Timothy Scanlan
Eagleville,PA
Summary
Experienced and dedicated financial services professional with extensive management experience in the mutual fund industry. Dynamic leader with positive demeanor and proven skills in establishing rapport with clients. Motivated to build customer satisfaction and contribute to company success. Specialize in Call Center key performance indicators and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
26
26
years of professional experience
Work History
Manager, Call Center
BNY Mellon
Wilmington, DE
07.2011 - Current
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Managed Call Center and Trade QC teams of 15-20 associates.
- Compiled status and performance reports for team leaders to address company strengths and weaknesses.
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Managed onboarding process for new employees with training and new hire documentation.
- Developed and maintained key relationships with clients and suppliers.
- Performed statistical analyses to gather data for operational and forecast team needs.
Service Center Manager
Delaware Funds By Macquarie
Philadelphia, PA
05.2007 - 07.2011
- Recruited and developed employees for mutual fund Service Center department.
- Supervised staff of 30 personnel by implementing company policies, protocols, work rules and disciplinary action.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Reviewed established policies and procedures to take on leadership positions, motivate employees and facilitate smooth Call Center operations.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Identified opportunities and found solutions for continuous improvement.
Service Center Supervisor
Delaware Funds By Macquarie
Philadelphia, PA
06.1998 - 05.2007
- Supervised team of 10-12 Call Center associates
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Established and oversaw performance targets for call center associates.
- Developed quality employees within call center to take over leadership positions.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Collaborated with training team to boost product support and certification training initiatives.
- Trained team members on performance metrics and consumer behavior identification.
Service Consultant
Delaware Investments
Philadelphia, PA
07.1996 - 06.1998
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Handled 40-50 inbound calls daily from investors and financial professionals
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Assisted customers by answering questions and responding to inquiries.
- Responded to customer requests for products, services and company information.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
Education
Bachelor of Arts - Economics
Dickinson College
Carlisle, PA05.1995
Skills
- Multitasking and Prioritization
- Strong Analytical and Problem Solving Skills
- Regulatory Compliance
- Call Volume and Quality Metrics
- Inter-Department Collaboration
- Establishing and Maintaining Customer Relationships
- Work Planning and Prioritization
Timeline
Manager, Call Center
BNY Mellon
07.2011 - Current
Service Center Manager
Delaware Funds By Macquarie
05.2007 - 07.2011
Service Center Supervisor
Delaware Funds By Macquarie
06.1998 - 05.2007
Service Consultant
Delaware Investments
07.1996 - 06.1998
Bachelor of Arts - Economics
Dickinson College
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