Manager Customer Service

Tracey Kannegieser

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

Address:

City: Flower Mound

State: TX

Zip: 75022

Country: USA

Phone: 972-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Skilled Financial Service Call Center Manager talented at improving team performance through innovative management techniques. Offers thoughtful, comprehensive and constructive feedback to staff members to promote productivity and company loyalty.

Educational Background:

High School Dipolma from Kean University, Union City NJ 1/2001 to 5/1994 (Elementary Education/Psychology)

Job History / Details:

Summary

Skilled Financial Service Call Center Manager talented at improving team performance through innovative management techniques. Offers thoughtful, comprehensive and constructive feedback to staff members to promote productivity and company loyalty.

Highlights

Procedure development

Strategic planning

Analytical

Personable

Troubleshooting and problem solving

Flexible

Series 6, 7 and 63 License

Team building

Cost reduction and containment

Staff retention

Relationship building

Client relationships

Experience

August 2010 to Current

Lewisville Independent School District Lewisville, Texas

Substitute Teacher

Teach K-12 grade level students in both general and special education classrooms.

July 2004 to May 2007

Scotch Plains/Fanwood Board of Education Scotch Plains, New Jersey

3rd Grade Teacher

Developed interesting lesson plans to meet academic, intellectual and social needs of 3rd grade students.

Involved with student Individualized Educational Plans.

Responsible for student evaluations and parent communications.

Attended and utilized strategies presented in professional workshops on inclusion and differentiation.

February 2004 to May 2004

Upper Saddle River Board of Education Upper Saddle River, New Jersey

6th Grade Teacher ( Maternity Leave Replacement)

Employed culminating activities and differentiated instruction to encourage student learning and build community within the classroom.

Responsible for teaching 6th grade students Language Arts and Math curriculum based upon district standards..

March 2002 to November 2002

Morgan Stanley Jersey City, New Jersey

Manager, Equity Services Communications Department

Developed and managed business plan for Employee Stock Option Communications Department

Managed and trained staff of three communications specialists on processes and procedures

Responsible for timely mailing of ESOP client statements and grant award letters

Responsible for budgeting and forecasting financial to senior management

Conducted quarterly performance reviews

Designed and wrote business requirements and communication procedure manuals for internal staff to be implemented on divisional intranet

Increased customer service relationships with all major clients by ensuring all documents are quality reviewed and mailed in standard service airframes

June 1999 to August 2000

Morgan Stanley Jersey City, New Jersey

Manager, 401 (k) Participant Service Center

Developed and managed inbound call center with a staff of 10 PSR's, supporting calls from 401 (k) plan participants.

Trained, call coached and evaluated employee performance on a quarterly and annual basis

Responsible for hiring and terminations.

Maintained aggressive service levels on a daily, monthly, quarterly and annual basis.

Adhered to SAS 70 Requirements

Created and maintained departmental procedure manuals

July 1997 to May 1999

Citigroup East Brunswick, New Jersey

Manager, 457 (b) Deferred Compensation Participant Service Center

Managed a staff of 30 financial counselors that supported incoming calls from deferred compensation participants.

Ensured service levels were continuously met and reported to senior management on a monthly basis.

Education

1994 Kean University Union, New Jersey

Bachelor of Arts Elementary Education/Psychology

Elementary Education Certified Teacher (K-8)

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