• Manage ongoing processes and maintain service level agreements while supervising team members through the outsourcing of all departmental functions.• Develop procedures and conduct training sessions in order to transition support-services to external parties for three REIT portfolios and various Limited Partnerships.• Coordinate, review and test outgoing investor correspondence and talking points to ensure accuracy, effectiveness and adherence to regulatory requirements. • Contribute to the development of procedures and external communications in support of the listing of 130,000 investor accounts for Columbia Property Trust and 13,000 accounts for Catch Mark Timber Trust.

• Responsible for guiding the Client Services Staff of up to 30 associates to meet or exceed goals by setting clear expectations, managing accountability, and fostering a team-oriented environment.• Recruited and trained high-quality talent as well as implemented ongoing coaching and development programs that were goal-oriented and motivational.• Successfully trained and lead the Client Services team through the listing process of the company's first initial public offering of corporate stock on the New York Stock Exchange, which lead to more than double existing call and correspondence volumes.• Lead migration to new software platform by learning, training and mentoring team members; Implemented new service approach by creating procedures for call tracking, service request documentation and written communication to ultimately resolve all open issues.• Work closely with National Sales Leadership and Broker/Dealer Back-Office personnel to develop and maintain a highly customized service approach, including workflow modification, specialized reporting, information dissemination, investment approval and commission payments.• Identified as a high-potential manager and selected to participate in the Birkman Executive Training Program

• Responsible for managing various departmental procedures and functions including Broker/Dealer Operations, developing and maintaining procedures manuals, assisting with Operations Principal and Supervisory functions, and managing special projects.• Built and maintained operational relationships with Broker/Dealer personnel through regular contact including conference calls and quarterly reporting.• Acted as a liaison between various departments and third-party vendors in order to develop policies and procedures to ensure maximum productivity and efficiency.• Worked with the Sales, Client Services, and Information Technology departments to enhance the Financial Professional’s Website including testing and validating enhancements and collect end-user feedback.

• Assisted the leadership team with evaluating individual and team performance, including call monitoring, auditing outstanding service items and assisting in employee training. • Analyzed incoming call data in order to forecast systems and resource requirements and personnel scheduling.• Key team member in several successful investor-related initiatives, including a return of $750+ million in capital to more than 150,000 investors, distribution of annual proxies, and a number of record-keeping system conversions. • Successfully collaborated with third-party vendors in order to streamline communications between companies and devise processes and procedures to better aid our strategic relationship.

• Handled over a dozen daily escalated service calls and issues to maximize team productivity and efficiency as well as support department leadership• Utilized industry knowledge and wide range of subject matter expertise in order to facilitate the completion of the Client Services Handbook as well as the Training Manual for new hires.

• Applied superior organizational and multi-tasking skills in order to handle inbound calls and emails from Broker/Dealers, financial advisors, investors and third-party financial institutions.• Identified and communicated creative solutions for issues and acted as our clients’ ambassador by collaborating with internal departments and third-party vendors to achieve satisfactory resolutions.• Created, maintained, and fostered relationships with clients, financial advisors, and other financial institution personnel in order to better facilitate the resolution of questions and issues.