Matthew Smith, Cfa Email & Phone Number

Boston, MA, US

Boston, MA, US

Boston, MA, US

• Manage support team for global investment trading and analytics platform consisting of four applications with 700 end-users
• Managed firm-wide migration of 600 client portfolios to new internal portfolio management and financial trading platform- Owned migration of all client portfolios from legacy systems- Facilitated cross-functional.
• Ensure team provides exceptional support and consistently exceeds expectations. Team responsibilities include: - Onboarding of new Cambridge Associates client portfolios- Training for 700 ends-users across eight global.
• Account for team’s operations: budget, expenses, employee performance, and staffing needs
• Initiated internal project to develop and implement ServiceNow, an automated case management system
• Spearheaded the effort to launch a Global Support Team supporting users across all CA offices

Boston, MA, US

• Managed multi-office support team for the world’s top institutional investors
• Ensured the team executed on its mission to deliver world-class support and service to clients, investment managers and internal end-users. Team responsibilities included: - Onboarding and implementation of the digital.
• Managed Operations: budget, expenses, employee performance, and staffing needs
• Partnered with Senior Leaders and firm-wide management to provide strategic direction of the digital product business
• Institutionalize team processes to improve efficiency and scalability. Processes created and implemented include: - Tracking system for all requests initiated - Training program with certifications for onboarding new.

New York, NY, US

• Managed development standards, best practices, and metrics for 30-person global software team including:- Oracle database development team with full responsibility for new and existing database code- Client integration.
• Maintained superior client service record by developing and implementing 24-hour SLA for client message translation creations and updates
• Recruited and mentored software engineering direct reports
• Executed on cohesive plans for the creation of innovative software products, collaborating with Senior Management and Executive team
• Acknowledged for process and performance improvements include: - Reduced cost of client requested database reports by 80% and decreased average effort per report by 38% - Created and led five organizational innovation.

New York, NY, US

• Oversaw 24/7 12-person global development support team consisting of onshore and offshore resources
• Represented team at organization and company-wide meetings
• Managed and prioritized the daily workload for the team
• Alongside Senior Management, implemented process improvement strategies to improve team efficiency
• Managed weekly staff meetings and monthly knowledge sharing sessions for team
• Designed and implemented development support escalation process

New York, NY, US

• Led onshore and offshore functional QA teams; consisting of approximately 20 resources
• Collaborated with Product Management, Product Design, Development, and Project Cross-Functional Team to ensure project timeframes were agreed upon and that proper expectations had been set
• Ensured proper test planning, test execution, and on-time delivery for critical application projects
• Coordinated internal training program; including monthly knowledge sessions for full QA team and team mentor program
• Engaged with QA manager to reduce the execution time of functional testing, regression testing, and data creation, while continuing to focus on quality and integrity of data
• Led QA team in pilot of Agile development methodology

New York, NY, US

• Coordinated day-to-day workflow, including organizing staffing, shift patterns, and resources required to support client calls
• Processed escalated or complex client inquiries by collaborating with other departments to address client issues
• Conducted telephone quality monitoring calls and provided feedback/coaching to agents on performance
• Oversaw the onboarding process for new associates and post-training
• Reviewed the quality of agent cases and held 1:1s with agents to review performance against day-to-day activities
• Identified process improvements or necessary documentation and escalate, as appropriate

New York, NY, US

• Provided front line support to clients with questions, issues, or requests regarding Omgeo applications and connectivity
• Performed client diagnosis and resolution by phone or assign unresolved requests to appropriate escalation points
• Identified and set a reasonable level of expectation, based on priority and severity, regarding timeframes for resolution
• Provided support and mentoring to junior members of the team

Boston, MA, US

• Researched and rectified monetary, non-monetary, and data related issues for customer accounts
• Investigated and responded to customer queries requiring analysis and corrective adjustments
• Worked directly with the client and client management in resolving plan level issues related to data and plan setup problems

Boston, MA, US

• Delivered extraordinary customer service
• Provided integrated retirement services for 401(k) and pension plans
• Modeled future pension projections and estimates
• Assisted customers initiating retirement which included preparation of retirement forms
• Initiate financial transactions based on customer request