Consultant

Posted on: 2009-11-10

PAMELA A. McCLENDON\\r\\n4 Harbor View Drive  Hingham, MA 02043 \\r\\nHome: (781) 740-0018  Cell: (617) 827-6891  Email: [email protected]\\r\\n\\r\\n\\r\\nPROFESSIONAL SUMMARY \\r\\n\\r\\nProfessional 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: \\r\\n\\r\\n\\r\\n Management of multi shift operations for large scale transaction processing staff. \\r\\n Managed relationships with large internal and external clients and NQR and Dalbar \\r\\n Examined and created workflows that produce cost effective transactions \\r\\n Oversight of new business conversions \\r\\n Preparation of financial staffing models which calculate costs of new business proposals for new clients\\r\\n\\r\\n\\r\\n\\r\\nSELECTED ACCOMPLISHMENTS\\r\\n\\r\\n Achieved reduction in corporate expenses for check processing by $5.00 per transaction. \\r\\n Implemented various new processes to reduce expenses, achieve scalability and improve first time quality through streamlining functions.\\r\\n Coordinated business recovery events to other facilities, states and countries. \\r\\n Completed Cooper’s & Lybrand JIT ( Just In Time ) Program \\r\\n Completed Zenger Miller Front Line Leadership Training\\r\\n\\r\\n\\r\\n\\r\\nPROFESSIONAL EXPERIENCE\\r\\n\\r\\nDENCO CONSULTING GROUP - Marblehead, MA\\r\\nCurrent- Consultant\\r\\nConduct Telephone Audits for mutual fund companies to measure service quality\\r\\n\\r\\nNATIONAL QUALITY REVIEW - Boston, MA \\r\\nDecember 2007 – February 2009 - Consultant \\r\\n Conducted Telephone Audits for Financial Services Firms and Transfer Agents, report on service quality, benchmark against industry\\r\\n Coordinated Annual Conference Training Panel \\r\\n Developed and integrated new corporate staffing model to enhance workforce management tools and ensure appropriate staffing levels match workloads\\r\\nBOSTON FINANCIAL DATA SERVICES - Quincy, MA\\r\\n1998- November 2007\\r\\nClient Service Officer \\r\\n\\r\\nResponsible 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.\\r\\n\\r\\nPUTNAM INVESTMENTS, Boston, MA Various Management Positions - 1986 – 1998 \\r\\nVice President, Senior Operations Leader 1997 – 1998 \\r\\n\\r\\nManaged 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 met\\r\\n Collaborated with corporate training to redesign and rewrite telephone representatives training curriculums to improve overall customer satisfaction \\r\\n\\r\\nVice President, Senior Operations Leader 1997 – 1998 \\r\\n\\r\\n Designed pay for skill set programs with Human Resources personnel to enhance overall employee skill sets, improve retention and enhance career pathing and job satisfaction\\r\\n Oversight of 3 and 5 week Telephone Training program for 300 new hires per year\\r\\n Planned and executed business tours for domestic and international client base\\r\\n\\r\\nVice President and Operations Leader 1995 – 1996\\r\\n\\r\\n Overall Management of 175 customer service representatives, 2 managers and 12 supervisors handling broker inquiries\\r\\n\\r\\nAssistant Vice President, Operations Leader and Training Manager 1993 – 1994\\r\\n\\r\\nResponsible 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.\\r\\n Guided training and development of all new customer service representatives in 3 and 5 week training programs. Oversaw rewrites of all customer service programs.\\r\\n Nominated for Leadership award - Assistant Vice President \\r\\n Awarded 8 Financial Services Industry awards for excellence in service quality.\\r\\n\\r\\nVarious Supervisory and Consultant roles, Assistant Order Room Manager 1986- 1992\\r\\n\\r\\nEDUCATION\\r\\n\\r\\nLYNDON STATE COLLEGE, Lyndonville, VT\\r\\n QUINCY COLLEGE, Quincy, MA- Associates Degree, Science\\r\\n