Service Management

Linda Saginario

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

Address: *** ****** ******

City: North Babylon

State: NY

Zip: 11704

Country: USA

Phone: 516-***-****

Skill Level: Management

Salary Range: $85,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

iLINDA SAGINARIO

474 Silver Street, North Babylon, New York 11704

Home Phone: 631-***-****

Mobile Phone: 516-***-****

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

Summary

Thirty years of Client Service and Management experience in a fast paced service oriented high volume environment. Excellent leadership, project management and client-facing skills. Implemented programs to initiate feedback and strategic direction to client senior management. Highly motivated, detail oriented and creative in the delivery of services.

Professional Experience

Broadridge Financial Solutions, INC. (Formerly ADP Brokerage Services)

Edgewood, New York

A leading provider of transaction processing systems, desktop productivity applications, and investor communication services to the financial services industry worldwide.

November 2005 a Present

January 2009

Senior Manager a Institutions Client Services

Responsible for the management and support of the ProxyEdge product and its institutional clients. Manage the daily activities for approximately 2,000 Institutional clients, client service team and support staff. Interface with clients, systems, and account management and production resources

Responsibilities include:

Maintaining, strengthening and growing client relationships through comprehensive oversight and management of all accounts.

Responsible for coordinating the efforts of internal team to effectively develop contracted deliverables and exceed client expectations.

Responsible for recommending staffing, client satisfaction and prioritization of client and project workflow, while ensuring that quality of all work meets SLA and WCS standards.

Act as liaison with all internal departments to communicate client needs. Lead the development of proactive client measurements through Voice of the customer and proactive action watch list and calls.

Overseeing, coaching and mentoring team supervisor and client service representatives.

Fostering an environment of teamwork and collaboration with internal areas.

Significant achievements include:

Achieved a 32% reduction in controllable expenses for FY 2012

Held the title of Top Department for two consecutive years 2011-2012

Was responsible for the project administration of a variety of assignments. Spearheaded the establishment of the Remedy Workflow Management System to be the first tracking system used by all the client service teams for all client inquiries. This provided senior management with metrics on service delivery.

Participated in webinars for institutional clients and spearheaded a survey sent to clients for feedback on future topics to be covered during webinars throughout the year. Collected data and initiated all future webinars based on client feedback and needs.

Have consistently exceeded domestic client Service WCS scores year after year at a rate of 95% or better.

Headed the creation of a process and procedures guide for the Institutions client service teams to ensure consistent delivery of service as there was no formal training for both on boarding or existing associates.

Analyzed and streamlined operations to obtain productivity efficiencies by assisting in the transitioning of the account set-up process to the vote audit processing team.

Implemented and established departmental quality measurement standards that raised awareness for staffing models and associate intake of volume processing for delivery of better service.

November 2005 a January 2009

Senior Manager a Global Banks Client Services

Significant achievements include:

Management of the daily activities for the Global Bankas client service department including interfacing with clients, systems, marketing and production resources.

Project administration for all processing of new client implementations and process improvements or system enhancements a Was a member of the team who created and implemented the automation of the Power of Attorney process for the Global Banks clients. Ensured rollout of product was successful by working with clients to gain their input.

Cultivation of client relationships a Attended client QBR with Product management, Account management and other various members of the client service team.

Onsite client visits and strategic planning discussions a Created and distributed a user guide for client onsite visit training. Performed training with client representative.

Participated in E-conferences for global clients

Headed the creation of a process and procedures guide for the Global Banks client service team to ensure consistent delivery of service as there was no formal training for the team.

Analyzed and streamlined operations to obtain productivity efficiencies and improved service levels. Transition of Global Account Set-up - Streamlined account set-up process by transitioning the functionality to the vote processing team. (2) Global Billing Functionality - Transitioned the Global Banks monthly billing functionality from client services to Finance.

Adecco USA

Melville, New York

Oct 2004 a Nov 2005

The largest staffing and HR solutions company in the world that provides a comprehensive range of human resources services, from temporary and full-time staffing to managed and career services, e-business solutions and beyond.

