Mark Taber Email & Phone Number

Aston, PA

Executive

Marlvern, PA

• 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.

Malvern, Pennsylvania

• 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.
• 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.
• 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.

Malvern, PA

• 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.
• 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.

Malvern, PA

• 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.
• 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.
• 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.

Malvern, PA

• 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.
• 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.
• 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.

Malvern, PA

Malvern, PA

Malvern, PA