Jesse Rodrique
Vice President
Leicester,MA
Summary
A talented Vice President with the ability to succeed with detailed focus on result driven client experiences through exceptional employee development.
Proven track record in developing strong teams with solid fundamentals that lead to enhanced process workflows.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Vice President/Manager Call Center
BNY Mellon
01.2022 - Current
- Operations management and client services for multiple high-profile clients specializing in 529, mutual funds, pension plans and data cleaning.
- Developed, maintained and oversaw process workflow, quality control and client process improvements.
- Responsible for executing client fund events such as online portal mailings, age-based migrations and funds that open, close and merge.
- Fostered relationships with external vendors to improve client experience by implementing new technology and automation while working within our budget requirements.
- Maintained key performance indicators to ensure client service level agreements were being achieved.
- Supervised team management and team members for career development opportunities.
Section Manager/Assistant Manager
BNY Mellon
01.2015 - 01.2021
- Created a 529 Trade Desk team for all five 529 clients within the Transfer Agency.
- Acted as a project manager by taking inventory of all Daily/monthly reports, prioritizing client deliverables, ensuring accurate and complete procedures were developed and maintained for all reports.
- Ensured team member’s best customer service practices based on client’s service level agreements.
- Responsible for the maintaining and creating all SharePoint data bases with client specific rules used by multiple teams on each call.
- Created an online support team of 20 agents to specifically service any troubleshooting for our online portals.
- Billing Transformation Project to support multiple moves to internal systems.
- Created and maintained proper billing procedures, the delivery of invoices and the tracking of payments.
- Trained over 50+ employees to learn the trade QC process and help during out busy seasons
- Trained over 300 agents to call out and meet service levels for our Phones Call Out Team from 2015-2019
Manager
BNY Mellon
01.2012 - 01.2015
- Responsible for the management of daily operations for multiple high-profile clients in the mutual fund and 529 sectors.
- Managed client expectations and proactively presented solutions to their needs.
- Collaborated with our 529 clients on technology enhancements and overall workflows.
Senior Internal Wholesaler
BNY Mellon
01.2006 - 01.2012
Sales Associate/Internal Wholesaler
PFPC
01.2004 - 01.2006
Proxy Manager/Sales Associate
PFPC
01.2002 - 01.2004
Senior Service Associate
PFPC
01.1999 - 01.2002
Education
Bachelor of Arts - Commercial Illustration
University of Massachusetts
Dartmouth, MASkills
- Customer Relations
- Process improvement
- Staff development
- Large team onboarding
- Process Improvement
- Team leadership
- Relationship building
- Coaching and mentoring
- Client relationship building
- Results-driven
- Operations management
- Customer service
Accomplishments
- Achieved the DALBAR award by completing 15 out of the last 17 years in the top 5 with accuracy and efficiency.
- Developed a customer service presentation style designed to enhance the greater overall experience of the client.
- Created trade cleaning team for accurate commission payments.
- Managed and successfully passed 25+ proxy projects.
- Interviewed, hired, onboarded and trained over 1,400 employees.
Certification
- FINRA Series 6 License (00-12)
- FINRA Series 63 License (02-12)
Community Service
Event Coordinator, Golf tournament to benefit the American Diabetes Association, 1998, Event Coordinator, Golf tournament to benefit the American Cancer Society, 2004 – 2014, Event Coordinator, Mark Matieko Memorial Golf tournament, 2015, Participant, Relay for Life, American Cancer Society, 2004 – 2020, Softball Head Coach and Board Member, Leicester Girls Softball, 2013 – present, Softball Clinic coordinator and Head Coach 2013- Present, Event Coordinator for Foxwoods trip to benefit Leicester Girl’s Softball 2017-Present
Timeline
Vice President/Manager Call Center
BNY Mellon
01.2022 - Current
Section Manager/Assistant Manager
BNY Mellon
01.2015 - 01.2021
Manager
BNY Mellon
01.2012 - 01.2015
Senior Internal Wholesaler
BNY Mellon
01.2006 - 01.2012
Sales Associate/Internal Wholesaler
PFPC
01.2004 - 01.2006
Proxy Manager/Sales Associate
PFPC
01.2002 - 01.2004
Senior Service Associate
PFPC
01.1999 - 01.2002
Bachelor of Arts - Commercial Illustration
University of Massachusetts