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Senior Manager Resume Example

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SENIOR MANAGER
Professional Summary

Results-driven business professional dedicated in maintaining customer satisfaction and contributing to company success.

Skill Highlights
  • Strong organizational skills
  • Sharp problem solver
  • Customer service expert
  • Active listening skills

    • Seasoned in conflict resolution
    • Telecommunication skills


    Work Experience
    Senior Manager
    February 2008 to Current    Schwab Performance Technologies － Kansas City, Kansas
    • Oversee technical client service teams in the support of several Schwab Performance Technologies applications and products namely Schwab Advisor Mobile Connect, Schwab OpenView Gateway and PortfolioServices.
    • Point of escalation for clients requiring additional support beyond the scope of normal operations.
    • Invest in the retention of team members by keeping employees engaged in the work and giving value to their contributions.
    • Collaborate with other stakeholders in the development, evolution and launch of mutually supported products.
    • Business Continuity & Disaster Recovery Plan owner for the Overland Park, KS site.
    • Work with internal departments in maintaining compliance within the organization from a remote site.
    Vice President of Operations
    March 2006 to February 2008    Etelligent Consulting Inc. － Overland Park, Kansas
    • Work with Managing Principals and other department heads in identifying and pursuing client relationship development.
    • Ensure service teams view service to clients as a priority and continuously strive to meet and exceed client needs, requests and expectations.
    • Foster the relationships within the different departments encouraging collaboration and cohesion.
    • Deliver customer innovative solutions and work with other departments to provide value added service to clients.
    • Work with an outside Human Resource Consulting firm to ensure the organization is working within the guidelines set by the Department of Labor.
    Director of Operations
    August 2004 to March 2006    Etelligent Consulting Inc. － Overland Park, Kansas
    • Understand current client needs and anticipate future needs.
    • Ensure all agreed client deliverables and standards are achieved.
    • Manage turnover and actively participate in staff retention initiatives.
    • Provide leadership and ongoing communication of team goals and objectives.
    Portfolio Service Manager
    August 2003 to August 2004    Etelligent Consulting Inc. － Overland Park, Kansas
    • Review and process quarterly billing for clients.
    • Prepare and review quarterly reporting for clients.
    • Post daily transactions, new securities, new portfolios and prices to client databases.
    • Reconcile clients' accounts daily using Portfolio Center.
    Customer Service Manager - Defined Contribution Services Division
    January 2001 to August 2003    State Street Corporation － Kansas City, Missouri
    • Supervise/oversee the daily functions of a fund group.
    • Create training documents for new employees.
    • Coordinate with various departments to ensure deadlines are met in a timely and accurate manner.
    • Provide team members ongoing monitoring and feedback on performance goals, skills/behaviors, and development goals.
    • Utilize appropriate vehicles to recognize and reward employee contribution.
    Account Manager - Insurance Services Division
    April 1999 to January 2001    State Street Corporation － Kansas City, Missouri
    • Supervise/oversee the daily functions according to the specific deadlines and client expectations ensuring timely, quality, and efficient results.
    • Anticipate client needs/problems and initiate timely action to resolve.
    • Ensure all client reports are reviewed for accuracy.
    • Review and process monthly billing of clients.
    • Authorize all cash movements (e.g., wires, foreign exchange contracts, etc.) by the daily deadlines.
    • Complete annual collaborative goal-setting process with each team member.
    Customer Service Representative - Insurance Services Division
    January 1996 to April 1999    State Street Corporation － Westwood, Massachusetts
    • Review cash availability calculations and ensure timely delivery to clients.
    • Accurately research and resolve reconciliation differences and/or inquiries by stated deadline.
    • Receive and book corporate action responses to accounting.
    • Maintain daily controls and ensure procedures are completed.
    Portfolio Administrator - Insurance Services Division
    January 1993 to January 1996    State Street Corporation － Quincy, Massachusetts
    • Calculate daily cash availability for a group of investment advisors.
    • Ensure all client trade instructions are properly authenticated.
    • Process international trades and foreign exchange contracts by stated deadline.
    • Process securities lending trades by end of business day.
    Data Entry Clerk - Money Market Division
    August 1989 to January 1993    State Street Corporation － Quincy, Massachusetts
    • Reconcile processed checks to General Ledger account daily.
    • Ensure all client checks are properly authenticated.
    • Sort and mail canceled checks to clients.
    Education and Training
    Bachelor of Arts : Psychology , 1992Eastern Nazarene College － Quincy, MassachusettsGPA: Member of Psi Chi, the National Honor Society in Psychology.

    Member of Psi Chi, the International Honor Society in Psychology.

    Skills

    Microsoft Office, Multi-Task Management, Vendor Management, Disaster Recovery Planning, Facilities Coordinator, CPR Certified

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    Resume Overview

    Companies Worked For:

    • Schwab Performance Technologies
    • Etelligent Consulting Inc.
    • State Street Corporation

    School Attended

    • Eastern Nazarene College

    Job Titles Held:

    • Senior Manager
    • Vice President of Operations
    • Director of Operations
    • Portfolio Service Manager
    • Customer Service Manager - Defined Contribution Services Division
    • Account Manager - Insurance Services Division
    • Customer Service Representative - Insurance Services Division
    • Portfolio Administrator - Insurance Services Division
    • Data Entry Clerk - Money Market Division

    Degrees

    • Bachelor of Arts : Psychology , 1992

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