Manager Resume Example
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MANAGER
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Skills
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Experience
Manager / Fort Transfer - Rochester Hills , MI04/2017 - Current
- Manage the consolidation process of external and internal accounts to ensure the outcome is simple, fast, and flawless and an overall positive client experience. Consolidation efforts have led to over $1 billion of incoming assets in 2019 and 2020.
- Attend monthly meetings with FAS business partners to discuss trends, promote digitalization & regional adoption. These meetings led to increased digitalization 80% and RST regional adoption 70% MOM in 2020.
- Executed effective strategies to foster better customer experience and promote positive and engaging environment for all.
- Identify, manage and mitigate risk, including talent risk, service delivery risk, legal risk, reputational risk, and other risk that may arrive.
- Evaluated operational trends and made proactive strategy adjustments to maintain alignment between performance and objectives.
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve the money movement experience.
- Spearheaded training initiatives to improve employee performance and bottom-line business results.
- Supervised and trained team members to provide exceptional service, driving retention and satisfaction.
- Addressed internal and customer-related issues each day and affected strategic resolutions.
- Mitigated risk by ensuring regulatory compliance for required licensing.
Manager / Fort Transfer - Rock Hill , SC04/2014 - 03/2017
- Managed daily operations, including supervising multiple team members across 3 locations.
- Assisted with implementing and managing a team of 14 offshore associates that processed IGO incoming transfer requests which increased productivity by 25%. This allowed the onshore team to focus on NIGO resolution tasks.
- Reduced Mass Market Agent Sale NIGO's by 62% which ultimately reduced outstanding funds from $103 million to $20.2 million in 10 months.
- Facilitated NIGO resolutions by having the team conduct outreaches to alternate carriers, institutions and/or clients. This reduced the NIGO cycle time by 48% which also reduced the average pipeline amount for employees by 20%.
- Processed Asset Takeovers and Bulk Institutional requests for non-mappable funds.
- Contributed to development and evaluation of service level agreements that complied with established operational parameters.
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
- Analyzed strategic, core and support processes and recommended improvements to streamline processes.
- Improved morale and management communication by creating employee recognition and rewards practices.
- Trained, mentored and supported high-performing team, providing regular performance review, feedback and coaching in deficient areas.
Lead Customer Care Representative / Dent Wizard International - Redlands , CA03/2011 - 04/2014
- Assisted the team in increasing their case productivity numbers, efficiency and SLA by 25% by implementing daily case work huddles.
- Manage end-to-end problem resolution for High Net Worth and Engaged clients with at least $1MM in TIAA household accumulations.
- Was a Lead team player on the Business Integration project to help streamline inefficient processes by eliminating handoffs, research redundancy and maximized the staff's potential.
- Partnered with the Centralized Quality Control team to help identify areas of process improvement for the team. This helped improve the teams' quality scores by 15%.
- Trained 20 employees located in Charlotte and Denver on processes and policies in order to maximize team performance.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Documented conversations with customers to track requests, problems and solutions.
Education and Training
Harvard School Of Business - City11/2019Certificate: Business Management
Kaplan University - City, State02/2016Bachelor of Science: Business Administration And Management
Accomplishments
- Nominated for Diversity & Inclusion leader of the year - 2019
- Recognized as IAS Business Partner of the year for outstanding performance and team contributions - 2018
- Led team to achieve most improved business partners, earning recognition from IAS upper management. - 2018
- Nominated for Working Mother of the Year - 2018
- Actively leading the OCS Licensing Program since 2017. Responsible for helping 30 employees obtain their FINRA licenses and creating agility and mobility throughout the organization.
- Consistently maintained high customer satisfaction ratings.
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School Attended
- Harvard School Of Business
- Kaplan University
Job Titles Held:
- Manager
- Lead Customer Care Representative
Degrees
- Harvard School Of Business -
City
11/2019 Certificate : Business Management
Kaplan University - City, State 02/2016 Bachelor of Science : Business Administration And Management
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