Manager Resume Example Company Name - Concord, North Carolina

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

Highly effective at leading change through Transformational Leadership
Highly effective at building and cultivating business relationships
Highly skilled at driving, implementing change, driving adoption and sustainment using LEAN and CI principles.

Highly skilled at building diverse and cohesive teams
Highly skilled at driving team results above target metrics
Ability to translate business goals into maximum results

Experience

Manager / Company Name - City, State04/2017 - 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 / Company Name - City, State04/2014 - 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 / Company Name - City, State03/2011 - 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.

Resume Overview

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

Manager Resume Example

Resume Score: 80%

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