Information Technology Business Partners

William (Bill) C. Sorvillo

704-***-**** ***********@*****.*** Huntersville, NC 28078

PROFILE

Highly skilled and collaborative Business and Information Technology leader with a proven background of providing exceptional service in scaling processes, supervising and training large-scale teams, and successfully delivering the scope on multiple projects affecting multiple organizations and clients.

• Specialized and recognized in serving the highest level of satisfaction with clients, partners, and senior management

• Recognized for improving delivery turnarounds, service levels, and reducing end-to-end operating expenses

• Extensive experience in planning, building, and implementing best practice solutions and continuous improvement to ensure a positive client experience

PROFESSIONAL WORK EXPERIENCE

Senior Director, Institutional Client Solutions TIAA (TIAA-CREF) Sep. 2013 – October 2019/Jun. 1993 – October 2019 Charlotte, NC

• Successfully led multiple teams of Transition Managers (TMs) and Data Leads to partner with business partners, institutional clients, and consultants

• Provided top-notch, industry-leading outsourced services to institutional clients and retirement plans for their employees

• Coached and mentored TMs to gain an expert-level understanding of TIAA’s products, services, and tools to provide guidance and effectively manage the Scope of Service from each client

• Equipped clients with an expert level understanding of TIAA’s internal & business processes to promote a high level of confidence and urgency

• Ensured that clients were presented with timelines throughout the on-boarding process, their roles and responsibilities to assure that satisfaction is confirmed

• Established a streamlined/repeatable on-boarding process and suite of tools that fostered successful and positive experiences for all internal Business/IT partners and clients

• Collaborated with business partners to deliver high-quality corporate and organizational program initiatives with positive outcomes that led to Win-Win corporate/client solutions, process efficiencies, improved delivery times, and reduced costs

• Served as lead pilot for new Standard Offer Implementation client on-boarding process to streamline an 80-day delivery process that consisted of a standard suite of out-sourced services

• Constantly maintained the highest level of credibility and integrity with business partners/clients to establish trusting and long-term relationships

• Developed a suite of metrics to leverage all team members and measured their successes including an assessment tool to identify areas of opportunities Director, Business Acceptance & Client Testing May 2011 – Aug. 2013

• Defined “The 7 Stages of the Client On-Boarding/Testing process,” to mitigate long-term processes and defined deliverables per stage along with organizational level-roles to support a more scalable end-to-end process

• Expanded an automation of Omni Regression testing from 20% to 80% of all test conditions and cases

• Successfully designed a re-usable template to apply across multiple clients and educate them on the life-cycle process, while establishing testing expectations with Client Benefits & IT organizations

• Coordinated with IT business partners to establish early stage processes to define, track, and measure impacts with respect to manual workarounds

• Applied a Change Control Process to identify, prioritize, and remediate any defects/enhancements for the Product/Service client level

• Collaborated with IT to establish an automated test tool and “end-to-end” environments to foster testing efficiencies

• Aligned Business Acceptance Testing across multiple areas to reduce redundancy and improve efficiency

• Published Standard Operation Procedures (SOPs) to establish expectations of Business Users

FINANCIAL CERTIFICATIONS

• Series 7: General Securities and

Investment Company

Products/Variable Contracts

• Series 63: Uniform Securities Agent

• Series 26: Investment Company

Products/Variable Contracts,

Registered Principal

• NC Health and Life Insurance

License

RELEVANT SKILLS

• Lean 1 Level Certified

• Certified PMP

• FINRA Principal/Registered

Rep.

• Strategic Planning

• Client Relationship Management

• Business Analytics

• New Business Development

• Program Management

• Strategic Client Onboarding

• Team Leading & Motivating

• Vendor Management

• Conflict Resolution

• Client Based Testing

• Project/Product Management

• Workflow Planning

• Product Line Expansion

• New Product Development

• Client Relations & Account

Management

• Quality Assurance Testing

• Total Quality Management &

Improvement

• Client Interfacing

• Organizational Development

• Software Life-Cycle Process

• Matrix Management

• Cross-Functional Team Leadership

• Interpersonal Communication

• Leadership and Supervision

EARLIER WORK EXPERIENCE

Senior Director, Head of IT Quality Assurance (QA) Feb. 2009 – Apr. 2011 Director, Business of Process Testing Feb. 2003 – Jan. 2009 VP, Institutional Services Pension Administration Jun. 1998 – Jan. 2003 QA Senior Analyst/QA Manager Jun. 1993 – May 1998 Lead Program Engineer Sperry Corporation

Feb. 1982 – May 1993 Lake Success, NY

Deck Officer: 3rd Mate / Any Gross Tonnage American Maritime Officers (AMO) Organization/Standard Oil of Ohio

Jun. 1981 – Jan. 1982 Long Beach, CA

VOLUNTEER EXPERIENCE

Fleet Committee Officer, Peninsula Yacht Club

REFERENCES AVAILABLE UPON REQUEST

EDUCATION

Courses Completed Towards Master of

Science in Physics

Adelphi University

Bachelor of Science in Meteorology &

Ocean Engineering

SUNY Maritime College

Retired – US Naval Reserve Officer,

Lieutenant

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