Tim Hester Email & Phone Number

London , Gb

Meet with investors and entrepreneurs who are interested in entering the Managed Service Provider industry with a concentration in Mortgage servicing, Managed IT services, Cyber Security and/or Cyber Governance.· Provide guidance on industry standards for their products and services.· Provide and explain flow charts with a recommended departmental structure for the business.· Provide recommendations for software and technology that may be applicable to their vertical.

New York, New York, Us

· Responsible for managing a $4M book of annual business while collaborating with Heads of IT Infrastructure, CTOs, and occasionally CEOs.· Achieved greater than 104% Annual Revenue Retention (ARR) in both years with Agio.· Generated an additional $750K in NRR from upsell and cross-sell opportunities in 2022 and 2023.· In charge of new client’s implementation by ensuring that all activities are completed timely and correctly.· Assist with onboarding new team members working in the Cyber Governance vertical for Hedge Fund, Health Care, and Law Firm clients.· Host Quarterly Business Reviews with clients and provide their investors with an overview of the client’s technology environment and provide an update on our performance: including client case trending data, project statuses, KPI adherence (YTD), penetration test results, etc.· Create and maintain our Cyber Governance renewal process and playbook.

Ewing, Nj, Us

· Auditor in Charge of OCC audits (Matter Requiring Attention or MRA) where I managed a small team of Staff Auditors to meet tight deadlines and high-quality standards of the OCC.· Formally present findings on passing audits to the Office of the Comptroller of the Currency (OCC) regarding our client’s environments.· Partner with all business unit leaders to design an appropriate action plan to remediate identified issues.· Verified that control functions are operating as expected and preparing reports and/or work papers to support the decision.· Managed deadlines utilizing Process Unity and Auditor Assistant to ensure all audits are completed within their respective time frames. I was the lead auditor on up to 10 engagements at a time, including MRAs assigned by the OCC.

Ewing, Nj, Us

· Management Responsibilities:o Managed a team of three specialists that grew to 9 and provided advanced service to a “High Wealth Borrower” portfolio for Citi Bank.o Monitored KPI performance and SLA adherenceo Designed and facilitated training,o Reviewed team statistics and shifted items around to ensure proper workload balancing.o Created and implemented procedures/controls for the team to ensure tight Service Level Agreements were met.o Monitored and scored the interactions of our staff with our Business Partner’s and provided feedback to the team members.· Individual Contributor (Attached to the Complaint Management Dept):o Managed 10 of our top 20 clients as a Liaison to the Complaint Management department.o Assisted in SOW creation and worked with the Presidential Complaints team to interpret SOWs and apply them to operations.o Collaborated with Business units to ensure root cause improvements are being made based on Complaint findings; communicated updates to the priority “Top 20” clients.o Organized the client’s concerns and trending information to senior management.o Completed regular business reviews with my clients to review loan performance, SLA adherence, new compliance information to be aware of and our upcoming innovations.

Ewing, Nj, Us

· Provided new clients with a successful transition of their mortgage portfolio, focusing on customer and client experience. Accomplished by providing walk-throughs of processes, reporting on the business partner’s loan activity, and assisting with creating a welcome message for the new customers.· Facilitated weekly calls with new Business Partners, kept meeting minutes, and advised on open action items.· Monitored inbound call volume and common trends with our new Business Partners' mortgage accounts.· Provided detailed information to our Customer Service team regarding any special business practices from our new clients. This included branding information, recommended call language, and client portfolio details.

I Train and Coach student journalists and assist in the editing process for the newspaper.

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