Christopher Hayes
Worcester,MA
Summary
Experienced Learning and Development and Customer Service professional with a passion for helping others, both customers and employees. Constantly improving both the customer and employee experiences will increase customer satisfaction and employee engagement.
Overview
26
26
years of professional experience
Work History
Learning and Development Manager
Parametric Portfolio Associates
Seattle, Washington
06.2022 - 08.2023
- Assessed and addressed learning and development needs for Parametric offices across Seattle, Minneapolis, Boston, Atlanta, New York, and Westport, Connecticut.
- Developed and facilitated a biannual New Hire Training Program for a group of 8-10 employees hired into junior-level support roles.
- Designed and delivered weekly New Hire Onboarding/Orientation sessions, enhancing integration of new employees into the organization.
- Developed and facilitated training sessions on productivity, time management, OKRs, project management, Myers-Briggs, and financial industry fundamentals.
- Partnered with HR team to create and conduct employee engagement sessions aimed at identifying and enhancing employee experience.
- Tracked and maintained attendance records for required trainings in compliance with industry standards.
AVP, Corporate Trainer
Eaton Vance Management
Boston, Massachusetts
11.2017 - 06.2022
- Partnered with the Learning and Development Director to develop and facilitate a biannual, six-week intensive New Hire Training Program for Customer Service Representatives. Topics included customer service, industry fundamentals, and products and services. Participants were required to pass a final exam to complete the program successfully.
- Facilitated learning and development programs across disciplines, including industry fundamentals, The 5 Choices to Extraordinary Productivity (FranklinCovey), project management, and simulations (Harvard Business Impact) to enhance team effectiveness.
- Collaborated with vendors to assess and fulfill training needs across the organization.
- Managed pre-boarding and onboarding processes for Boston-based hires to ensure smooth integration into the company.
Training Coordinator/Specialist
Eaton Vance Management
Boston, Massachusetts
05.2011 - 11.2017
- Coordinated logistics for training sessions and workshops, ensuring smooth execution across multiple locations.
- Managed scheduling and communication for internal training events and seminars through an internal SharePoint site.
- Worked with team leaders to develop practical solutions for training needs.
- Created post-training surveys to collect employee feedback and improve future offerings.
- Maintained records of training participation and compliance across the organization.
Operations Specialist
Eaton Vance Management
Boston, Massachusetts
09.2006 - 05.2011
- Facilitated operational requests for traders, portfolio managers, and analysts, ensuring accurate portfolio reconciliation, trade entry, and trade settlement.
- Provided technical support for trading platforms to traders, portfolio managers, and analysts.
- Collaborated with custodians and brokers to ensure portfolio accuracy through diligent verification processes.
- Coordinated with transfer agents to promptly resolve trade and portfolio discrepancies, enhancing overall operational integrity.
- Collaborated with investment teams to improve support processes for the group.
Mutual Fund Services Supervisor
Eaton Vance Management
Boston, Massachusetts
03.2005 - 09.2006
- Handled escalated calls from clients to resolve complex issues.
- Partnered with transfer agents to resolve escalated service issues.
- Reviewed and approved exception requests, facilitating resolution of qualifying cases up to $10,000.
- Coached call center representatives on quality expectations, enhancing service standards and client satisfaction.
- Assisted team leaders in managing high-volume inbound call center, ensuring optimal service delivery.
- Assisted in developing training content.
- Handled inbound calls as needed to maintain service level department standards.
Mutual Fund Services Representative
Eaton Vance Management
Boston, Massachusetts
11.2003 - 03.2005
- Delivered exceptional customer service via telephone to shareholders and financial advisors addressing operational inquiries and enhancing client satisfaction.
- Processed financial transactions with a $100,000 limit for shareholders and financial advisors.
- Engaged in ongoing training initiatives to enhance call scores and improve service quality.
- Completed six-week New Hire Training Program to gain in-depth knowledge of the Mutual Fund industry from organizational experts.
Customer Service Associate
Star Market
Waltham, Massachusetts
07.1997 - 10.2003
- Provided outstanding customer service to customers in a front-end role, including cashiering and packing groceries.
- Handled diverse customer inquiries at customer service center: answering phones, check cashing, lottery sales, Western Union transactions, money order processing, product returns, and general assistance.
- Managed the front-end service team by scheduling breaks and resolving escalated issues.
- Performed cash office duties including till reconciliation, bank deposit preparation, coin and bill ordering, daily activity reporting, and vendor coordination with banks and lottery agents.
Education
Bachelor of Arts - Spanish
College of The Holy Cross
Worcester, Massachusetts05-2003
Skills
- Training development
- Employee onboarding
- Training needs assessment
- Team leadership and engagement
- Employee coaching
- Communication strategies
- Adaptability and flexibility
Accomplishments
- Cashier of the Year 1999 - Star Market
Timeline
Learning and Development Manager
Parametric Portfolio Associates
06.2022 - 08.2023
AVP, Corporate Trainer
Eaton Vance Management
11.2017 - 06.2022
Training Coordinator/Specialist
Eaton Vance Management
05.2011 - 11.2017
Operations Specialist
Eaton Vance Management
09.2006 - 05.2011
Mutual Fund Services Supervisor
Eaton Vance Management
03.2005 - 09.2006
Mutual Fund Services Representative
Eaton Vance Management
11.2003 - 03.2005
Customer Service Associate
Star Market
07.1997 - 10.2003
Bachelor of Arts - Spanish
College of The Holy Cross