Hok Taing Email and Phone Number

• Manage a team of 15 middle office/back office client service representatives who supports the RIA and B/D relationship.• Maintain high customer satisfaction and minimize client turnover that helped Envestnet to grow to 316 billion in platform assets. • Individual contributor in the day to day activities of assisting the RIA and B/D in resolving complex issues in trading, account maintenance, data linking, and conversions. Working with Custodians such as Schwab, Pershing, Fidelity, TD Ameritrade, and LPL as well as Money Managers to assure operations ran smoothly. • Taking on increasing responsibilities to work with mission-critical teams within Envestnet to successfully drive toplines.• Pivotal in maintaining the ongoing relationship of one of Envestnet’s largest Client. • Functional expert and go-to person in the billing process. • Heavy involvement in the onboarding process of new firms onto Envestnet’s platform. Fully train advisors and their office on procedures but also assuring the support lines internally understand the relationship of these new firms.

• Responsible for improving operation efficiencies through managing the on-boarding process for new employees• Maintained high performing client service environment as a liason between clients, operations and custodians• Took on the role of Team Leader to develop and maintain customer relationships by managing continual communication with new and existing clients through online and offline media.• Utilized internal systems to fully support advisors and their clients.

• Provided administrative and support to clients within the Investment Manager Market through extensive daily operations support and service to Money Managers and their sponsors/custodians.• Responsibilities included but not limited to DTC support through trade affirmation/confirmation, settlement, allocation, reconciliation and resolution of trade errors. Assured new accounts were correctly setup for trading from sponsor to custodian and any necessary communications between related parties, Money Managers and traders. Troubleshoot and resolved incoming inquires as they pertained to operational and trading needs from the money managers.• Other duties included but not limited to training, new accounts administration, cash reconciliation, fulfillment, billing, corporate action, security mastering and tax loss harvesting.• Heavy interaction and clear communication with internal and external clients.• Cultivated close relationships with Money Managers through proactive measures, customer service and operations support• Assisted in developing, documenting processes, controls and procedures to support Money Managers.• Supported Conversion Specialists to ensure smooth transition to SEI’s SMA Outsourcing platform. • Heavy use of internal systems, client systems, APL, Bloomberg and Microsoft Office products to produce effective support to both internal and external clients.

• Successfully created first departmental training documentation to help Dearborn AR department comply with Sarbanes Oxley• Managed Accounts Receivable and Collection representatives as well as maintaining a good working relationship with outside collection agencies. • Created and standardized process for collection and cash processing. Participated in reserve analysis for future budgets.• Initiated monthly meeting to discuss team’s daily tasks and issues resulting in improved team morale.• Reconciled 6 million dollars credit card receivables (Visa, MasterCard, American Express, Discover)• Tracked, analyzed and reviewed personnel statistics.• Established, reviewed and enforced quantity and quality standards while motivating and developing team members.• Preformed annual reviews as well as trained new employees.• Provided critical back up to all positions managed.• Maintained high customer satisfaction by handling escalated issues.