Ledgex is the first FinTech platform specifically designed to help fix the data quality challenges all multi-asset allocators face.We enable investment offices to more confidently and successfully manage complex portfolios, with game-changing improvements in data accuracy, transparency, and timeliness.Responsibilities include Overseeing Call Center operations and staff. Client on-boarding and initialization and Project Management. Managing the day-to-day operations of the Client Service Team to ensure that all goals and objectives established are achieved. Oversaw the documentation of all internal processes of the team to ensure all areas were compliant under internal and external guidelines. Resolved customer service issues through quick and effective decision making that increased customer retention. Responsible for Client Implementations/Onboarding by transferring data from spreadsheets, databases and other repositories into the Ledgex application. Cultivated and maintained strong client relationships to build loyalty. Assessed client needs and drafted plans and proposals to accomplish goals. Scheduled, managed and directed large projects for multiple clients and oversaw those projects from conception through delivery and follow-up. Oversaw the creation of custom reports and custom logic developed by the report designers prior to sending to the client. Work with Product Management to develop and implement new features and enhancements to the Ledgex application. Coordinated with development and quality assurance teams to maintain schedules and deliverables. Conducted Functional testing of the Ledgex application prior to the deployment of new features and functionality. Responsible for paying all vendors and working with our outsourced accounting group to handle minor AP questions. Utilized Quickbooks to invoice our clients and track their payments. Managed monthly expenses and reimbursements via Expensify.

In this position I ran the Agency Support team, the Quality Control team, the Processing team and the Customer Service team. Streamlined the order submission process by combining roles, responsibilities and processes, which improved order flow and reduced labor expenses.Organized and trained the Quality Control team whose function was to verify order information. This process reduced the number of order cancellations due to submission errors by the sales agents.Managed the Customer Service team and personally handled any State or Presidential Verizon complaints. Reduced the number of complaints from fifteen per month in 10/2009 to 1.5 per month in 09/2010.Developed an Excel order form, which allowed the sales force to gather more detailed and accurate information reducing the number of submission errors from sales to the back office. Reduced the number of employees in the collected departments from thirteen to seven while also reducing the number of orders submitted with errors and improving the number of orders that completed and were paid.

Responsible for auditing the US and European shops to ensure compliance with company policies and goals. Placed as acting director of the Hamburg, Germany office after 1.5 weeks of employment. Refocused work initiatives of German staff to improve overall performance and increase revenue.Put controls in place to manage German shop expenses and increase available capital. Rearranged German shop layout to improve efficiencies in work performance.

Responsible for the supervision of a staff of fifteen people within customer service, sales support, purchasing and administrative support. Responsible for the recruitment and training of all staff members. Managed the needs/requirements of high revenue accounts through extensive follow-up procedures. Successful account retention record of 98%. Performed market research surveys amongst client base to seek feedback on customer service, follow-up methods and quality of after sales service. Improved customer service based on client feedback through the development of new policies and procedures. Documented all policies to ensure consistency in execution. Provided support to the sales team, ensuring all sales and service objectives were met. Prepared weekly productivity reports for upper management and the board of advisors. Maintained an average answer time of ten seconds per call and an answered call percentage of 99.5%.Responsible for an inventory of more than $900,000.00 and maintained an inventory-turn of twelve turns per year.Improved the lines sold from stock from 65% to 80% and the overall fill rate from 98.7% to 99.2%.Created The Perfect Customer Experience team, which tracked the lifecycle of a customer's order and all company-wide metrics to ensure a customer's experience, was "perfect." Worked closely with the distribution/warehouse manager to ensure this team met its goals.

Responsible for the accurate reporting of new business, which generated revenue in excess of over $750,000.00 per month.Maximized revenue by adhering to company profitability goals in that each order submitted by the sales force followed the company's financial models.Oversaw the daily operations of the departmental staff in fifteen branch offices.Coordinated the activities in the branch offices to ensure that the quality of the work submitted exceeded company standards.Achieved project goals by training the personnel with knowledge of company procedures and organizational skills that enabled them to become more productive employees.Managed presidential escalations to ensure customer issues were followed through to completion and to the customers' satisfaction.

Supervised store personnel of 100+ associates. Responsibilities included the organization of their daily activities with attention to detail and accuracy to ensure convenient store operations. Fulfilled multiple assignments from upper management quickly and efficiently successfully meeting labor budgets, store expense budgets and deadlines while working in a professional manner with the associates and customers as a representative of the company. Introduced various forms, graphs and presentations for day-to-day operations and budget tracking that have been implemented chain-wide. Trained associates on store policies and procedures by effective communication and by example.Managed store operations in the absence of store management personnel.