Barbara Ruggles Email & Phone Number

Mckinney, Texas

Dallas, Tx

• Participated in development/implementation of the Client Coverage Model• Developed various escalation processes for executive customer complaints• Key participant in Customer Assistance Center Notary pilot • Completed multiple Express Work Efforts for Client Coverage Model, Customer Assistance Center, Advocacy & Hardest Hit Funds teams

• Implemented customer complaint Root Cause tool for process failure identification.• Integrated remediation tool across multiple lines of business to drive process improvements.• Enhanced Customer Experience reporting tools for Executive management • Built Customer Experience complaint resolution teams to identify, confirm & articulate customers concerns.

• Managed 40 associates within Securities Operations Free Movement unit• Converted books and records for LaSalle National Bank and US Trust Company. • Created process flows, policy documentation, and test plans for Foreign Tax Reclaim Certification (FTRC) unit implementation (Green Belt project)• Managed 50 associates within Domestic/Global Income units, Class Actions & FTRC units simultaneously• Redesigned business process, developed and administered training for local and remote associates for deployment of Class Actions Unit to India (BA Continuum) • Monitored key controls within managed units for risk oversight• Created procedure documentation within managed units efficiency improvement and risk reduction.

• Project Owner responsible for implementing new service model in 3 geographically diverse center locations, including;o Restructured telecommunication technology, including additional 1-800# acquisitions, call flow design, script creation, option restructuring, and contingency implementation o Floor plan redesign, furniture and utility upgrades, and associate relocations• Telecom/Technology Process Owner responsible for planning and implementing call-center infrastructure changes to support evolving delivery model• Client Satisfaction Survey Process Owner responsible for providing statistical analysis of clients’ experiences surrounding delight drivers and problem resolution metrics to center executives to support the goal of continuous client focused process improvements

• National Manager of three Private Bank inbound call centers (60 associates)• Implemented strategic planning of ACD call allocations for 3 geographically diverse locations• Speaker for CMP United Business Media Corporation - Call Center Conference• Designed Verbal Discretionary Procedure enabled clients to request trust fund distributions by telephone versus written request; reducing the distribution time from 23 to 3 business days• Redesigned Contact Management Consolidation - customer documentation improvement• Responsible for call center service level monitoring and improvement: Increased service level standards, decreased call abandonment rates, and decreased client wait times• Developed and implemented a new coaching method for associates by establishing call standards.• Implemented Client Satisfaction Survey to provide direct and immediate client feedback • Partnered with multi-functional team on strategic re-design of contact center model• Developed scorecards that focused on associate, client, and shareholder specific goals.• Developed management reporting to reflect improvements in productivity and customer satisfaction.

• Responsible for 3 managers/ 40 associates for National Product Support Helpline, Fee Unit, and Communications groupso Developed extensive associate training programso Coached client contact associates on proper phone protocolo Developed scorecards, driving production up 20% in all unitso Managed fee project, increasing Private Bank revenue by $1.2 M• Represented Private Bank Operations in Ambassador’s role to build partnership infrastructure

• Responsible for 3 Asset Management/Recordkeeping teams, consisting of 3 managers / 37 associates. Assets under Management - $1.7 B• Negotiated contracts with record-keeping vendors to enhance production times for clients, decreasing the service level agreements from 60 days to 20 days • Delivered retirement plan education to associates of major corporate clients • Implemented divestiture of the Institutional Asset Management/Recordkeeping business