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• Project Manager reducing manual work by 10% in Client Services leveraging Scrum/Agile/LEAN methodologies. Focus areas include: NIGO reduction, process document automation, and bot creation• Project Manager for reimagining quality to improve consistency, provide data analysis, deliver coaching, and process improvementKey Responsibilities:• Provide strategic direction for an organization consisting of 18 different departments • Member of the Senior Leadership Team for over 300 associates• Lead 4 teams of associates across two sites and with varying skill sets: Processing, Quality, 529, and Correspondence delivering service to Broker-Dealers• Owner of Maintenance Process supporting 25 Maintenance Processors with strategic direction, best practices, Quality, and SME• Quality Team Consultant• Creating and delivering presentations for a wide audience on a variety of topics (from interns to our COO)• Member of the Dynamic Working team representing 300 people in Westlake, TX returning to hybrid work• Lead partner with HR and Finance in working with our organization representing over 300 associates and a $60 million budget

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• Key leadership team member in leading FI Quality through transformation to Agile• Uncovered robotics opportunity and led creation of the first FI Quality bot to remove risk of monetary lossKey Responsibilities:• Lead strategic direction of the OSG Quality Management System representing a $2.6 Million annual budget• Represent Quality to the OSG Operations strategy team and process owners (VP, SVP, & EVP) via:o In-depth data analysis and actionable recommendations to drive quality improvemento Responsibility for client questions, concerns, expansions requests, and escalationso Clarification and error overturn requests• Manage a team of cross-site analysts and managers supporting OSG process owners• Provide 8-10 Quality Presentations per month from associate to EVP level internally and from associate to CEO externally• Member of the Senior Leadership Team for an organization of over 100 associates• Review statistical modeling to insure statistical significance for quality results• Significant cross firm relationships including Advisor Market, OSG, and WI Quality • Responsible for internal FP&A and allocation of costs across $9 Million Quality budget

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:• Manage a team of analysts responsible for delivering third-party index data feeds accurately and on-time to mutual fund managers and analysts• Work directly with index data vendors to validate data provided• Identify areas of risk and creating actionable recommendations to remove or reduce them• Audit data feed reviews, checks, and analysis to verify compliance • Coaching and career development for all index analysts• Site Lead for Career Pathways Program to create a pipeline for associates interested in learning about Data Management Operations

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• Participated in mentor program for new Client Service Representatives and ManagersKey Responsibilities:• Refine service and operational strategy for advisor firms totaling $10 billion in assets at Fidelity• Partner with Relationship Manager (Sales) to insure all service and operational metrics were exceeded including crafting and executing a plan of action to be each advisor’s preferred custodian• Coaching client managers aligned with my book of business during their first year in the role• Subject matter expert on mutual fund exceptions, margin, day trading, and cost basis

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:• Enhance the overall Fidelity relationship for the plan sponsors of retirement plans• Subject matter expert in testing & reporting, investment mix, and workflow • Assist plan sponsors with plan corrections, resolving operational defects, Plan Sponsor Workstation navigation, providing plan and participant literature, and contribution inquires

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:• Manage team of associates responsible for working with clients having over $500,000 in Fidelity assets• Manage separate team of associates responsible for subject matter expertise and handling customer escalations• Provide coaching, career development, and feedback to team members on a consistent and as needed basis• Hire new associates in the High Net Worth and Service departments on at least a quarterly basis• Meet or exceed customer service goals, operational goals, and lead goals each month

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.• Answering client and associate phone calls regarding margin calls, cash debits, and day trading calls• Answer client escalations as needed• During high call volumes was gated to take calls for Financial Representatives, Transition Services, and Help Desk as needed

Mba, Finance

Ba, Business, Finance, Economics