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 disciplines to execute on strategic objectives.● 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- Orchestrated client readiness, communications and testing cycles into release management● 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 reporting with trend analysis around volume and velocity

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 Retirement Solutions clients, providing formalized project planning and event coordination across multiple departments. I was also tasked with assisting the PMO in finding unique solutions to support business needs, including streamlining processes and documentation.● 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 custom, client configurations with third-party applications, such as Managed Account providers● 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 of 500+ independent financial representatives, generating approximately $100 million in revenue with $6 billion AUM and $2 billion held in RIA. Much of my time was spent designing and implementing policy and procedures regarding supervision, compliance risk and operational efficiency.● 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 uninterrupted services levels● 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 was featured in Pershing marketing materials

● 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