Shawn Pugh Email & Phone Number

Jersey City, NJ, US

• Oversee the entire Wealth Management product release process by coordinating with the Product, Sales, Development, Quality Assurance, and the Infrastructure teams throughout the entire SDLC process.
• Successful in becoming a strategic partner with my clients that translated into positive client reviews and semi-annual Net Promoter Score results. For premier client accounts, I held reoccurring weekly and bi-weekly.
• Facilitated new product user group sessions and demos internally in the development stage and directly with clients on site or in client town halls. The new rollouts included the Scivantage Next Generation trading.
• Performed product change analysis by providing product level determination of merging an average of 40 monthly development bugs, maintenance updates, and change requests. Created and distributed the product release.
• Created and implemented the 90 day SDLC review schedule that includes a holistic view of client tickets, and product changes. Responsible for communicating the various current statuses of all development and high.

Jersey City, NJ, US

• Successful in becoming a strategic partner with my clients that translated into positive client reviews and semi-annual Net Promoter Score results. For premier client accounts, I held reoccurring weekly and bi-weekly.
• Client Liaison and escalation point for high severity platform system issues, client escalations, outages, and third party vendor related issues.
• Facilitated new product user group sessions and demos internally in the development stage and directly with clients on site or in client town halls. The new product rollouts included the Scivantage Next Generation.
• Oversee the entire Wealth Management product release process by coordinating with the Product, Sales, Development, Quality Assurance, and the Infrastructure teams throughout the entire SDLC process.
• Performed product change analysis by providing product level determination of merging an average of 40 monthly development bugs, maintenance updates, and change requests. Created and distributed the product release.
• Created and implemented the 90 day SDLC review schedule that includes a holistic view of client tickets, and product changes. Responsible for communicating the various current statuses of all development and high.

Dallas Texas, TX, US

• Responsible for all aspects of the project plan management including the creation and project plan execution. This included creating the necessary BRD’s and various tasks. Maintained task/issue list and change.
• Completed operation department readiness assessments for all departments by analyzing the potential new business impact on clients as a result of a merger.
• Implemented a new telephone infrastructure across all of the operations departments. This involved partnering with the vendor Avaya on designing the appropriate phone solutions. Created and participated in the UAT.
• Established the framework for the newly created Quality Assurance department by building the standard phone script for servicing clients, identifying the appropriate scoring criteria, and developed a database within.
• Partnered with the Relationship Management and Senior Management teams to create a central area within SalesForce that allowed the organization to track the status of client accounts with service issues.

Duluth, GA, US

• Assisted individuals and families create financial planning goals for present and future goals that include college saving plans, retirement strategies, custodial accounts, equities and saving bonds.
• Worked closely with college bound students in assisting with their college planning through the use of 529 Saving Plans and Coverdell Education Saving Accounts.
• Provided term & permanent life insurance protection needs for clients by offering Whole, Universal, and Variable Life Policies.
• Recommended Annuity products such as Fixed Annuities, Variable Annuities, and Equity Indexed Annuities.
• Offered a variety of Mutual funds that included balanced, bond, small cap, blue chip, and foreign funds.

Milwaukee, Wisconsin, US

• Fostered the relationships between Fiserv and 28 Specialty Managed Account Managers by developing a partnership with each account to identify the client’s business priorities and goals.
• Delivered client presentations including a quarterly review of large-scale projects, account growth opportunities, and highlighted Fiserv product pipeline updates.
• Managed and executed the client contract renewal processes which included contract negotiations.
• Worked in a project management role for projects that required creating formal BRD's, statements of work (SOW'), and producing project scope documents.
• Ensured client feedback via participation in annual and quarterly pulse surveys; daily ticket workflow resolution feedback. Communicated the results and action plan to the senior management, and Fiserv.

New York, NY, US

• Managed and directed a team of six trade support and reconciliation senior specialist that supported a field of over 500 ML Financial Advisors on the firm’s Managed Account products such as PIA, MLAP, and MLPA.
• Conducted bi-monthly training classes with the use of CheckFree now Fiserv APL browser via WebEx.
• Worked directly with the Product Oversight team to ensure compliance of the Home Office Models, and structuring of client accounts. Created daily compliance reports, facilitated accurate & timely trading, and trade.
• Partnered with the SMA vendor CheckFree now Fiserv to represent positive enhancements to the APL trading platform for speed and effectiveness during peak trading hours.
• Presented statistics of production trade order and trade reconciliation data with the senior management teams. Established written procedural manuals for training new associates on the team.

Omaha, NE, US

• Directed a team of fifteen to eighteen registered representatives with a focus on positive service delivery for the client service group.
• Conducted feedback review sessions on call statistics and recorded calls with the use of “Did Wells” and “Next Time” techniques.
• Implemented the rollout of (APECS) service model, the new techniques provided outstanding improvements in the firms overall customer service in client feedback.
• Received 2003 Smart Money #1 ranking in customer service among industry leading discount brokerage firms.
• Provided representative training on the company’s products, services, and trading techniques. Created scenario based procedural documents.
• Proactively assisted HVC and A1 investors with trade executions, trade reconciliation, product, and account details.

Certificate In Project Management Training

Bachelor Of Arts, Business Administration

Education record