Customer Success Manager

• May 2022 - Present

Section Manager II - Corporate Actions Stock Loan and Proxy

• Jun 2021 - Apr 2022

• Act as owner and of the Corporate Actions Stock Loan and Proxy Voting products• Identify and resolve complex escalation issues related to Corporate Actions Stock Loan and Proxy• Oversee procedure enhancements to improve team workflows• Coordinate testing initiatives to ensure cases cover complete scenarios• Develop procedures to comply with SRD II, GDPR, and other regulatory requirements• Manage Broadridge and ISS as 3rd party proxy vendors. Provide oversight of the vendors via issues logs, drive process improvement, and adhere to department budget Show less

Section Manager - Client Inquiry Response Team

• Dec 2017 - Jun 2021

• Managed a global team of 10 members ranging from entry level to supervisors. Coached and developed multiple team members who were promoted supervisor and manager levels.• Implemented Microsoft Dynamics as part of a firm wide update to CRM tools. Dictated product requirements, tested software, and designed new client management practices within the tool.• Provided demos of BBH Corporate Actions software and products to current and prospective clients.• Acted as key escalation contact for internal and external clients regarding Corporate Actions issues.• Proactively identified pain points and held regular meetings with BBH’s most sensitive institutional clients to develop consultative relationships and ensure retention of key business partnerships.• Collaborated with Relationship Management to provide complete and thorough Corporate Action product and process descriptions for RFPs and Due Diligence documents within Qvidian.• Designed custom Corporate Action reporting to meet various client needs.• Solicited feedback from clients and implemented changes to our products. Show less

Supervisor - Client Inquiry Response

• Jul 2015 - Dec 2017

• Valued Corporate Actions events to determine potential material impact to our client’s holdings. For material events, escalate adverse elections to clients to reconfirm intent.• Collaborated with Trade Processing, Funds Transfer, Reconciliation and Analysis, and Client Service teams to resolve complex Corporate Action issues.• Answered RFP and DDQ questions in Qvidian as part of the client bidding process.• Analyzed and presented monthly efficiency numbers and information on key clients to my team.• Provided regular feedback on inquiry quality and timeliness to five direct reports.• Developed department wide mentoring program, pairing managers/supervisors with newer employees, to encourage cross team communication and career development. Show less

Senior Corporate Actions Specialist - Client Inquiry Response Team

• Dec 2013 - Jul 2015

• Resolved 15-20 client inquires a day. Typical inquiries included explanations of complex Corporate Action events as well as descriptions of Market and BBH Best Procedures.• Identified potential downstream issues in processing of financial market events and coordinated with other product specialists to reduce risk.

Senior Corporate Actions Specialist - Voluntary Notifications

• Mar 2013 - Dec 2013

- Reviewed and approved event notices which went outbound to clients.- Collaborated with client relationship teams to ensure prompt resolution of inquiries.- Managed workflows for a team of 8 members to mitigate operational risk.

Corporate Actions - Voluntary Notifications

• Nov 2010 - Mar 2013

• Investigated complex market events in order to provide our clients with information on Corporate Actions for the securities that they held.• Investigated financial events with external vendors to ensure the delivery of timely and accurate information to our clients.

Sales Associate

• Sep 2010 - Nov 2010

- Called potential customers to provide them with Auto Insurance quotes - Matched clients with the appropriate insurance coverage levels to fit their needs. - Maintained relationships with clients in order to prevent dissatisfaction and limit policy cancellations. - Called potential customers to provide them with Auto Insurance quotes - Matched clients with the appropriate insurance coverage levels to fit their needs. - Maintained relationships with clients in order to prevent dissatisfaction and limit policy cancellations.

Student Services

• Aug 2009 - Sep 2009

- Prepared sections of the student handbook for new and returning students - Organized orientations packets for an incoming class of 400 students - Prepared sections of the student handbook for new and returning students - Organized orientations packets for an incoming class of 400 students