Project Leader: Managed multi-functional, cross-departmental project teams on initiatives improving customer experience, reducing risks, enhancing efficiency and productivity, while providing direct saves to the company.Subject Matter Expert: Go-to resource for support of complex client account issues, new hire onboarding, cross-departmental relationship building, and systems/processes/procedural questions.Project Initiatives -Quality Audit Transition: Utilized change… Show more Project Leader: Managed multi-functional, cross-departmental project teams on initiatives improving customer experience, reducing risks, enhancing efficiency and productivity, while providing direct saves to the company.Subject Matter Expert: Go-to resource for support of complex client account issues, new hire onboarding, cross-departmental relationship building, and systems/processes/procedural questions.Project Initiatives -Quality Audit Transition: Utilized change management ideology during a 9-month process improvement project to implement an improved workflow that identifies and mitigates risk while maximizing efficiency. Led a 90-day pilot that yielded a 80% gain productivity.Service Hotline Prompt Change: Created an enhanced service model over a 6-month project to redesign phone gates for inbound client calls to the Resolution Services department. After 90 days of production use, misdirected calls were reduced by 40%, connected calls average time to handle was reduced by 50%, and the resulting realignment of resources led to a 52% decrease in departmental work backlog. Projected direct saves to department is $2.5 million over 3 years.Processing Manual Overhaul: A 3-month redesign project to modernize all current departmental processing procedures and implement a central guidebook for storing and serving those procedures. Within 30 days of usage, departmental quality in partnership agreements improved and saw gains in expertise across all levels of crew and management. Faster access and availability of standardized procedures has led to improved consistency, accuracy, and increased client satisfaction. Show less

-Identified, researched, and resolved complex account issues utilizing client relationship management skills-Determined root cause of problems to prevent future issues-Retained sensitive high net worth clients by establishing strong personal connections and providing superior client service-Built strong working relationships with internal business departments such as Compliance, Risk, Inheritance Services, Adjustments/Processing and Brokerage Trading-Series 7 and 63 licensed… Show more -Identified, researched, and resolved complex account issues utilizing client relationship management skills-Determined root cause of problems to prevent future issues-Retained sensitive high net worth clients by establishing strong personal connections and providing superior client service-Built strong working relationships with internal business departments such as Compliance, Risk, Inheritance Services, Adjustments/Processing and Brokerage Trading-Series 7 and 63 licensed *Key participant in Pilot Program team to streamline and improve workflow process*Provided new hire training and coaching for external and internal business hires throughout onboarding experience Show less

-customer relationship management-quality service delivery-work flow and time management-teamwork and cooperation

Collaborated with Jefferson Awards of Delaware to sponsor a leadership development conference for all ages through transformational leadership skills, public speaking concepts and team building abilities

Completed a semester long project for non-profit organization in Delaware. Performed business analysis and implemented a CRM system with backend database to allow for workplace collaboration and creation of marketing campaigns, providing the opportunity to mange contacts, track responses and organize finances