Matthew P. Email & Phone Number

Boston, MA, US

San Diego, CA, US

Weston, Massachusetts, US

• As a member of Advisor360’s Client Service & Operations team, I provided white glove service to an industry leading, wealth management client. I interfaced with key stakeholders across business lines and technical.
• Managed client engagements across a portfolio of enterprise software product enhancements from ideation to implementation- Created additional governance structures to better align client expectations and manage demand.
• Project managed large-scale infrastructure efforts as a Managed Services Provider and implementation of SaaS features
• Helped lead a Customer Success Team, leveraging cross-functional leaders to increase CSAT
• Spearheaded transformation efforts toward defining and tracking OKRs and KPIS.- Developed a quantitative “Customer Health Index" to score, trend, and roll up key business metrics- Created Service & Support dashboard.

Windsor, CT, US

• Program managed the firm's strategic relationships for enterprise clients.As a member of the Project Management team at SS&C's DST Financial Services Group I was responsible for managing projects and events for DST.
• Program managed enterprise-level conversions, increasing revenue by $30+ million annually
• Project managed development efforts on time and in scope with budgets between $10,000 - $1,000,000+- Implemented new product enhancements such as integrated web services for Digital Onboarding solutions - Executed.
• Developed processes, metrics and artifacts to track professional services burned hours/spend versus budget

San Diego, CA, US

• As Director of Operations at Cetera Advisors (fka Investors Capital Corporation) my primary responsibilities involved managing Trading & Operations teams in providing '5 Star Customer Service.' We supported a network.
• Transitioned business processing operations group and call center to an enterprise-level, shared services model at Cetera Financial Group (Cetera Advisors).- Helped ensure successful hand-off of knowledge and.
• Managed the performance of Operations Team Associates in brokerage service and processing.- Increased Net Promoter customer service score by 54% (from 42 to 65)
• Created ad hoc reports for special projects including business intelligence, regulatory requests.- Culled data from multiple relational databases, combing data with SQL, Excel, Access
• Implemented strategic initiatives around enhancements to policy, procedure and software.- Developed use cases, acted as business analyst and project manager
• Executed “Going Green” initiative – eDelivery of confirms and statements via NetxInvestor.com- Increased from 5% paperless clients to 41%- Achieved highest adoption rate of any IBD clearing firm at Pershing- Strategy.

• Led Operations Group with 1,000+ inbound phone calls per month.
• Built training materials/documentation and “Things We Know” FAQ Guide.

Bachelor Of Arts - Ba, Journalism

Broadcast Journalism

High School/Secondary Diplomas And Certificates