Eric Mallory Email & Phone Number

• Research and reconciling gain/loss reports and 1099’s on internal (Advent Portfolio Management) and custodial systems (Charles Schwab).
• Research and verify Corporate and Class Action documentation to go out to the clients.

Pleasant Hill

• Provided training and support to advisors for administrative and processing aspects of Genworth's services.
• Communicated procedures, review and explanations of billing and Investment Management Agreements.
• Oversaw documentation requirements for opening, closing, internal transactions and account processing methodologies.
• Worked with managed accounts specializing in fixed income, equities and mutual funds.
• Worked closely with Operations, Portfolio Management and Compliance to track cash flow of transactions, manage and track transfer of assets, and provide compliance related documentation and support to our clients.
• Managed the service relationship between the outside sales consultant, internal sales consultant, and their assigned wealth managers to develop, maintain and enhance positive working relationships with our customers.

• Assist customers with account questions; respond to customer inquiries on related issues; troubleshoot technical problems; provide product and service literature upon request.
• Research and resolve customer problems related to E*TRADE FINANCIAL accounts.
• Meeting defined productivity and availability standards while maintaining exceptional quality.
• Comprehensive understanding of the operation of the securities industry.
• Provide Broker assistance to customers as outlined by E*TRADE FINANCIAL.
• Team mentoring, coaching and training on the roles and responsibilities of each assigned position. Including traveling to new call centers to help develop new hire training.

• Develop technical training material utilized by the various service and support personnel.
• Track trends for call duration and call resolution to improve customer service for the team.
• Contribute tips and offer advice to team members to increase sales and improve call metrics.
• Provide 2nd level / escalation-type system support for end-user IT and Customer Satisfaction issues
• Responsible for reporting/escalating emerging issues and problems through appropriate channels.
• Consistently leads the team in total dollars sales and been ranked in the top 10% of the Center for sales and revenue growth. I continually share my ideas to the team, thereby generating further revenue.

• Provide exceptional customer service to extremely large customer bases (numbering in the millions) that includes pharmacies, medical offices, and individual clients
• Advise clients regarding prescription care that their plans offer, including copays, plan exclusions, covered medications, prior authorizations, medical overrides, processing of medication orders, and escalating calls
• Utilization of Microsoft Office (Excel and Word) and AS400 system to process plan information, as well as Siebel tracking, assistance and resolution system.

• Account Payable processing included maintaining the A/P and G/L system (Excel and Access based), processing invoices and purchase orders, and performing inventory control.
• Desktop support included hardware setup, desktop configuration, troubleshooting software and hardware issues problems, printer setup, operating system (O/S) maintenance, user support for various software applications.
• Server support included setting up security profiles and user ID’s, and performing server backups.

• Coordinate with various business units, internal and external, per solution requirements (manufacturing, finance, marketing, etc.).
• As technical project lead, assisted with the integration of new technologies and provided process improvement recommendations for high profile projects.
• Coordinate logistics and operational procedures for all incoming and outgoing products falling under the leasing and purchase contracts.
• Conducting daily audits of repair tickets.
• Projects included purchasing custom laptops for department Presidents and Vice-Presidents and distributing them to their locations worldwide.
• Provided exceptional customer service and technical support to 400+ onsite users and 1000+ offsite users, including fielding internal customer calls, opening trouble tickets, troubleshooting and resolving issues with.

• Provided excellent customer support via phone to customer base of professional clients in the medical field, including HCFA claim form, troubleshooting operating systems, desktop applications, hardware, software, and.
• Participated in software development cycle for proprietary product, including user requirements to improve functionality and user interface.
• Coordinated quality assurance process, including planning and executing user acceptance testing (UAT), and tracking and testing bugs.
• Trained new employees regarding technical support and customer service standards.

• Coordinated the installation of low voltage wiring, commercial and residential, including close-circuit television systems.
• Coordinated daily service calls for team members. i.e. repairs, installs, and finish-ups
• Training new employees and training existing employees’ in new installation practices and products.

• Managed facility operations and scheduled employee daily activities.
• Set, maintained and managed operational budgets for monthly, quarterly and yearly goals.
• Conducted semi-annual and annual reviews of employee’s.
• Staff mentoring, coaching and training on the roles and responsibilities of each employee.
• Involved in the development of the Manager Trainee Program.
• Managed employee salary and product spending budgets, staying under budget while still increasing revenue and profit.