Executive

Managed the relationship with our books and records software vendorResponsibilities included:•Ensuring that a strong relationship was maintained between our company and the vendor through weekly meetings, strategic planning and coordinated project development.•Relationship health monitoring (Monthly Service Level reviews, Invoice reconciliation, SOC reporting and annual Contingency and Information Security review support).• Operational reviews with Vendor•Support for elevated internal customer system issues to expedite resolution.•Critical departmental project support, ensuring coordination between internal and vendor project management teams.•Identifying opportunities to deliver savings opportunities through systematic research of the system and the services utilized, looking for opportunities to eliminate or modifying services when possible.

•Attained 30% increase in productivity goals being met within first 6-months of implementation through leading department initiatives focused on enhancing client experience, while reducing risk through applying advanced CRM techniques.•Developed highly engaged teams (validated through annual survey administered by Gallup) by establishing clear expectations for leaders, leading by example, providing opportunities for development and creating career plans; 4 of 6 team members received promotions. •Identified top talent through variety of hiring practices, including behavioral-based interviews, role playing, mentoring and departmental overviews; recognized by leadership and HR for providing additional interview support during prime hiring periods that resulted in job offers for many new associates and supporting long-term hiring goals.

PA Site Lead for Retail Brokerage department (7 supervisors and ~70 front-line associates):• Integrated 2 businesses with minimal impact to client and employee performance by developing business operations plan focused on ensuring 2 businesses understood differences between types of work and client interactions each group provided. • Achieved 100% regulatory compliance for supervisory oversite procedures by modifying process to capturing more detailed feedback of defects, ensuring a clean process of identification, remediation and reporting. • Trained and mentored new leadership teams adopting supervisory oversight as part of business integration, ensuring adherence to process and protecting VG from regulatory risk.

Led 3 teams of investment professionals accountable for serving Vanguard brokerage clients, including real-time coaching during client interactions, call monitoring, WSP delegate responsibility, extensive project work, talent identification and operational management.• Integrated new communication channel (Chat), developed staffing model that reduced client wait times. • Selected as Site Leader in PA for initiative that broadened client support within retail business (Integrating Mutual Fund and Brokerage Contact Centers); supported pilot team by learning entirely new business (VG Mutual Funds). • Developed resource planning and staffing models, interviewed and hired two high performing teams and improved the client experience and contact center efficiency by reducing the number of client touch-points.

Managed team of Contact Center Analysts across 3 different geographic locations accountable for developing forecasts, maintaining service levels and shrinkage for brokerage department. Completed multiple special projects to improve system performance and availability for clients.• Exceeded management expectation for client experience through management of call center administrators and by providing timely and relevant communication to senior leadership team through regularly scheduled meetings as well as ad hoc written communication. • Led pilot integration of new workforce management tool that improved managing resources while improving client experience. Educated management team on appropriate use of system, resulting in better schedule adherence and real-time monitoring of associate performance.