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Pamela
US-Massachusetts-Boston South
Consultant
Financial Services
PAMELA A. McCLENDONrn4 Harbor View Drive Hingham, MA 02043 rnHome: (781) 740-0018 Cell: (617) 827-6891 Email: pamelamac@comcast.netrnrnrnPROFESSIONAL SUMMARY rnrnProfessional Executive with recognized experience managing multiple operations in transfer agency and call center environments. Expertise includes: Client Relationship management, process improvement, business and workflow analysis, statistical process control, new business conversions and operations management. Special areas of competency: rnrnrn Management of multi shift operations for large scale transaction processing staff. rn Managed relationships with large internal and external clients and NQR and Dalbar rn Examined and created workflows that produce cost effective transactions rn Oversight of new business conversions rn Preparation of financial staffing models which calculate costs of new business proposals for new clientsrnrnrnrnSELECTED ACCOMPLISHMENTSrnrn Achieved reduction in corporate expenses for check processing by $5.00 per transaction. rn Implemented various new processes to reduce expenses, achieve scalability and improve first time quality through streamlining functions.rn Coordinated business recovery events to other facilities, states and countries. rn Completed Cooper’s & Lybrand JIT ( Just In Time ) Program rn Completed Zenger Miller Front Line Leadership TrainingrnrnrnrnPROFESSIONAL EXPERIENCErnrnDENCO CONSULTING GROUP - Marblehead, MArnCurrent- ConsultantrnConduct Telephone Audits for mutual fund companies to measure service qualityrnrnNATIONAL QUALITY REVIEW - Boston, MA rnDecember 2007 – February 2009 - Consultant rn Conducted Telephone Audits for Financial Services Firms and Transfer Agents, report on service quality, benchmark against industryrn Coordinated Annual Conference Training Panel rn Developed and integrated new corporate staffing model to enhance workforce management tools and ensure appropriate staffing levels match workloadsrnBOSTON FINANCIAL DATA SERVICES - Quincy, MArn1998- November 2007rnClient Service Officer rnrnResponsible for overall management of all incoming and outgoing mail documents from initial scanning to archive storage. Responsibilities also include integrating new business into a transfer agent environment.rnrnPUTNAM INVESTMENTS, Boston, MA Various Management Positions - 1986 – 1998 rnVice President, Senior Operations Leader 1997 – 1998 rnrnManaged 300 service representatives, 4 managers and 20 supervisors and team of quality assurance specialists handling shareholder, broker calls in call center environment, ensured corporate goals were metrn Collaborated with corporate training to redesign and rewrite telephone representatives training curriculums to improve overall customer satisfaction rnrnVice President, Senior Operations Leader 1997 – 1998 rnrn Designed pay for skill set programs with Human Resources personnel to enhance overall employee skill sets, improve retention and enhance career pathing and job satisfactionrn Oversight of 3 and 5 week Telephone Training program for 300 new hires per yearrn Planned and executed business tours for domestic and international client basernrnVice President and Operations Leader 1995 – 1996rnrn Overall Management of 175 customer service representatives, 2 managers and 12 supervisors handling broker inquiriesrnrnAssistant Vice President, Operations Leader and Training Manager 1993 – 1994rnrnResponsible for the oversight of 125 customer service representatives, 3 corporate trainers, 2 senior managers and 15 front line supervisors handling inquiries for shareholders and brokers.rn Guided training and development of all new customer service representatives in 3 and 5 week training programs. Oversaw rewrites of all customer service programs.rn Nominated for Leadership award - Assistant Vice President rn Awarded 8 Financial Services Industry awards for excellence in service quality.rnrnVarious Supervisory and Consultant roles, Assistant Order Room Manager 1986- 1992rnrnEDUCATIONrnrnLYNDON STATE COLLEGE, Lyndonville, VTrn QUINCY COLLEGE, Quincy, MA- Associates Degree, Sciencern
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