LESLIE SWARTOUT

**** *** *****, *******, ***** Carolina 28027 * 980-***-****. * Email: aczemm@r.postjobfree.com

PROFESSIONAL PROFILE

Over 20 years of managing teams of up to 75 staff members in high volume, fast paced environments with strict KPI’s and audit regulations. An organized and enthusiastic manager, resourceful and flexible, able to adapt to changing priorities while maintaining a positive attitude and strong work ethic. Able to motivate teams to perform at their best providing excellent service and developing on-going, profitable client/customer relationships. Diversified skills include administrative support, client relations, human resources, recruiting, statistical analysis and reporting. An organized, detail-oriented self-starter able to strategize and prioritize effectively to accomplish multiple tasks and stay calm under pressure.

Professional Experience

Broadridge Financial Solutions, Edgewood, New York 11717

$2.3B leading full-service outsource provider to the global financial industry. ISO 9001 Certified

SUPERVISOR OF OPERATIONS – Imaging and Workflow Solutions

July 2006 – August 2015

Managed team of associates and temps performing the quality control/processing for Morgan Stanley/CitiGroup Global Investment documents

Due to economic collapse, responsible for transitioning Smith Barney documents to Morgan Stanley's platform for processing.

Point of contact for clients for all requests, projects, procedural changes, issues

Implemented efficiency improvements – worked with IT on system enhancements; created and enforced productivity and quality standards along with stretch goals while promoting associate’s strengths which resulted in 50% reduction of labor and unit cost.

Monitored work-in-progress and productivity throughput and made adjustments as required to ensure deadlines were met.

Engaged associates with individual development by coaching, training, mentoring; conducting monthly, mid and annual performance reviews.

Partnered with Human Resources to handle all disciplinary issues up to and including terminations, FMLA, Leaves, STD, payroll, etc.

Held daily and monthly meetings to lead and motivate team members to accomplish not only meeting but wanting to exceed productivity, quality and efficiency standards. Made succession planning and professional stimulation and growth a priority which resulted in retaining high performing team members.

Launched a Recognition Program to reward team members exceeding goals; this program increased productivity by 25% and quality by 35%.

Coordinated and facilitated department activities such a team building, holiday parties, recognition events which resulted in Q12 and Great Places to Work surveys being increased from 60% to 90% employee satisfaction rating.

Initiated client procedural analysis which resulted in a decrease of errors by 15%.

Constantly reviewed and analyzed procedures and policies to ensure compliance and no adverse impact to client or Company.

Ensured all established SLA’s and ISO requirements were met and that internal and external audits were successful.

Implemented cross-training initiatives and training across teams/units for cross leveraging staff to maximize resources resulting in increased efficiencies reducing labor costs and increased revenue.

Supported our sales channels, operations, business and strategy depts. as subject matter expert in support of Document Management

Accountable for profit and loss of area; assisting in the budget, forecast and trends. Prepared Monthly Labor Unit Cost for upper management

Responsible for supporting department Senior Director as subject matter expert in department metrics and reporting. Prepared annual operations presentations for senior management Created and distributed detailed cost and margin analysis for management and client; suggested strategic reporting enhancement or creation of new reports. Provided forecasting on confidential salary data; prepared ad-hoc or other reports and financial data

Recruiting, interviewing, hiring and on-boarding of new team members, in addition to main contact for outside temporary workers and vendors.

JP Morgan Chase, Garden City, New York 11530

SENIOR OPERATIONS SUPERVISOR – Chase Automotive Finances, Payment Service

May 1999 – July 2005

Created the start up of the Mail Services area in order to facilitate the receipt, batching and processing of customers car lease/loan payments into the Payment Services Department.

Managed the day-to-day activities of 11 employees, ensuring all production, timeliness, and quality standards are maintained or exceeded.

Performance planning, management, scheduling time off, attendance and payroll.

Monitoring and ordering of supply inventory.

Worked closely with Customer Call Center, as well as, directly with customers regarding any payment inquiries and issues.

Increased team member engagement and implemented process improvements which resulted in production goals exceeding 20% and timeliness by 15%.

Implemented workflow modifications to reduce expenses.

Tracked all volume trends; produce daily and monthly status reports.

Monitored workflow for potential problems; provide corrective action when deviations occur and mitigate loss.

Responsible for Vault security, admittance, maintenance and Control.

Created procedural manual for Managers for on-boarding, getting various access to systems/applications, contact information for various departments, etc.,

Was part of the Six Sigma Returned Mail Project: Identified root causes for Chase Auto returned mail in order to reduce the volume and associated costs, in addition, implemented consistent processes across Chase Auto Finance.

Participated in a Sarbanes Oxley review of Chase Auto Finance’s, Finance department.

Chase Bank, Jericho, New York 11753

SENIOR OPERATIONS SUPERVISOR – Check and Commercial Loan Division, Statement Services

October 1991 – May 1999

Supervised a team responsible for the daily maintenance of 1.5M vaulted retail and wholesale paid checks, on a daily basis.

Responsible for updating and maintenance of customers accounts

Point of contact for all branches regarding customer requests and customer account updates and maintenance.

Interface with a variety of operational areas related to sorting, daily system updating, and retrieval of all return items/checks for all branches.

Trained and updated staff on systems and system changes.

Produced monthly statistical reports

Was point of contact for Branches and Districts regarding status of change requests.

Daily handling of pressure and problem situations due to a fast paced and changing environment.

Chase Bank, Jericho, New York 11753

ADMINISTRATIVE ASSISTANT - Account Services transitioned to Statement Services with added responsibility of Brochure Coordinator

1980 – 1991

In addition to regular day-to-day support of Management such as typing, meeting set-up and minutes, correspondence, mail distribution, scheduling meetings, event planning, supply inventory and ordering, customer/client interaction, on boarding new or transferred employees, filing, etc., I performed the following:

Account Payable and variance reporting

Statistical reporting

Technical troubleshooting

Designed and developed training Procedural Guidelines for all area functions, within the Account Services Department.

Inquiry resolution of system delays.

Kept status report of problems for all areas, on a daily basis.

Produce productivity volumes on the Bell & Howell automated sorting equipment, which renders Bank products.

Establish monthly brochure inserts and volumes for automated and manual rendering.

Ensure that the operations are in accordance with established budget, volume and quality control standards; prepare statistical data.

Plan, develop and implement innovative approaches toward the allocation of brochures though analysis of the automated equipment capabilities.

SKILLS SUMMARY

Microsoft Excel, Word, PowerPoint, Outlook, Access, Oracle, PeopleSoft, Workday, Concur, eTime/Kronos, SharePoint, Succession Planning, Performance Management, Meeting Facilitation, Mentoring/Coaching, Quality Control, Client, Customer & Employee Satisfaction, Labor/Unit Cost Reduction, Process/Efficiency Improvements, Team Collaboration, Communication, banking/finance systems/applications.

EDUCATION

Berkeley-Claremont School 800-***-**** - Executive Secretarial Certification/Diploma graduated 1980

Nassau Community College – Business Administration courses, non-degree program

University of Phoenix – online Business Administration courses, non-degree program

Attended numerous corporate training programs, including – Six Sigma, Valuing Diversity, Managing Business, Time Management, Fair Credit Lending, Sexual Harassment, Coaching Employees, Managing Difficult Employees, Project Management, and Customer Focus for Middle Managers. Participated in all internal training available that would assist in my professional development and enhance my skills.

Leslie Swartout * 980-***-**** * aczemm@r.postjobfree.com * http://linkedin.com/in/liz-swartout-84b77a4a

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