Call Center Operations Manager

Darnee Bennett

Brooklyn, New York 347-***-**** *************@*****.***

PROFESSIONAL SUMMARY

Strategic operations and client service leader with extensive experience managing high volume call centers, shareholder services, and financial operations in fast paced, regulated environments. Proven ability to lead cross functional teams, optimize workflows, and deliver exceptional customer experiences while ensuring compliance with industry standards and corporate policies. Skilled in shareholder communications, proxy voting, employee onboarding, and client relationship management, with a track record of resolving escalations, driving process improvements, and producing analytical reports that inform executive decision making. Adept at leveraging technical expertise in Bluezone Mainframe, Microsoft Office, and industry specific platforms to streamline operations, enhance service quality, and support organizational growth.

SKILLS & ABILITIES

MS Word, MS Excel, Bluezone Mainframe, Shareholder Services, Proxy Voting, Employee Onboarding, Client Management, Customer Service, Analytical Reporting, Problem Solving, Team Development, Leadership. EXPERIENCE

Fraud Operations Manager June 2022 – June 2024

Equiniti Brooklyn, NY

• Streamlined workforce operations by managing team schedules, PTO requests, and staffing coverage while delivering targeted training, mentorship, and performance coaching to maximize service quality and productivity.

• Resolved high priority escalations and customer complaints with diplomacy and efficiency, safeguarding client relationships and organizational reputation.

• Analyzed complex datasets to detect fraudulent patterns, with a focus on identity theft and online scams.

• Leveraged advanced analytics tools to identify anomalies, reduce risk exposure, and support cybersecurity initiatives.

• Collaborated with cross-functional teams to implement preventative measures and enhance digital security protocols. Call Center Operations Manager January 2002 – June 2022 American Stock Transfer & Trust Co. LLC Brooklyn, NY

• Directed a high performing team of call center representatives, associates, and supervisors in a high volume environment, ensuring accurate, timely handling of complex research inquiries, fraud case submissions, and live call support for 60+ cases daily.

• Managed a team of call research facilitators handling a high volume of shareholder research inquiries, including account status updates, historical data retrieval, sales transaction verification, and complex account issues requiring complex research for resolution.

• Provided interdepartmental support and partnered cross functionally to streamline workflows, improve communication, and enhance overall operational efficiency.

• Handled escalated shareholder issues with a proactive, solution oriented approach, effectively preventing potential complaints and maintaining strong client relationships.

• Supervised call center staff in the handling of inquiries related to stock transfer, corporate actions, dividends, annual proxy voting, DTC/DRS/DWAC transfers, and all account related information.

• Created and managed schedules to optimize staffing coverage during peak call periods, balancing workload distribution with service quality.

Proxy Call Center Supervisor D.F. King & Co. LLC Brooklyn NY September 1997 – January 2002

• Educated shareholders on proxy proposals and upcoming meetings, providing clear, accurate information to encourage informed participation.

• Collected verbal votes to secure quorum, preventing costly meeting adjournments and ensuring compliance with governance requirements.

• Engaged in campaign outreach initiatives to drive voter engagement and strengthen participation rates.

• Trained and supervised teams of customer service representatives in a high volume proxy call center, fostering skill development and operational efficiency.

• Monitored calls for quality assurance, delivering feedback to maintain service excellence, and personally handling escalations with professionalism and discretion.

• Oversaw the proper use of the EIS proxy voting system, ensuring accuracy, compliance, and process integrity.

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