SUMMARY:

• Distinguished career in the financial services industry, with proven success in developing, inspiring and leading high - performing teams in advancing business goals and exceeding customer expectations.
• Expert in driving seamless, efficient operations, with extensive experience in staff scheduling, project coordination, and strategic task / resource management.
• Exceptional interpersonal skills used to interface with high-profile clients, influence key decision makers, solve problems, and build consensus across organizational functions.
• Valuable experience in vendor management and as liaison between business and technical teams.

EXPERTISE AREA:

• Superior Customer Service
• Client Reporting Operations
• Brand Marketing & Communication
• Vendor Negotiation & Management
• Operations Excellence & Process Improvement
• Regulatory Compliance
• Time, Task, & Project Management
• Team Building, Mentoring, & Coaching
• Interface with Priority & High-Worth Clients
• Industry Knowledge & Proprietary Applications

PROFESSIONAL EXPERIENCE:

Confidential

Project Manager

Responsibilities:

• Project Manager implementing new IRS regulations to integrate with current systems in place. Working on 305(c) and 871(m) implementation.

Confidential

Quality Assurance Testing Analyst QA

Responsibilities:

• Provide expert consultation and guidance as liaison between operational groups and Internal Systems team.
• Translate complex business needs into specific system and application requirements, review and verify form accuracy, layout and compliance, and write test scripts and oversee testing of form revisions in advance of and preparation for external use. Perform under tight time constraints to revise all forms by statutory deadlines.
• Facilitated project meetings, prepared meeting minutes, provided status, completed and tracked issues and risks, and monitored quality testing efforts during the project life cycle.
• Compiled project status reports, coordinated project schedules and meetings, and oversee the remediation of risk(s), and action item(s) log.
• Coordinated collaboratively and constructively the relationship between the Project and key business stakeholders

Confidential

Quality Assurance Testing Analyst

Responsibilities:

• Provide expert consultation and guidance as liaison between operational groups and Internal Systems team. Translate complex business needs into specific system and application requirements, review and verify form accuracy, layout and compliance, and write test scripts and oversee testing of form revisions in advance of and preparation for external use. Perform under tight time constraints to revise all forms by statutory deadlines.
• Facilitated project meetings, prepared meeting minutes, provided status, completed and tracked issues and risks, and monitored quality testing efforts during the project life cycle.
• Compiled project status reports, coordinated project schedules and meetings, and oversee the remediation of risk(s), and action item(s) log.
• Coordinated collaboratively and constructively the relationship between the Project and key business stakeholders

Confidential, New Jersey

Unit Administrator / Specialist

Responsibilities:

• Directed team in providing outstanding service to ensure total customer satisfaction; resolved escalated service issues in adherence with IRS regulations.
• Provided expert consultation in support of client statement redesign project.
• Excelled as liaison between operational groups and Internal Systems Department, translating business needs into specific system / application requirements.
• Earned and consistently reinforced reputation as a highly effective manager who leads by example and inspires staff to work to their full potential to achieve business goals.

Confidential

Supervisor

Responsibilities:

• Demonstrated exceptional organization in forecasting call volumes, creating daily schedules, and managing vacation / sick time for network of more than 300 service agents.
• Effectively led multiple projects, including Financial Foundation rollout, Rapid Response Team, and State Tax Withholding on retirement distributions.

Confidential

Assistant Vice President

Responsibilities:

• Collaborated with external vendor team to develop and implement a more efficient collateral distribution system in line with Sales Team’s operational processes.
• Identified business need, gained senior management approval, and executed recommendation to build and launch Print-On-Demand Intranet platform to house up-to-date marketing literature and sales materials for team access. Worked closely with vendor on site development, supported site launch, and conducted ongoing site assessment and improvement.
• Managed comprehensive analysis of current / future team business requirements. Conducted interviews with 75+ Financial Consultants across the U.S. to determine needs for operational success.

Assistant Vice President

Confidential

Responsibilities:

• Liaised between Private Client business teams and Systems / Technology platform personnel to analyze current business requirements, assess business environments, communicate technical needs, and coordinate user acceptance (UAT) testing.
• Concurrently, oversaw Campaign Management System designed to distribute client and prospect leads to Financial Consultants via a Web-based application.