Santiago M. Email & Phone Number

United States

-Developed and implemented strategies to foster a culture of mentorship and customer-centricity within the organization, leading to improved employee engagement and customer satisfaction driving an increase of customer resolution rate over 33% year over year .- Collaborated with cross-functional teams to execute business priorities and drive operational efficiency.- Provided expert guidance and support to clients in accordance with company policies and procedures.- Supported brokerage operations and functional leads in achieving business objectives, with a focus on risk-based supervisionrequirements.- Led the implementation of programs to enhance the client and employee experience.- Established and maintained operational policies, practices, standards, and security measures to ensure consistent and effectivesupport.- Built relationships with company stakeholders and business leaders to develop more effective strategies for customer experience.- Analyzed data to inform business decisions and gathered customer feedback to understand their experiences with the company.- Worked closely with executive leadership to develop and achieve company goals, while providing subject matter expertise onoperations projects and systems.

Remote

- Attracted, managed and mentored teams and individuals; including performance evaluations, taking disciplinary actions and performing separations, as appropriate- Led a team of 15 Client Experience Associates and Representatives, enabling staff to respond promptly to client inquiries while managing risk- Conducted research to understand customer behavior and preferences, leading to the development of a streamlined customer experience across all departments.- Collaborated with cross-functional teams to continuously improve the employee and customer experience.- Led engagement with project management to drive process improvement and efficiency.- Identified and addressed problem areas within the company to drive continuous improvement.- Managed risk and handled high-level escalations, including regulatory matters, to ensure compliance and customer safety.- Maintained high quality standards to align with compliance partners and prioritize customer safety.- Managed risk and handled high-level escalations, including regulatory matters, to ensure compliance and customer safety.- Maintained high quality standards to align with compliance partners and prioritize customer safety.- Oversaw the hiring, orientation, and training of the customer experience team to ensure a high level of customer service.- Collaborated with production and creative departments to deliver high-quality products and services.- Led the restructuring of the organization to prioritize the customer experience.- Conducted research and studies to identify new techniques for improving the customer experience.- Reduced response times for customer inquiries by 50% through the implementation of a more efficient customer service system.- Improved employee retention rates by 15% through the implementation of training and development programs for customerservice representatives.- Utilized customer relationship management (CRM) tools to track and improve customer interactions and experiences.

- Served high-net-worth clients with assets over $250,000, providing expert financial guidance and support.- Collaborated with Financial Advisors to identify opportunities and recommend products and services to enhance clients' financialsuccess.- Specialized in trading complex securities and options strategies, as well as managing clients' portfolios.- Engaged with customers through inbound calls, promptly responding to their inquiries and requests.- Assisted clients with day-to-day requests, including check disbursements, wire transfer requests, and account maintenance.- Traded a variety of financial instruments, including stocks, ETFs, and mutual funds, to optimize clients' portfolios.

Lakewood, Colorado

- Opened deposit accounts, processed personal loan and home equity applications, and efficiently managed a variety of customer service requests.- Provided comprehensive financial and credit services to customers, including the opening of checking and savings accounts, personal loans, and credit cards.- Managed customer portfolios and developed strong relationships through exceptional customer service

San Francisco Bay Area