Operations Management
Resume:
Chad Vidoni **********@*****.*** • 317-***-****
LinkedIn • Noblesville, IN 46062
Operations Management
Seasoned executive with experience in directing all aspects of organizational operations and optimizing financial progress. Proven success in developing on-purpose strategies, leading strategic programs, and driving process efficiency. Skilled in maintaining vendor relationships, supervising diverse personnel, resolving intricate problems, and evaluation performance outcomes. Expert at identifying areas for improvements, employing quality standards, securing business growth opportunities, and providing valuable insights. Instrumental in utilizing exceptional leadership, communication, and analytical skills to orchestrate key initiatives, recognize market trends, and evaluate competitive landscapes. Adept at overseeing operating procedures, conducting cost and productivity analysis, streamlining workflows, and managing annual budgets. Areas of Expertise
• Relationship Management
• Continuous Process Improvement
• Strategic Planning & Execution
• Contact Center Operations
• Cross-Selling & Upselling
• Service Quality Assurance
• Workflow Optimization & Collaboration
• Performance Tracking & Reporting
• Regulatory Compliance
Career Experience
Delaware Life Insurance Company, Indianapolis, IN 2016 – 2023 Director, Contact Center Operations, (2019 – 2023) Oversaw team of 70+ members, including customer service coordinators, claims processing coordinators, service support teams, workforce management, team leads, team managers, senior team managers, and associate director. Spearheaded transformation of operations and service organizations. Effectively transitioned workforce from an on-site model to remote work setup and implemented successful hybrid work model.
• Collaborated with third-party administrator and various internal business units to enhance service experience.
• Implemented Voice of Customer program for data and insights to utilize in strategic priority focused on ease of doing business.
• Achieved harmonious balance between corporate objectives and employee engagement and morale.
• Surpassed $3B during past three years by driving company sales growth. Associate Director 2017 – 2019
Optimized distribution support and streamlined partner interactions by executing Premier Service and Support model to expand market reach. Established new business support team to promote essential initiatives for successful launch of Masters Prime Variable Annuity product by ensuring thorough suitability reviews and resolving NIGO (Not In Good Order) issues promptly.
• Coordinated with Contact Center Director and Leadership Team to champion and accomplish Strategic Priorities.
• Fostered higher engagement and morale levels among team members by employing various leadership approaches and strategies.
Senior Team Manager 2016 – 2017
Executed Premier Advisor Enrollment Plan and assigned relationships to Premier Partner Consultants. Cultivated robust partnerships with internal and external stakeholders within Delaware Life and SE2/Zinnia organizations with particular emphasis on distribution services team and distribution organization.
• Launched Premier Service and Support for WealthVest regional consultant team by concentrating on legacy products and expanding new business initiatives, initial rollout of Salesforce as CRM.
• Surpassed $1.5B by driving company sales growth. PNC Bank & Investments, Carmel, IN 2015 – 2016
Financial Specialist Team Manager
Led team of financial specialists throughout the Indianapolis North retail bank branch network to increase sales, revenue growth, augment client share of wallet, enhance customer service, and strengthen client/partner relationships. Ensured team members and business partners adherence to established high-value activities to achieve sales objectives. P a g e 2 2
• Forged significant partnerships with Retail Bank’s internal stakeholders; PNC Investments, PNC Wealth Management, and PNC Mortgage through effective collaboration.
• Performed daily, weekly, and monthly assessments of team performance and activities to reach productive outcomes. Charles Schwab Private Client Investment Advisory Inc., Indianapolis, IN 2012 – 2014 Senior Team Manager
Headed team of portfolio consultants and associate portfolio consultants. Monitored suitability of enrolled clients and new enrollments for Schwab Private Client program. Exhibited exceptional leadership, partnership, and collaboration with branch network across four distinct regions. Complied to all organizational policies and procedures for transitioning Schwab Private Client to Registered Investment Advisory status.
• Teams managed $2B+ in assets and increased 200% in new enrollments and top Client Promoter Scores for Charles Schwab's premier Wealth Management solution.
• Cultivated robust partnerships with key stakeholders, including Schwab Branch Network, Charles Schwab Bank, and various Senior Leaders.
• Surpassed expectations for advice and service quality, while exceeding asset, revenue, and service targets. Additional Experience
CHARLES SCHWAB & CO., INC., Indianapolis, Indiana
Senior Team Manager-Pinnacle/High Net Worth
Senior Team Manager-Active Trader
Senior Registered Representative
Registered Representative
NCAA Student-Athlete
Education
Bachelor of Science in Business Administration
Valparaiso University, Valparaiso, Indiana
Associate of Science
Olney Central College, Olney, Illinois
Licenses & Certifications
Series 7, 26, 63, 66
Accredited Asset Management Specialist - AAMS®
Awards & Accolades
Delaware Life Long-term Incentive Plan Awards
Charles Schwab Business Excellence Award
Charles Schwab Active Trader National Team Manager of the Quarter Charles Schwab National Active Trader Manager of the Year Charles Schwab Chairman’s Club Winner (9 times)
Charles Schwab Platinum Club Winner (2 times)
Charles Schwab Excellence in Service Award
Affiliations
Indy Women in Tech (IWIT)
Habitat for Humanity
Junior Achievement
BOSMA Enterprises
Boys and Girls Club
Coburn Place
Goodwill
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