Sterling Trust

1mo

Assistant Vice President

Oversee the department's budget for salaries, revenues, and expenses to ensure alignment with the organization's strategy Reduced caller hold times by 75% and processing times by 28% Lead a staff of 50 employees by providing coaching and discipline, conducting performance reviews and staff evaluations, and reviewing production standards and individual performances Mentor junior management through weekly meetings to carry out the operational strategies set forth Monitor staff levels and recruit, interview, and select new staff as needed Monitor daily production levels to ensure service levels are maintained and make adjustments as needed Recommend, implement, and direct strategic changes in the department's operations, policies, and procedures Oversee the quality assurance monitoring program for the call center operation, review Error & Omission calculations, and identify training needs of the staff Handle customer relations by resolving escalated problems, conducting monthly conference calls with key business providers, and ensuring the service levels are met

IRA Department Manager

Supervised 35 staff members; directed the day to day operations, workflow, and training needs Assisted GVP with recruiting, staff evaluations, and disciplinary actions Calculated Error & Omission Claims as requested Worked with new business prospects to provide company & product information and developed a client outreach program to improve the level of customer service provided to all clients Created a quality assurance monitoring program for the call center and designed and maintained daily reports to monitor the incoming calls, hold times, and call distribution Assisted in the development of an ongoing training program for all employees Maintained staff timesheets, including monitoring vacation and sick time Developed solid working relationships with other department managers and staff members to achieve service standards Developed, implemented, and updated procedural manuals covering process in the department Assisted in developing, implementing, and communicating policies, processes, systems, and procedures to achieve annual goals, objectives, and work standards Attended ongoing leadership training sessions

Senior Client Services Representative

Supervised 14 IRA Client Service Representatives Managed incoming phone calls from clients to resolve service issues Organized paperwork for the purchase of mutual funds, public and private stock, limited partnerships, annuities, real estate, and precious metals Researched accounts that had errors reported and calculated and financial loss to the client