Manager/Executive

OBJECTIVE

To obtain a position contributing my proven abilities of analyzing, motivating, communicating and recruiting, to build positive employee relationships and profitability.

QUALIFICATIONS

A self-motivated team player/leader with over 7 years of corporate management experience in a national customer oriented industry. Proven ability to handle multiple priorities and achieving challenging operational goals. Well developed interpersonal communication skills and an exceptional ability to build rapport with diverse groups of people. Implemented 15 new firm conversions and 26 new mutual fund conversions with combined assets of more than $11 billion. Creative problem-solver well grounded in business analysis, operations, customer service and human resources. Proven track record in the following areas:

• Operations Management • Risk Management • Human Resources

• Project Management • Auditing • Recruiting

• Relationship Management • Customer Service • Personnel Management

• Team Building • Compliance Management • Training

• Procedure Development • Event Management • Coaching

• Sales and Marketing • Business Analysis • Conflict Resolution

• Budgeting/Forecasting • Motivating • Career Development

EMPLOYMENT

• Unit Manager – Financial Services Operations 2001-2008

DST Systems, Inc. & Deutsche Bank, Kansas City, MO

• Quality Assurance Auditor / Operations Analyst 2000-2001

Birch Telecom, Kansas City, MO

• Senior Brokerage Operations Specialist 1998-2000

Van Kampen Investments, Kansas City, MO

EDUCATION

Associate of Applied Science Degree – Business Management

North Central Missouri College

ACHIEVEMENTS

Managed a division of 38 Operations employees, which included interviewing, conducting performance reviews and implemented development plans to underperforming employees.

Result: Successfully identified skills in managing and developing talent to help educate the Operations employees on how to obtain their career goals.

Facilitated the release, set-up and training of DST’s internet based account look up and transaction processing system (DST Vision) to DWS Cash Products Group (CPG) clients and Hines REIT Executives.

Result: Improved Client access to account information and transaction processing giving Clients greater control over their accounts which increased the DST Client Service Quality rating by 16.35%.

Organized 15 new firm conversions and 26 new mutual fund conversions during 2006 – 2008.

Result: Increased the combined assets of the DWS CPG division by 32% with over $11 billion in new assets.

Redesigned the DWS CPG Department’s processing procedures and work-flows that were utilized by 38 CPG Wholesale Money Market clients.

Results: Increased the department productivity by 17.35% and quality rate by 11.85%. Reorganized staffing and eliminated 4 positions which equaled a company savings of over $125 thousand.

Lead and participated in on-site project meetings with DWS CPG and Hines REIT Executives.

Results: Successfully identified process improvements, corrected service issues and identified and discussed new products available to increase sales and revenue.

Developed and coached Department Supervisors in two different business units (DWS Cash Products Group and Hines REIT) to improve performance-rating scores.

Result: The Supervisors in each business unit improved performance ratings and moved ratings up one level from the previous year.

Developed action plans, goals, coached and trained customer service and operations teams on how to exceed customer’s expectations while managing execution.

Results: The DWS CPG department had one of the most successful years in performance metrics. Significant improvements made in handle time (10+ seconds), customer satisfaction scores increased, processing quality goals of 98.5% were continually obtained and availability numbers consistently met and exceeded business expectations of 85% or greater.

Created and lead the Fish Philosophy team initiatives, addressing process improvement and employee morale.

Result: Only division to positively impact the annual “Employee Satisfaction Survey” in an industry that had poor results throughout the division.

Conducted quality assurance audits of the Birch Telecom’s sales division to verify compliance with standards, accuracy of records, policies and procedures.

Result: Successfully addressed operational issues and quality assurance issues with Birch Management that lead to process improvement and increased customer satisfaction results.

Organized the United Way donations/fund raiser for the DST Full Service division by recruiting Group Managers and developing a donation plan.

Result: 300% increase in donations over the previous year.

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