Peter Fairchild Email & Phone Number

New York, NY, US

Providing direct support to the SVP of Customer Service & Marketing and the overall CRM strategy including direction to customer service contact center and processing team ensuring that customer inquires, requests and issues are handled timely and in compliance with the Fund's policy and procedures.

Westport, Connecticut, US

Responsible for ensuring excellent operations and execution of Reception responsibilities by their sub group as well as the development of individual team members.

Austin, TX, US

Responsible for the day-to-day operations, quality standards and continued evolution of enrollment, technology, and administration functions as well as the primary point of contact with institutional clients.

New York, New York, US

• Managed four call centers across three locations with 175 call center associates and a management team of 25. Responsible for 3.5 million incoming calls annually from field agents, brokers and customers. Managed an.
• Won of the Dalbar Annuity Service Award for five consecutive years (2008 through 2013). The award is presented to firms that consistently exceed established industry standards
• Improved call center associate efficiency by 12% year-over-year resulting in a 10% increase in calls answered

New York, New York, US

• Responsible for Third Party Bank and Broker Dealer Call Center. Managed 27 call center associates and a management team of four across two sites.
• Created a Research & Resolution Department within the call center for addressing Agent issues in a timely manner and resulting in a 35% decrease in complaints within 30 days
• Negotiated a multi-year large scale security breach contract ensuring service standards would be maintained in the event of a data breach

US

• Managed a call center responsible for all calls received from Banks, Wire Houses and Financial Institutions.
• Over six month period, calls answered increased by 44% while significantly reducing time between calls; during same time period staff was reduced by 20%
• Maximized the use of under-utilized technologies; analyzed incoming call trends to gain operational efficiencies

Toronto, Ontario, CA

• Responsible for the Firm’s overall Learning and Development operations with P&L responsibility and a budget of $4 million dollars
• Identified and implemented at least $225,000 of cost saving initiatives every year
• Sales training of institutional associates resulted in increase of $8 billion of new assets under management in 2004
• Conducted thorough needs analysis for each internal business unit to forecast, develop, and implement required training curriculum

Toronto, Ontario, CA

• Responsible for 4.5 million customer brokerage, retirement, and banking accounts. Managed 350 associates and a management team of 15 in eight call centers
• Implemented global customer service model with excellent customer evaluations of 90-95%
• Managed an annual increase in customer service call and trading volume of more than 100%
• Created the electronic order room and established a “best execution” policy

Bachelor'S Degree, History

Education record