Andy Bartlett Email & Phone Number

Boston, MA, US

• Highlights:
• Implemented Nexidia, a call coaching software for over 1,000 associates and managers. Responsible for piloting, communication, implementation, presentations, and use cases.
• Responsibility for creating a Data Science Team to leverage data to improve efficiency, drive results, and uncover opportunities for improvement
• Created new Quality call model focused on providing a digital experience resulting in a 50% increase in shareholder website sign-ups in 3 months and improved call quality scores for newly hired associates by 20%
• Key leader on OSG 5 Service Excellence initiative (impacting over 1500 employees)
• Created new Quality Processing KPIs to more accurately reflect results based on data analysis

Boston, MA, US

• Highlights:
• Developed several process improvement initiatives saving over 1,000 documented hours of work per year
• Reduced original team via process improvement and efficiency over a 2 year timeframe from 1 leader and 4 analysts to 1 analyst while maintaining appropriate quality coverage
• Reduced quality costs annually by $1,300,000 (50% overall) for OSG.
• Uncovered and brought attention to $60 million in assets at risk annually due to errors in processing
• Influenced process owners to execute on recommendations evidenced by 25% improvement in overall processing quality and 10,000 fewer errors annually

Boston, MA, US

• Highlights:
• Led effort to rebuild and create internal algorithms saving 500 hours of work per year
• Uncovered and repaired internal data issue overstating volume of vendor late feeds by 400%
• Key member of Characteristics project which included 400% more data points and included 300% more portfolios in 6 months allowing for faster analysis for Mutual Fund Analysts
• Led initiative to modernize over 30 process documents and all goals for analysts
• Key leader in transitioning 9 Index Analyst roles from India to Ireland Key Responsibilities:

Boston, MA, US

• Highlights:
• Promoted to Client Manager III in December 2011
• Awarded “Expert in Excellence” by President of Fidelity Institutional
• Handled 30% of call volume for a team of 8 Client Managers
• Highlighted as Client Manager responsible for advisor firm choosing Fidelity as their preferred advisor, leading to $100 Million in net flows over the next 6 months.
• Site Champion for driving employee usage of our Rewards and Recognition opportunities to recognize peers

Boston, MA, US

• Highlights:
• Exceeded Payroll and Managed Account lead goals by over 300%
• #1 (out of 25) in Managing Director Satisfaction for Q1 & Q2 2009
• Voted Peer of the Month in June 2008 & February 2009
• Project Lead for increasing on-phone accessibility with 25% improvement in 2 months
• Zero plan decommissions during my tenure in the roleKey Responsibilities:

Boston, MA, US

• High Net Worth Manager, Personal InvestingFidelity Investments December 2004 – February 2008Highlights:
• Awarded Shining Star for Q4 2005, Q2 2006, Q4 2006, and Q3 2007
• Authored process reducing trading errors 80% for employees on corrective action
• Managed three different teams to #1 (out of 40) in Customer Service scores in the Westlake site
• Achieved #1 team ranking in Quarterly Sales campaign for Q4 2007
• Developed onboarding process for High Net Worth representativesKey Responsibilities:

Boston, MA, US

• Highlights:
• Consistently ranked #1 in Overall Productivity
• Created and led training process for new Risk Analysts
• Awarded Top Gun associate for 2000 (last year of program)
• Member of Employee Recognition CommitteeKey Responsibilities:
• Manage risk to Fidelity by communicating with clients proactively and taking action on past due margin and cash debits.

Mba, Finance

Ba, Business, Finance, Economics