Campbell A. Email & Phone Number

United States

Oversee and direct brokerage support services, ensuring stringent adherence to regulatory mandates and company protocols.Formulate and execute strategies aimed at augmenting operational efficiency and efficacy within the brokerage support division.Provide expert guidance, comprehensive training, and effective leadership to a team of support professionals, fostering a culture of delivering exceptional service.Collaborate seamlessly with internal units such as compliance… Show more Oversee and direct brokerage support services, ensuring stringent adherence to regulatory mandates and company protocols.Formulate and execute strategies aimed at augmenting operational efficiency and efficacy within the brokerage support division.Provide expert guidance, comprehensive training, and effective leadership to a team of support professionals, fostering a culture of delivering exceptional service.Collaborate seamlessly with internal units such as compliance, technology, and customer service, harmonizing processes to elevate the overall client experience.Function as a pivotal liaison between Customer Success, Operations, and various departments, facilitating seamless communication and fostering collaboration.Forge a close partnership with Customer Success to proactively address concerns, offer guidance on intricate issues, and swiftly resolve operational challenges.Closely monitor key performance indicators, deploying strategies to attain performance objectives, and actively contributing to the formulation of overarching business strategies. Show less

Plantation, Fl

As Supervisor, initiated and oversaw the establishment of "Production Support," a collaborative team addressing customer and internal issues across Trade Desk, Client Service, Project Management, WebApi, Development, and Engineering. Orchestrated the creation of Service Level Agreements (SLAs), tracked performance metrics, and developed comprehensive guidelines to streamline operations.Directed the generation of Dataplane and JIRA reports for in-depth issue assessment, cost analysis… Show more As Supervisor, initiated and oversaw the establishment of "Production Support," a collaborative team addressing customer and internal issues across Trade Desk, Client Service, Project Management, WebApi, Development, and Engineering. Orchestrated the creation of Service Level Agreements (SLAs), tracked performance metrics, and developed comprehensive guidelines to streamline operations.Directed the generation of Dataplane and JIRA reports for in-depth issue assessment, cost analysis, and time evaluation. Transitioned into the role of Product Owner, strategically allocating resources and guiding engineers through the JIRA sprint lifecycle.Played a pivotal role as the primary tester for the critical WebAPI interface, adept at troubleshooting XML configurations and automating regression testing using EasyLanguage, Ranorex, PowerShell, Selenium. Directed testing for FIX clients and managed the deployment of updates, patches, and routing strategies for Order Execution operations.Assumed responsibility for daily maintenance across multiple environments (Quality Assurance, Staging, Stimulated, Production). Documented detailed procedures using Confluence, incorporating guidelines and standards, while maintaining a real-time dashboard to track open tickets. Established essential connections with exchanges for Web API/FIX/STunnel, ensuring adherence to SLAs, continuous metric tracking, and efficient issue resolution. Show less

Plantation

Oversaw and mentored a team of 15 technical support representatives, nurturing their professional growth and fostering a comprehensive understanding of our platform and wider business operations.Served as a pivotal liaison among various departments including Quality Assurance, Product Management, Accounting, Institutional Sales, Client Training, Operations, IT, and Farm Operations, collaborating closely on escalated issues.Maintained consistent communication with the web-team… Show more Oversaw and mentored a team of 15 technical support representatives, nurturing their professional growth and fostering a comprehensive understanding of our platform and wider business operations.Served as a pivotal liaison among various departments including Quality Assurance, Product Management, Accounting, Institutional Sales, Client Training, Operations, IT, and Farm Operations, collaborating closely on escalated issues.Maintained consistent communication with the web-team and CRM-team, swiftly resolving issues that arose and ensuring timely resolutions.Played a vital role in reporting platform, website, and internal application issues, contributing significantly to issue resolution processes.Established and maintained an internal knowledge base encompassing technical issues, troubleshooting methodologies, and regulatory compliance.Instituted novel troubleshooting protocols based on extensive research, enhancing operational efficiency.Conducted monthly coaching sessions, actively listening to representative calls, providing constructive feedback, and empowering representatives to offer informed and confident responses to client queries.Demonstrated dedication to meeting client needs on our award-winning platform, resolving issues promptly and efficiently.Oversaw departmental budgets and coordinated various events such as monthly luncheons, national Client Services Week, holidays, and special departmental events.Managed a high volume of client-related emails monthly, ensuring timely and effective responses to their concerns.Led discussions on technical issues and trends during weekly team leader meetings with management.Contributed as a member of the Strategy Network response team, providing assistance to developers in troubleshooting strategic issues. Show less

Pembroke Pines

Utilized diverse online channels to source qualified candidates, meticulously evaluating their credentials and conducting interviews for vacant positions.Facilitated communication with various management tiers by employing creative presentations, comprehensive documentation, and executing diverse project management responsibilities.Conducted comprehensive investigative research, analyzing client-related data, scrutinizing competitor landscapes, and curated a robust sourcing… Show more Utilized diverse online channels to source qualified candidates, meticulously evaluating their credentials and conducting interviews for vacant positions.Facilitated communication with various management tiers by employing creative presentations, comprehensive documentation, and executing diverse project management responsibilities.Conducted comprehensive investigative research, analyzing client-related data, scrutinizing competitor landscapes, and curated a robust sourcing database for future reference.Offered technical support for two office locations while also managing an array of administrative duties across multiple functions. Show less

United States

Established and expanded the online footprint for over 230 clients, fostering their digital presence with strategic initiatives.Operated as an independent contractor for esteemed entities including eBay's SafeHabor Department, Florida Power & Light's Training and Method Center, Bartec, and Precision Response Center.Delivered meticulous testing and evaluation of software and hardware requisites for diverse upgrade and development projects.Successfully oversaw multiple… Show more Established and expanded the online footprint for over 230 clients, fostering their digital presence with strategic initiatives.Operated as an independent contractor for esteemed entities including eBay's SafeHabor Department, Florida Power & Light's Training and Method Center, Bartec, and Precision Response Center.Delivered meticulous testing and evaluation of software and hardware requisites for diverse upgrade and development projects.Successfully oversaw multiple projects, from initial product development to acquiring audience demographics, steering multimillion-dollar educational initiatives to fruition.Developed benchmarks for various organizations, pioneering enhanced customer feedback mechanisms and crafting market entry strategies. This involved orchestrating surveys and targeted interviews with specific demographic groups to establish a robust market presence aligned with desired objectives. Show less