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Manager Customer Service

Location:
Crofton, Maryland, United States
Posted:
March 27, 2019

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Resume:

John Koorey

Customer Service/

Office Manager

**** ********* **. *******, ** 21114

631-***-**** ac8w6i@r.postjobfree.com

Growth-Minded Executive… with proven record exceeding aggressive performance metrics within highly visible corporations with a comprehensive transfer agency background specifically in mutual fund and financial service operations. Highly experienced in shareholder and broker/dealer phone service with a robust knowledge of NASD and SEC regulations governing account services. Strong leadership skills in managing teams of managers and phone representatives to achieve industry-recognized quality service levels. Proven record of creating and implementing innovative and highly effective process improvements to enhance phone services.

A

reas of Expertise

Key Accounts

Business Operations

Profit Growth

Team Building

Investor Relations

Business Development

Sales & Marketing

Vendor Management

Strategic Partnerships

Instrumental in business development, sales, and marketing programming

Trained executive staff

Pushed forward business development opportunities to enhance operations

Consistently maintain exemplary numbers in quarterly / annual budget and goals

Built strong and high-performing teams

Experience & Results

The World of Sporting Luxury Washington, D.C. – June 2016 to June 2018

OFFICE MANAGER/VENDOR MANAGER

Installed and maintained office equipment including internal network.

Maintain vendor relationships for Internet sites, Telephone systems, Copier, and Fax.

Payroll and Benefits contact for staff. (4-6 people).

Supported business Owner in implementing new services or benefits and maintained all services in the Owners absence.

Bennett Group Financial Services · Washington, D.C. · June 2006 – to June 2016

Chief Operations manager

Manager for all brokerage operations using Western International Securities as the broker/dealer and J.P. Morgan as the transfer agent. Responsible for all customer service matters and back office liaison duties.

Completed all account applications for new business to include all transfers and supporting documentation.

Oversaw all work executed by broker/dealer and transfer agent to ensure compliance and accuracy.

Initiated processing of all brokerage account requests utilizing online MORCOM system.

Collaborated with registered representatives to execute all mutual fund and stock equity trades.

Oversaw growth in customer base from 800 to 1,300 clients.

Established ongoing ‘Issues & Concerns’ report to best minimize escalations

Computershare Fund Services · Hauppauge, NY · Aug, 2005 - Jan, 2006

Call Center manager

Supervised a 90-seat proxy solicitation call center. Rendered staffing recommendations based on call campaign priorities; Maintained staffing flexibility during a shift to accommodate changing priorities. Opened, closed and managed call center on weekends.

Served as a resource for training and mentoring customer service representatives on correct phone etiquette.

Analyzed current campaign reports to properly assign daily staffing to ‘high priority’ clients.

Achieved an average of 50 calls per day per rep.

J&W Seligman & Company, Inc., · New York, NY · 1999 - Apr, 2005

Assistant Vice President - Unclaimed Property/Work Management/Research - Nov, 2003 - 2005

Responsible for the daily work flow of scanned items to proper work queues. Upheld procedures for returned mail to maintain contact with shareholder base to prevent escheatment of assets to any of the 53 state jurisdictions that require annual reporting.

Reviewed departmental postal procedures and amended them to gain a savings of upwards of $30K annually.

John Koorey (page 2)

J&W Seligman & Company, Inc., · New York, NY · 1999 - Apr, 2005 (continued)

Assistant Vice President - Client Services, Seligman Data Corporation - 2001 - Nov, 2003

Directed two call centers with distinct 1-800 numbers with four supervisors leading a staff of twenty Customer Service Representatives (CSR) to process calls for the transfer agent for the J&W Seligman & Company. Managed budget of $1.2MM for two phone units.

Designed and implemented in-house application providing capability to monitor CSR’s phone quality in accordance in DALBAR standards.

Maintained a record of phone service quality at industry-leading levels as determined and measured by rating services DALBAR and NQR.

Created and distributed ‘911 Hotline’ problem report that detailed procedures on incoming complaints from registered representatives with notification to appropriate sales personnel.

Promoted four top producing CSRs to the Seligman Advisors within 20 months.

Earned DALBAR Key Honors Award for dealer phone service.

Trained an Assistant Vice President and Manager on operations for a second site in Portland, Maine.

Manager, Financial Planner Services - 2000 - 2001

Led staff of four phone representatives to maintain and develop client list representing top producing brokers in a financial planner distribution channel of more than 300 planners with $575MM+ in assets. Reported directly to the Assistant Vice President.

Groomed phone representatives for possible migration to inside sales desk.

Liaised with new external wholesalers to coordinate top producer/fianacial planners’ goals in servicing clients.

Determined procedural and transactional account exceptions involving broker clients.

Lord, Abbett & Company · New York, NY · 1988 - 1999

Assistant to Director of Shareholder Services

In charge of resolving operational problems for regional managers and internal wholesalers. customized and implemented pc software ACT to automate problem resolution procedures. Key involvement with NSCC (Fund/Service-Networking) departments as transfer agent (DST Systems). Prepared compilation As/Of reports for presentation to Board of Directors.

Instituted system for Sales Force to pay for As/Of account corrections from pre-established budget to preserve sales client relationships and protect organization from SEC fund audits.

Managed all Fund proxy votes since 1989; all successfully completed.

Oversaw audit - Funds collection, CDSC fees for repaying third-party financing contracts.

Chaired Prospectus Review Committee which rewrote 13 Fund Prospectuses under new SEC Simplified Language guidelines.

Introduced Imaging System; oversaw installation of 14 workstations in Shareholder Services.

Education & Development

Bachelor of Science · Economic Zoology · Clemson University

Certifications: NASD Series 7, 63, 65

Professional References Available on Request

Additional work history available upon request.



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