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Manager Customer Service

Loganville, Georgia, 30052, United States
August 28, 2017

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Loganville, Georgia


Call Center Design & Operations Ethics & Regulatory Compliance Bank and Branch Operations

Top performing leader in driving results and possessing advanced knowledge in business leadership, focused on Regulatory Compliance, Operations Management and Human Resources/Personnel Management. Instrumental in streamlining processes, enhancing productivity and implementing solutions to meet organizational objectives, consistently recognized for company revenue growth and building positive relationships. Providing strategic leadership, driving innovation, and providing technical and operational direction across all teams.

Areas of Expertise

Process & Operations Improvement

Strategic Planning Expertise

Project Management

SEC/AICPA Independence Compliance & Operations Expertise

Call Center & Helpdesk Setup/Operations

Quarterly Business Planning

Training & Facilitation

Contracts & Negotiations

Professional Experience

Private Consulting 2015-Present

Atlanta World War 2 Roundtable 501(c) (3) Process improvement for membership notification system. Provided Project Management, design and research for automated system to notify membership of upcoming meetings and pertinent notifications. Successfully completed RFP within required time frame and performed all system testing required by client with the vendor Project resulted in reduced time expenditure required to notify members of key issues and meeting announcements.

Truck Rental Company Customer Service research and Process improvement. Provide insight into the daily operations of the rental return process with key issues observed with recommendations for changes in process.

WWW.AVETERANSSTORY.US Provided initial web hosting vendor research. Provide initial web page set-up and design along with system testing and training for Peter J Mecca, Georgia newspaper columnist and Veteran advocate.

PricewaterhouseCoopers LLP, Jersey City, New Jersey 1999-2015

Director on loan to Strategy& (Division of PwC) to design/manage Global Independence Compliance Call Center (7/2014-8/2015)

Designed and built functional Call Center in 5 days to facilitate the implementation of an Independence Compliance Program for the newly acquired firm (Booz and Co./Strategy&).

Managed the Compliance/systems call center & Partner Outreach call center for the newly acquired senior staff.

Maintained manual processes during the one year term until assimilation into the US and Global systems.

Initiated audit and clearance function for existing Partners and newly admitted Partners to ensure compliance with Securities & Exchange regulations.

Controlled target audience via HR Management System (PeopleSoft) and Peregrine case management.

Managed and supervised triage of all system and policy related issues.

Director, Ethics & Compliance Operations (6/2013-7/2014)

Director of Compliance and Systems Monitoring, managing all aspects of routine monitoring of systems, resolving issues and Problem Management. Key person in identifying and implementing changes in process, organization and personnel to resolve operations or functional issues.

Managed and triaged of all system and policy related issues for the Compliance Call Center.

Direct link between management and IT Management to ensure the smooth and efficient update to all systems and outage management across multiple teams and departments.

Managed innovation and change, applied resources in triage situations, resolved operational and system issues. Managed vendor relationships and contracts.

Senior Manager/Director Independence & CPA Compliance Call Center (1/1999-6/2013)

Designed and built functional Call Center in 8 days to comply with Securities and Exchange requirement.

Successfully managed operations of Independence & CPA Compliance Call center.

Proven ability to apply complex rule sets, with Auditor Independence regulations as per SEC, PCAOB, AICPA as well as the firm’s Independence rules.

Managed all levels of resolution to SEC rules and regulations questions and firm policies.

Proven ability to evaluate and synthesize large volumes of information to perform due diligence, compare and contrast nuanced fact sets, and recognize subtle differences and similarities in scenarios.

Proven experience responding to complex inquiries, performing research, analyzing data, identifying potential issues, making a decision, and documenting results/findings to support final conclusions.

Managed process improvements for Independence Compliance projects and process improvement initiatives.

Created “Partner Outreach” team to provide concierge service to senior board members and all Partners to ensure those with greatest exposure did not have exceptions to firm or SEC policies and regulations.

Managed target audience via HR Management System (PeopleSoft) and Peregrine case management.

Designed and managed 8 separate databases to track mandatory new hire and annual training firm wide for 60,000 US staff and Partners.

Entex Information Services, Atlanta, GA 1998 -1999

Project Manager

Orchestrated and managed projects involving total PC and systems integration with Call Center and Help Desk setups.

Provided leadership and project management to new desktop PC project for MARTA (Metropolitan Atlanta Rapid Transit Authority). Completed rollout 30 days ahead of schedule thus reducing overall expenses.

Designed and implemented streamlined communications to installation and sales teams to ensure seamless processes and procedures.

NationsBank NA (C & S National Bank), Atlanta, GA 1978-1998

Vice President/Manager, National HelpLine/Georgia HelpLine - Technical Support, Atlanta, GA 1992-1998

Successfully supported 3000+ File Servers and 30,000+ PC's and ancillary equipment nationwide.

Managed Platform LAN's, Teller equipment, technical and application usage support for all applications utilized by Banking Centers, Private Banking Centers, and Commercial Centers in the NationsBank franchise.

Project management for enhancements and upgrades on an ongoing basis. Key manager for identifying and implementing changes in process, organization and personnel.

Managed call center analysts and team leaders with all salary and budget responsibilities.

Managed call center analysts in supporting NationsBank associates nationwide regarding the facilities and services of the Bank.

Developed policies and procedures, Platform LAN's, Teller equipment, technical and application usage support for all applications utilized by Banking Centers, Private Banking Centers, and Commercial Centers in the state of Georgia.

Responsible for and provided top tier support to all areas of the banking centers by monitoring all levels of support teams.

Vice President/Regional Manager, Bank Services Admin/Corporate Prod. Support, Atlanta, GA 1986-1992

Project management support for line-of-business projects, initiated by management within either Treasury Management (Cash Management) and Payment Systems Support Divisions.

Successfully handled projects initiated by Treasury Management that impacted either of those two Divisions.

Project manager for three major bank acquisitions. Resulting in three on time closings with system and operational conversions completed on schedule or before.

Implemented and developed projects from inception to final realization involving coordination with bank and affiliate banks.

Represented the General Bank and Operations on projects for software/hardware replacement and/or enhancements, as well as new products and services. Directed project management i.e. design, testing, and implementation of Georgia and Interstate projects, e.g. allocation and management of resources, acted as resource regarding bank/branch operations, policies, procedures and systems. Project manager and liaison for all Georgia acquisitions, analyzing special requirements, legal, systems, and training.

Senior Branch Manager, Atlanta, GA 1978-1986

Responsible for the administration and efficient daily operation of 3 full service branch offices, including operations, lending, product sales, customer service, and security and safety in accordance with the Bank's objectives.

Developed new deposit and loan business; provided a superior level of customer relations and promoted the sales and service culture through coaching, guidance and staff motivation.

Achieved and consistently exceeded individual and branch sales goals through new business sales, referrals and retention of account relationships. Provided leadership, training and supervision as well as delegated; day to day operations to the Operations Officer. Represented and participated in community affairs to increase the Bank's visibility and promotes the banks efforts in the community invest act process.

Education & Training

American Institute of Banking, New York, Atlanta, GA

oVarious higher level courses for banking career. Accounting Principles, International Banking Operations, Letters of Credit, Commercial Bank Organization.

Wooster School, College Preparatory, Danbury, Connecticut

affiliations & Memberships

Society of Corporate Compliance and Ethics (SCCE)

International Credit Association (Past Atlanta President, Board of Directors ICA International)

Creditors International (Canada)

Credit Professionals International (CPI)

Past President West End Business Association

Civilian Representative Zone 4/5 Atlanta Police Community Board

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