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Customer Service Manager

Lemont, Illinois, United States
January 09, 2018

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Professional Summary


Work History


**** ***** ******, ******* *****, IL 60516 (H) 630-***-**** (C) 630-***-**** A Relationship Manager with 27+ years' experience dedicated to providing exceptional service for the mutual fund and closed-end fund businesses to investors, advisors and broker dealers. I worked in close collaboration with sales, compliance, legal and marketing to update mutual fund and closed-end fund practices within the organization. I work well in a fast paced environment with demanding clients to provide detailed information and services. Client Relations

Negotiation skills

Analytical Skills

Operations Management

Business Development

Various Mutual Fund Systems Knowledge

Employee Relations

Succession Planning

Vice President of Shareholder Services 01/2006 to 08/2017 Nuveen Investments – Chicago, IL

Primary oversight of various transfer agents including Boston Financial Data Services (BFDS) and Computershare to achieve superior service for our investor and advisors in regards to the mutual fund and closed-end fund business. Provided leadership, operational management and business development within the organization. Building and maintaining strong business relationships with identified client base. Identifying growth opportunities and working collaboratively with Business Development. Recipient of all positive reviews acknowledging dedication to excellent service. Provided an elevated experiences to generate a loyal clientèle. Worked closely with multiple departments included but not limited to sales, compliance, legal and marketing. Identifying and Interpreting the meaning of the industry trends for the mutual fund business. Working in and fostering a continuous process improvement environment. Demonstrated attention to quality professional services, and an ability to improve performance in these areas. Successfully handled the on-boarding of institutional investors into the mutual fund product line. Oversight of all escalated complaints received including correspondences with the Securities and Exchange Commission (SEC).

Assistant Vice President of Dealer Services 07/1997 to 01/2006 Nuveen Investments – Chicago, IL

Managed a team of 3 supervisors responsible servicing the broker dealer community. Ensured superior dealer experience by addressing their concerns, demonstrating empathy and resolving problems on the spot.

Served as the main liaison between dealers, management and the sales team. Managing of our Customer Information Management Systems (CMS) team with a group 1 manager and 8 associates responsible for the accuracy of advisor and broker dealer information. Recipient of all positive reviews acknowledging dedication to excellent dealer service. Education


Computer Skills

Manager of Customer Service 05/1991 to 07/1997

Nuveen Investments – Chicago, IL

Managed call center from initial start-up to full operational status with 25 client service representatives. Accurately documented, researched and resolved advisor service issues. Mastery of advisor service management systems and databases. Provided incentive to increase productivity by offering employees awards for best customer service. Conducted performance reviews for all Advisor Service Representatives to reduce resolution time and improve customer satisfaction rates.

Analyzed call volume and average call time to monitor Advisor Service Representative performance and productivity. Effectively managed a high-volume of inbound and outbound advisor calls. Addressed and resolved advisor product complaints empathetically and professionally. Identified chronic advisor issues by creating and maintaining customer complaint log. Prepared reports and communication for senior management. Managed high call volume with tact and professionalism. Acted professionally and patiently when addressing negative advisor feedback. Advisor Call Center Representative 05/1990 to 05/1991 Nuveen Investments – Chicago, IL

Mastery of customer service management systems and databases. Effectively managed a high-volume of inbound and outbound customer calls. Identified chronic customer issues by creating and maintaining customer complaint log. Responded to all written complaints.

Resolved service, pricing and technical problems for customers by asking clear and specific questions. Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment. Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly. Met or exceeded service and quality standards every review period. Bachelor of Science: Finance 1990

Benedictine University & College - Lisle, IL

FINRA: Series 6, 7, 63, 65

DST: TA2000, AWD, DSTVision, 3270 Rumba

NSCC: Profile II

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