Brian Steel Email & Phone Number

Pacific, Mo, Us

Working with clients in various industries to achieve optimal efficiency of their Sanctions Compliance Program. Introducing CSI’s denied party screening software, WatchDOG® Elite, ensuring compliance with OFAC regulations, USA PATRIOT Act compliance rules and other U.S. international watch lists such as PEP and Adverse Media can be both cost effective and comprehensive.

Greater St. Louis Area

St. Louis

• Cultivate relationships building toward a partnership with existing clients.• Retain and grow revenue within existing business, managing over $7.8 million of annual revenue. • Focus on customer satisfaction, understanding customer's business and develop proper network within accounts.• Work with in accounts to bring in experts/specialists in order to grow relationships.• Track customer activity in order to develop account strategy and identify additional opportunities for new business.• Exceeds targets when executing Thomson Reuters strategic account plans.• Conducts new hire mentoring program.• Owns account management with in CRM software.• Nominated by senior management as a campus committee member to conduct inter-departmental business challenges. • Provide accurate forecasting of gross sales and cancellations. • Conduct account planning sessions with clients in order to determine their needs and identify opportunity for additional partnerships.• Knowledge of Financial Markets – equities, fixed income, derivatives, commodities and foreign exchange.

Manila, Philippines

• Perform all job functions as listed below under “Manager”.• Assist in starting up a new Support Center.• Develop and write operational procedures; general day to day work flow, escalation guidelines and complaint process.• Design and deliver training for front-line specialist.• Set up training plan for new hires as well as ongoing training of front-line specialist.• Conduct Quality Assurance for front-line staff; monitor both phone calls and e-mails to ensure that excellent customer service was being provided. • Provide monthly and annual performance appraisals.• Assist in setting up an attendance policy for Customer Support; tardiness, vacation leave and sick leave guidelines.• Mentor Team Managers in handling client complaints and how to escalate issues for a faster resolution.• Interact with various support groups to ensure smooth product release launches and ongoing customer support, through availability of suitable training, documentation and support tools to ensure best practices in support of 3000 Xtra. • Write and run operational reports of CRM data utilizing Business Objects to spot trends and support client concerns.

Greater St. Louis Area

• Responsible for the supervision of a staff of seventeen people within the support center; staff providing support via e-mail and incoming calls.• Use positive motivation to reward staff for performing well by coordinating contests which drive employees to meet and exceed performance objectives.• Manage client complaints by addressing their concerns and providing them with appropriate access to Product or Data Owners. • Conduct monthly and annual performance appraisals.• Evaluate quarterly performance and calculate bonus payments accordingly.• Provide Quality Assurance coaching to front-line Specialist.• Streamlined training program for faster integration of new hires.• Improved Team customer satisfaction ratings from 80% to 96%.• Completed Leadership Development Program.• Successfully maintained positive team morale after an announcement that the support team would be migrating to Manila within 12 months.

Greater St. Louis Area

• Supervise day-to-day operations of the first-level support team by tracking volume, adjusting schedules and guidance on how to best handle client inquiries.• Provide Quality Assurance coaching to front-line Specialist.• Scheduling of vacation and training.• Support front-line Specialist as an Escalation point to drive resolution on client impacting issues.• Lead the Team to consistently meet or exceed all targets such as: Event Driven Program, Resolved in One and First Experience Program. • Established a Mentor Program in which all newly hired agents complete.• Strengthen our relationship with our Support Teams such as: Bangalore Data, US and European Contributed Data and Product Development Teams.• Created a positive atmosphere in order to enhance the Team morale by increasing the awareness of working as a team.• Worked with the team to meet the objective of Service Level to now consistently exceed the objective.

Greater St. Louis Area

• Assisted end user clients with Financial Data; World Debt, FX, Equity, Futures and Options Markets.• Provided end user clients with 3000 Xtra and Reuters Plus product functionality instruction and guidance. • Completed Certification of 3000 Xtra.• Completed Reuters Plus course.

Greater St. Louis Area

Tier Two Specialist 5/03 – 3/06• Provided support to tier one support specialist. When a tier one support specialist cannot answer a client’s question, responsible for answering any open questions or triaging to business area for resolution. • Managed test lab ensuring all PC’s are up-to-date with software such as Operating Systems, Browsers and Personal Financial Management software.• Selected to regularly facilitate in person meetings with high net worth clients who had questions about Intuit’s Quicken® or Microsoft’s Money®.• Requested by A.G. Edwards Financial Consultants and Management to personally call and assist their high net worth clients who have questions about the web sites.• Considered A.G. Edwards in-house expert on Intuit’s Quicken® and Turbo Tax® as well as Microsoft’s Money® software packages.• Responsible for testing and signing-off on all portfolio related changes to the A.G. Edwards web sites prior to being released to production. Tier One Specialist 9/00 – 5/03• Interacted with A.G. Edwards’ clients to support the client account access web site and portfolio tools. The client account access web site has more than 450,000 clients who access over $75 billion dollars in assets.• Interacted with A.G. Edwards’ financial consultants to support the tools used to customize their personal web pages, and to submit seminars and biographies. • Assisted A.G. Edwards’ clients with setting up and maintaining online bill pay.• Guided A.G. Edwards’ clients on how to use their online Commodities Accounts.• Completed A.G. Edwards’ Operations Certification Program.