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Manager Management

Clifton Heights, Pennsylvania, 19018, United States
October 13, 2016

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**** ********* ***** ******* ******* PA 19018 610-***-****


Process Improvement

Quality Control

Team Leadership


Vendor Management

Client Retention

Needs Analysis & Assessment


Risk Management


CGFNS International- Operations Manager 03/2015 – Present

Provider of Education and Licensure Credential Evaluation Services

Develop and manage staff of Authentication and Verification evaluators

Forecast staffing needs to maintain support of related assessment teams and service level agreements (SLA).

Renew and strengthen company’s relationship with the New York State Education Department.

Lead department to consistently exceed monthly revenue-generation budget.

Vendor management

Handle escalated customer calls to resolution

VENIO, LLC d/b/a KEANE 09/2002 – 03/2015

Provider of unclaimed property communications, regulatory compliance and consulting services

Director of Operations – Unclaimed Property Reporting

Drive client service coordination team providing contractual data analysis, due diligence, and

unclaimed property/escheatment reporting services for mutual fund, transfer agent, banking and brokerage clients.

Implement web-based workflow management software for documentation, management, and tracking for each client status throughout execution of components of annual reporting cycles. Labor reduced by 50%.

Establish solid accountability and client communication by driving client familiarity with all personnel ensuring full comprehension of client contractual, data and reporting requirements.

Zero findings on annual SSAE16 audits.

Client Relationship Manager

Manage relationship with 25 banking, brokerage and mutual fund clients handling services for SEC compliance and State Unclaimed Property/Escheatment laws.

Contract fulfillment in time-sensitive, fast-paced environment

Prepare and present reports to clients

Travel to client sites to assess and forecast evolving client needs for Risk Management solutions.

Data Analyst

Liaison between Client Relationship Managers and Data/IT department

Evaluate and implement quality assurance controls and data integrity within database and reporting services. Emphasis on stock pricing research and calculations following stock splits, re-verse splits and mergers and acquisitions

Convert former Venio clients onto Keane platform, after acquisition, while maintaining client satisfaction and retention.


Director of Operations- Administrative

Manage administrative staff including managing project delegation, on-boarding and personnel development.

Serve as contact for property manager for facilities issues

Participate in plan and execution of office relocation.

Vendor oversight for procurement and annual security review of vendors.

Fulfill outbound mail projects - 500k+ pieces annually including the mail merge and printing of material.

Cost reduction- elimination of staff overtime through merger of two departments and cross-training of staff.

Introduce electronic solutions for high volume certified mail, and implement pre-sort mail solution to reduce costs 14%, labor costs 33% and expenses 22%

Mail Operations Manager

Supervise, train and develop personnel in execution of batch mailing services, back-end data entry and report-generation

Develop enhanced shareholder correspondence with Chief Compliance Officer

Vendor management- cut annual shipping costs 25% within 3 months of hire

Employee performance evaluations

United Parcel Service (UPS) 04/1996-07/2002

Training Supervisor, Sort Supervisor, and Document Auditor Details available upon request.


BA, Spanish, The Pennsylvania State University

Non-degree program, Pennsylvania Real Estate Fundamentals and Practices


Intermediate Excel, Word, PowerPoint, Outlook, Adobe Pro, Salesforce, Chesapeake (UPCS), various proprietary software

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