemper Investments San Diego, California

Senior Account Representative

Relocated to San Diego phone center in order to provide training and support to Integrated Work Team initiative where the phone representatives' down time was leveraged to assist with the processing of operations work via AWD.

Conducted AWD utilization and research classes and served as an on site resource for the telephone representatives.

Also acted as the liaison to operations establishing work flows, documenting procedures and piloting new technology such as Foxpro (RightFax), various Electronic Forms / Workflows, Future Dated Trades (seed money), and developed process to utilize FaxIn to ensure timely scanning of paper work created on site.

Monitored staffing and adjusted schedules to assist in the attainment of service levels (IEX Scheduler)

Obtained Series 6 and 63 licenses in order to service customer inquiries and support the staff.

Monitored and Coached representatives providing weekly feedback to the associates and the management team, identifying strengths and areas for improvement.

September 1991 to February 1997

Scudder, Stevens and Clark Norwell, MA

Senior Account Representative

Assisted management in the daily assignment and distribution of New Accounts and Financial Transactions.

Supervised paper and image work flow distribution.

Supported staff as a resource.

Communicated personnel issues to upper management.

Participated in various projects: AWD and IWS Workstation implementation, including developing test scripts and performing testing for new computer processing applications.

Sept 1981 to Jun 1993

Stop and Shop, Inc Rockland, MA

Various positions.

Front End Supervisor; managed cashiers and bundlers, scheduled breaks, and resolved customer complaints.

Courtesy Booth; balanced cashier tills, prepared bank deposits, fulfilled customer requests; check cashing, money orders, lottery.

Education

Bridgewater State University Bridgewater, MA

Liberal Arts

Contact this candidate