Program Director

Significant achievements include:

Oversee the implementation and manage activities for the Recruitment Outsourcing Program a Headed a team of 26 associates who held a variety of positions for the recruitment process.

Developed streamlined processes to obtain productivity efficiencies and quality service delivery a Initiated the development of a scheduling component that provided the ability to conduct phone interviews every hour.

Successfully managed the daily operation of the Service Center and administrative support groups

Handled recruitment activities for all Service Center staff a sourcing, interview, selection, orientation

Established training initiatives to ensure full utilization of Client recruitment system and cross training of functional staff.

Directed the coordination and activities for client hiring events.

Responsible for the Quarterly client compliance process for OFCCP a Worked with Internal and external auditors to ensure hiring packages were compliant by state laws.

Consistently met and/or exceeded client Service Level Agreements

Humanic Solutions, Inc. (Formerly Fiserv HRIS)

145 Pinelawn Road, Melville, NY

June 1993 a Oct 2004

Comprehensive Business Process Outsourcing of systems and services for large organizations seeking a solution for their HR needs. Outsourcing solutions include HRIS, Payroll, Benefits Administration, Employee Self-Service (IVR and Web), New Hire Onboarding Service Center, Call Centers, Case Management Application and Knowledge Management Systems.

Director a Client Services

Nov 1998 a Oct 2004

Oversee the daily operation of client specific dedicated Service Centers and Help Desk. Responsible for all client-facing interactions relating to service delivery, client satisfaction, consulting, and account development.

Significant achievements include:

Successfully directed the daily activities for five major client implementations by working with conversion team and clients to ensure proper set-up of payroll, benefits reporting etc. Completed successful conversions for Credit Suisse First Boston, Morgan Stanley, Stanley Works, 360 Communications and Chevron Phillips Corporation.

Developed Customer Care Centers resulting in more efficient and effective processing. Worked closely with the clients to evaluate their needs and customized the CCC support accordingly. One major requirement was to ensure all time zones were serviced as required.

Developed process and procedures guides to support client service delivery

Ensured service level achievement and client satisfaction a Performed client onsite visits and frequent calls for status updates.

Implementation process for new clients a both full service and help desk.

Service Quality Assurance Program.

Process Reengineering Consulting a Worked with potential clients to provide them with analysis on the savings for outsourcing functionalities regarding payroll services and benefits.

Recruitment activities for all Service Center staff a sourcing, interview, selection, orientation.

Training initiatives a Developed and created training modules for associates with regard to customer satisfaction skills inclusive of phone skills, follow-up and organizational skills.

Project Management

Budget and Financials

Achievements recognized by numerous Service Excellence Awards

Manager a Client Services

June 1993 a Nov 1998

Managed all aspects of HR outsourcing services delivery (HR and employee inquiries, comprehensive transaction processing and reporting).

Significant achievements include:

Sourcing, Recruitment, Selection, Orientation and Training of customer service staff.

Structuring of service delivery teams.

Defining team functions and roles.

Planning and directing activities of multiple service teams.

Interfacing with client management.

Monitoring service delivery standards and reporting.

Enhancing service models, including process reengineering.

Participating in strategic planning activities.

Consistently achieved and surpassed service delivery standards. Service Team accomplishments, as well as individual accomplishments, were acknowledged with Service Excellence Awards.

Participation in Monthly Business Review and strategy meetings with client.

Project Management initiatives to include the consolidation and divestiture of a clientas 50,000-employee regional HR office structure, resulting in significant savings and improved service delivery for client.

Automatic Data Processing/Managistic

New York

March 1977 a May 1993

Payroll Accounting Service Bureau servicing over 425,000 clients with annual revenue of $4.8 Billion

Client Service Manager

Managed client service delivery and multi-disciplinary sales support staff for an account base with annual revenue of $3 Million. Responsibilities included service center daily operations, reporting, recruitment and selection of staff, and budgets.

Education

Bachelor of Science a Organizational Management a St. Josephas College, NY

Bilingual Spanish

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