Customer Service Sales

Career Profile

Accomplished Director of Operations and Customer Service, with expertise in managing large scale call center and back office processing environments, as well as leading large scale legal document remediation projects for a major global bank. Proven experience in driving World Class quality results while creating highly efficient operations in either expanding or contracting business environments. Proven customer relationship management skills

that result in partnership relationships with internal and external customers.

Professional Experience

Mphasis Chicago, Illinois

Senior Operations Project Leader June 2014 – March 2016

Led large and small scale legal document remediation projects capturing key and core term metadata from legal documents on various internal bank systems for a major global bank, with on and offshore legal analysts. Department sizes exceeded over 100 Legal Analyst’s with a budget of over $5.5 million in 2015. Achievements include:

Delivering high quality results (99.6% quality rate) over various phases of both projects for Commercial and Corporate Investment bank departments

Facilitated the working operational /system structure of the project in collaboration with the client

Created a quality review program to exceed client quality SLA’s

Successfully delivered results in agreed to timeline targets, under budget by $1 million

DST Systems, Inc. Kansas City, Missouri

Director of Operations January 2003 – November 2011

Managed and provided strategic direction for Shareholder and Broker Operations Departments supporting the DWS Investments Retail and Institutional Mutual Funds. Department sizes were between 50-75 associates with annual budgets ranging between $2 - $4 million. Achievements include:

Successful downsizing of departments processing transactions and inbound service calls, and reducing expenses by 40% over 5 year period.

Exceeding client defined Service Level Agreements for quality/timeliness of processing and all call center metrics, as measured by Industry accepted 3rd party quality organization.

Leading all client monthly operational meetings and producing all Board ready management reports, daily dashboards and Service Level Agreement reports.

Responsible for supporting all client 38a-1 related activity including quarterly compliance reports, leading annual CCO onsite meetings and co-ordination of responses for annual Compliance due diligence questionnaires.

Responsible for oversight of the disaster recovery program for all clients of the Full Service Division of DST Systems.

Meeting all timelines and deliverables for ongoing client initiated projects for Operations, Sales, Legal and Compliance Departments.

Scudder Investments Service Company Kansas City, Missouri

Vice President December 1997 – January 2003

Managed and provided strategic direction for the Shareholder Operations departments supporting the Scudder/Kemper Investments Mutual Funds. Department sizes ranged between 60 – 110 associates, with annual budgets ranging between $4 - $7 million. Achievements include:

Expansion of processing teams to accommodate additional Transfer Agent business for Scudder and AARP funds (2.5 million shareholder accounts), as a result of company merger.

Successful multiple fund merger and system consolidation efforts for shareholder base of 5 million accounts.

Achievement of Best in Class service designation for quality by independent Industry accepted 3rd party organization for 13 consecutive quarters.

Managing cultural change during periods of parent company ownership changes.

Kemper Service Company Kansas City, Missouri

Vice President October 1991 – December 1997

Managed and provided strategic direction for the Shareholder Operations Departments supporting Kemper retail and wholesale Mutual Funds. Department sizes ranged between

40 - 60 associates, with an annual budget between $2- $3 million. Achievements include:

Successful installation of 2 separate imaging platform systems.

Two successful system conversions for 2.5 million shareholder accounts.

Re-engineering and right sizing of departments for improved servicing of accounts.

Providing Best in Class performance for quality and timeliness of processing.

Kemper Sales Company Chicago, Illinois

Director of Sales Support October 1989 – October 1991

Managed and provided strategic direction for the inbound Sales Support Call Center for 3rd party distributors of Kemper Mutual Funds, with an annual budget of $4 million. Achievements include:

Successful conversion and installation of AT&T ACD System 85 for improved service and reporting.

Creation of Call Center Command center with implementation of area code routing service and call forecasting model for improved service.

Merging sales and service cultures due to strategic alliance with Sales organization.

Management of walk in customer service center in downtown Chicago.

Education

Southern Illinois University Carbondale, Illinois

Bachelor of Arts (Psychology)

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