Accomplished Client Experience Executive with over 31 years of Experience. Led large Call Centers through sales & service transformations with responsibilities encompassing Service Delivery, Sales Solutions, process re-engineering, marketing and CRM technology. Passionate about designing targeted client operating service models that focus on both the associate / client experience and leading businesses to achieve world class service standards.
Hi, I’m
Russell Pandolfo
Brooklyn,NY
Summary
Overview
31
years of professional experience
Work History
Fidelity Investments
Head of Service and Client Management for Clearing
07.2017 - 08.2021
Job overview
- Led Call Center Service Support For Clearing and Bank Segments.
- Quality Assurance & Excellence leader - ranked number one - Gartner
- Led VOC and NPS Programs
- Strategy & Service Redesign
- Authored WFH Telephony and Guidelines for CE Associates.
- Forged and nurtured impactful relationships with customers to cultivate loyalty.
- Implemented HR programs to drive Associate Engagement and Retention
- Introduced New Svc Models effectively improving Client Retention & Loyalty winning industry recognition
Fidelity Investments
Client Service & Support Leader
07.2007 - 07.2017
Job overview
- Co led a team for Service transformation on Service which led to the Creation of Client Experience Division.
- One of Four Service Leads in CSS and had responsibility for Call Center Support in Trading & MM functions for Clearing, Custody & Retail Clients across NJ, Covington & Westlake.
- Mentored departmental team, boosting efficiency, success and morale among employees.
- Encouraged creative thinking, problem solving, and empowerment as part of facility management group to improve morale and teamwork.
- Established performance and service goals and held associates accountable for individual performance.
Fidelity Investments
Vice President of Tresury Operations
01.2005 - 07.2007
Job overview
- Had responsibilities for all Cashiering Functions, Debit Card Fraud and Signature Review for Checks for all Fidelity BU’s.
- Implemented key performance indicators (KPI) to track, measure, and analyze effectiveness of operations and employee productivity.
Prudential Securities
First Vice President
06.1990 - 12.2004
Job overview
- Led COMMAND Account Program Call Center Operations for Affluent Client segment which included marketing, Technology, Service & Ops
- Created the CRM Platform and Strategy for Prudential Enterprise.
- Named as a member of M & A team which led to sale od Prudential Securities to Wachovia.
- Spearheaded cross-functional initiatives across departments to achieve business goals for bottom-line profits.
- Identified opportunities to improve business process flows and overall departmental productivity.
- Managed company budget by designing complex financial model to track and validate expenses.
- Identified and solved issues with production, workforce and material sourcing to drive business objectives.
Education
Pace UniversityNew York, NY
BBA from Finance
05.1990
University Overview
Skills
Executive Call Center Leadership
Mentoring & Team Building
Client Experience publications for Financial Services
Client Experience Public Speaker (Argyle & SIFMA)
Multi Million dollar P & L Management
VOC and NPS Programs
Call Center Retention program
Telephony & CRM Technology Leader
Saas, Cloud Technologies
AI and Data Analytics
Accomplishments
Accomplishments
- Series 7 & 24
- Trustee & Graduate of SII (SIFMA) Wharton Program
- Microsoft Windows World Open 1990 – CRM PRUSERV
- Business Value Award – Prudential
- Presidents Award – Prudential
- OSG Leadership Award – Fidelity
- Publications - Creating Value in Financial Services (Stern School NYU)
- Best in Biz Award - support department of the year
- Stevie Award - Call Center
Timeline
Head of Service and Client Management for Clearing
Fidelity Investments
07.2017 - 08.2021
Client Service & Support Leader
Fidelity Investments
07.2007 - 07.2017
Vice President of Tresury Operations
Fidelity Investments
01.2005 - 07.2007
First Vice President
Prudential Securities
06.1990 - 12.2004
Pace University
BBA from Finance
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