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

• 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.
• 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.

• 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

• 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

• 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