I’ve enjoyed a progressive career going back to when the organization was PFPC Throughout organizational change, I have taken on expanding responsibilities and have led teams to absorb the change without letting it be disruptive to our valued clients. Currently, I oversee a team of customer services reps for a call center that supports the servicing of world’s largest mutual fund clients. Our focus is on quality of service and resolution of issues. I ensure proper training of full-time and seasonal employees and manage workflow. As a regular course of business, I identify areas for operational improvements and devise creative solutions.My focus on client service excellence is exemplified by the following accomplishments and recognition: • Introduced a new strategy for client interaction: “SEE” (S=Service, E=Engagement, E=Empathy), which led to positive feedback and fewer escalation calls.• Received Dalbar service excellence award for 10 straight years for Pacific Funds and 8 years for ING/Voya and ranked in top 5 of overall award-winning companies in 2017.

I enjoyed a progressive career and was promoted quickly during my career with Domino’s. I was able deliver significant results from my start as Management Trainee and on to roles as Store Manager and District Manager. As Regional Manager, I directed 9 franchise locations; 6 additional stores, and a second multi-unit manager. I also taught classes at the world headquarters.