Cindy Coyan Email & Phone Number

Omaha Nebraska

• Enhanced customer experience by coaching and mentoring associates. Utilized an approach that emphasized customer impact• Led department to achieve NQR (National Quality Review) 5-star rating 3 times and Best in Class rating 2 times• Promoted employee growth and development through project work and implementing cross training program• Proactively managed volume forecast and staffing levels to ensure corporate service levels were met or exceeded• Researched and resolved escalated client issues while balancing risk concerns and providing stellar service• Streamlined the vacation request/approval process to increase efficiency and overall fairness • Identified service related trends and implemented appropriate process improvements• Collaborated with other managers within the company to utilize department resources in order to reach company objectives• Built and managed relationships with business partners and vendors• Received the Spot Award for organizing the National Customer Service Week program in Omaha and Boston• Participated in corporate business recovery planning and developed program to improve department’s readiness for any business interruptions

• Directly responsible for managing Shareholder Correspondence associates in Omaha and Boston• Monitored quality of outgoing correspondence and addressed quality trends • Devised and implemented quality based incentive program to improve letter quality and encourage a high level of accuracy• Implemented new quality measurements which challenged the team to produce higher quality work. This led to the department meeting or exceeding monthly accuracy expectations 60% more frequently than past historical results• Identified and executed process improvements to ensure workflows were efficient; collaborated with business partners and other departments when appropriate• Completed analysis of department productivity standards and expectations. Implemented revised standards and expectations that more accurately reflected productivity of the department.• Monitored daily work to ensure that corporate and SEC timeliness standards were met• Used sound business judgement to authorize exceptions to corporate legal processing standards and policies when appropriate

• Managed quality and service levels at both the associate and department levels to ensure they were meeting or exceeding corporate goals• Led the department to achieve the NQR (National Quality Review) 5-star rating 6 times and Best in Class rating 4 times• Implemented new strategy for associates to analyze call performance which enabled them to gain a new perspective on their performance and, in turn, provide an enhanced experience to callers• Identified service related trends and took action to address them• Developed and implemented enhanced call sampling expectations that improved the customer experience• Built relationships with internal and external business partners and vendors at multiple sites• Worked jointly with associates to research and resolve customer issues and personally resolved escalated issues when appropriate

• Analyzed past and present work volumes in Operations Department to forecast staffing needs • Maintained efficient workflows to meet or exceed corporate goals and SEC standards• Monitored department’s quality of work and addressed areas in need of improvement• Managed processes for daily deposits and check writing function, along with the associated vendor relationships• Effectively utilized resources to meet company objectives by cross training and scheduling associates to assist in answering incoming client calls• Participated in major corporate conversion to new account management system and identified gaps to be resolved before transition• Provided performance related feedback to associates based on their individual work

• Established & presented training procedures• Kept staff abreast of system and procedural changes• Updated management on progress of new associates

• Processed financial & maintenance transaction for closed-end funds• Monitored daily workflow to ensure items were processed in a timely manner