Tony Whitley Email & Phone Number

Pensacola, Florida, United States

• Successfully lead and manage the Workforce Management, Quality Assurance, Training, Knowledge Management, Office Assistant, and Front Desk Operations of the Abeka Customer Service contact center• Provided direction for the successful implementation of Abeka’s Agent Portal Knowledge Base to Microsoft SharePoint• Successfully provide direction on, as well as helped author, processes for critical operational roles• Act as liaison between the Abeka Customer Service contact center and… Show more • Successfully lead and manage the Workforce Management, Quality Assurance, Training, Knowledge Management, Office Assistant, and Front Desk Operations of the Abeka Customer Service contact center• Provided direction for the successful implementation of Abeka’s Agent Portal Knowledge Base to Microsoft SharePoint• Successfully provide direction on, as well as helped author, processes for critical operational roles• Act as liaison between the Abeka Customer Service contact center and I.T., Employee Services, as well as other interested departments/parties• Successful forecasting of contact center volume, with average month over month average of 96% to plan• Successfully create a culture that has earned 4.5 out of 5 survey scores, month over month, for the past three years• Successfully moved one of our vendors and the associated voice queues that they manage from their proprietary system to our Genesys Cloud CX platform• Partner with and manage expectations with Vendors in meeting for status, relationship management, and associated needs• Instituted backup resources for critical operational roles Show less

Charlotte, North Carolina, United States

I have successfully built a World Class quality Client Support team comprised of high performing Client Support Specialists. I formally created both case and call monitoring to continually improve white-glove service and support to all clients. I implemented a team meeting philosophy that fosters knowledge sharing, team issue / resolution time, with positive energy that inspires individual/team growth in making a difference for all clients. I collaborate with all other internal teams with the… Show more I have successfully built a World Class quality Client Support team comprised of high performing Client Support Specialists. I formally created both case and call monitoring to continually improve white-glove service and support to all clients. I implemented a team meeting philosophy that fosters knowledge sharing, team issue / resolution time, with positive energy that inspires individual/team growth in making a difference for all clients. I collaborate with all other internal teams with the mission of creating the most pleasing client experience. I successfully partner with all major custodians, such as Schwab, TD, Pershing, Fidelity, and DST. Show less

Charlotte, Nc

Operations SpecialistFrom day one, I was able to self-train on the Adhesion Platform. I was accountable for training employees and clients, primarily on how to use the Adhesion Platform, via JoinMe and GoToMeeting. I dexterously trained over 200 advisors via classes ranging from 60-120 minutes with an audience size ranging from 5 to 100. I successfully completed daily Posting and Reconciliation for many large RIAs and the main Trading Dataset, for UMAs, using Envestnet Tamarac Portfolio… Show more Operations SpecialistFrom day one, I was able to self-train on the Adhesion Platform. I was accountable for training employees and clients, primarily on how to use the Adhesion Platform, via JoinMe and GoToMeeting. I dexterously trained over 200 advisors via classes ranging from 60-120 minutes with an audience size ranging from 5 to 100. I successfully completed daily Posting and Reconciliation for many large RIAs and the main Trading Dataset, for UMAs, using Envestnet Tamarac Portfolio Center. All posting and reconciliation adhered to the daily deadlines / SLAs set. The data and information from these reports allow registered investment advisors to perform monthly and annual account reviews with their respective clients and are also used for AUM reporting. As needed, I was able to use SQL to query custom reports for clients, as well as run pricing, job updates, and for troubleshooting purposes for performance. Additionally, I set up third party access and case management using Salesforce. I proficiently trained new operations employees on Envestnet Tamarac Portfolio Center, the proprietary Adhesion platform, and internal operational processes, including support for Sales and Relationship Management. I fostered client relationships by addressing, tracking, and escalating to Leadership as needed. Show less

I served as both an Implementation Project Manager, both as lead and assistant. I had extensive interaction with the Implementation Data Analyst, Sales Executive, Product Support Manager, and the Client firm project team. Implementations ranged from one-to two-quarter cycles with one week onsite for transition and training. I provided daily phone/email support for the MAUI brand of trust accounting software. Additionally, I successfully trained employees and clients via online WebEx… Show more I served as both an Implementation Project Manager, both as lead and assistant. I had extensive interaction with the Implementation Data Analyst, Sales Executive, Product Support Manager, and the Client firm project team. Implementations ranged from one-to two-quarter cycles with one week onsite for transition and training. I provided daily phone/email support for the MAUI brand of trust accounting software. Additionally, I successfully trained employees and clients via online WebEx, GoToMeeting sessions, and onsite. I also performed detailed testing of software modules, identifying bugs, and reporting regressions to developers for patch resolution and acceptance testing. I scheduled and completed software upgrades, and worked with the appropriate team(s) to have any issues corrected that were found. I prepared and presented at the Infovisa Client Conference as well. Show less