Kevan Lacey
Colorado Springs,CO
Summary
Resourceful and strategic senior level manager with a history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency while maintaining a positive company culture and high quality customer experience. The experience as a leader with has led to the skill to develop and empower newer leaders. Adept at managing concurrent objectives to promote efficiency and influence positive outcomes in line with compliance needs. Organized and motivated individual who is eager to apply hardworking mentality, strategic planning, and operations management skills in various environments.
Overview
11
11
years of professional experience
Work History
Call Center Director
FIS
Colorado Springs, CO
08.2021 - Current
- Spearheads operations for large and small market retirement plans, specifically customer service/contact center portion.
- Monitors relationship between FIS/TRP and Schwab for brokerage services.
- Responsible for partnering with workforce planning and management to project volumes for call center of over 250 associates.
- Optimizes processes without sacrificing customer experience through supervising and coaching 6 supervisors, who each have up to 15 employees across multiple sites.
- Champions relationship between retirement operations and client retention at T. Rowe Price.
- Effectively transitioned operations from TRP to FIS, including compliance training, onboarding into new organization, and developing relationships with new teams.
- Delivered training for staff development, change management and materials, process and technical controls.
- Established performance goals for direct and indirect employees and provided feedback on methods for reaching those milestones.
- Managed internal operational standards and productivity targets for large, high-volume call center in highly regulated financial services industry.
- Measured team performance and reported metrics to leadership team members
Lead Manager & Assistant Vice President
T. Rowe Price
03.2020 - 08.2021
- Created positive team environment that set high standards for performance.
- Completed Leadership Development and LEAN Management courses.
- Analyzed voice of the customer surveys and addressed opportunities within department.
- Developed and oversaw training classes to improve department knowledge for 350 associates.
- Fostered relationship between customer service teams and sales executives, relationship managers, and back-office processing departments.
- Streamlined operations of multiple lines of business within department.
- Spearheaded operations for large and small market retirement plans, specifically customer service/contact center portion, working to improve processes while maintaining a high quality customer experience.
- Effectively transitioned operations from TRP to FIS, including compliance training, onboarding into new organization, and developing relationships with new teams.
College Savings Manager
T. Rowe Price
10.2016 - 03.2020
- Led a team of 14+ associates focused on processing clients' requests and taking inbound calls for 529 college savings accounts.
- Oversaw two specialists who optimized operations via updating training, complex tasks, and process improvement initiatives.
- Took on role of project manager for lean management initiatives spanning multiple departments.
- Led quality, risk management initiatives, and was the department level lead for workforce management.
- Managed complex processing changes and quality review percentage for day-1 results.
- Streamlined success by leading College Savings partnership with third party contractors.
- Partnered with the University of Alaska-Fairbanks, the state of Maryland, and John Hancock with servicing their products.
- Led initiative to influence client adoption of digital capabilities, saving the company approx $40,000 in the first year and subsequent savings each year in the future.
Retail Account Management Supervisor
T. Rowe Price
05.2015 - 10.2016
- Collaborated with team leads to process client requests while balancing risk to client and firm.
- Acted as RAM supervisor lead by supporting department heads to achieve highest level of quality.
- Liaised as member of interview team and holistic performance management team.
- Communicated best practices among on-site and external personnel to align efforts and goals.
- Evaluated existing operations and current market trends to identify necessary improvements and capitalize on changes.
Participant Service Center Supervisor
T. Rowe Price
05.2013 - 05.2015
- Managed and fostered development of cross-functional teams to provide excellent customer service.
- Served as PSC site leads for streamlining risk management and recruiting alongside senior managers, helping to develop & coach employees to compliance standards to minimize regulatory risks and liability across the department.
High Value Sales Senior Associate
T. Rowe Price
10.2012 - 05.2013
- Worked with high-value clients to establish new relationships and provide investment guidance.
- Acted as sales lead for Retail Investment Services & Investment Sales partnership.
- Leveraged prior experience as Senior at RIS to effectively introduce efficiency reporting to management.
Retail Investment Services Associate, Senior Associate
T. Rowe Price
02.2011 - 09.2012
- Started career at T. Rowe Price and quickly moved to senior role.
- Mentored and developed associates as member of leadership development program (EDGE).
- Coordinated rollout of process improvement projects.
- Processed client requests and introduced clients to new products while providing excellent customer service.
Education
BBA - Finance
University of Alaska Fairbanks
Fairbanks, AKSkills
- Teamwork and Collaboration
- Risk Mitigation
- Business Development
- Lean Six Sigma
- Change Management
- Project Management
- Implementation Support
- Ability To Prioritize
- Follow-Up Skills
- Strong Interpersonal Skills
Affiliations
EDGE Leadership Mentor
Community Involvement Team Member
Junior Achievement Lead for 5+ years
Licenses
FINRA Series 7
FINRA Series 66
Timeline
Call Center Director
FIS
08.2021 - Current
Lead Manager & Assistant Vice President
T. Rowe Price
03.2020 - 08.2021
College Savings Manager
T. Rowe Price
10.2016 - 03.2020
Retail Account Management Supervisor
T. Rowe Price
05.2015 - 10.2016
Participant Service Center Supervisor
T. Rowe Price
05.2013 - 05.2015
High Value Sales Senior Associate
T. Rowe Price
10.2012 - 05.2013
Retail Investment Services Associate, Senior Associate
T. Rowe Price
02.2011 - 09.2012
BBA - Finance
University of Alaska Fairbanks
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