J Mantoani Resume

619-867-7898 Cell [email protected]

Jeffrey Mantoani Objective

To obtain a senior leadership position in contact center management or client service related operations.

Summary of qualifications

Organizational leader with over ten years of management experience in contact center and service related operations, primarily within the brokerage industry. Expertise in strategic business planning, resource management, cross-functional team leadership and call center metrics and analysis.

Professional experience

LPL FINANCIAL

San Diego, CA

2005 - Present

Vice President, Service Center 2007 - Present

Supervised daily operations of Service Center for nation’s largest independent broker/dealer, providing service to customer base of over 11,000 financial advisors. Managed team of over 100 service agents and fifteen managers, fielding 110,000+ calls per month. Responsible for service, technical support and training divisions. • Increased agent productivity, and reduced cost per call by leading the timely development and delivery of new training content • Raised staffing levels and lowered attrition through active supervision of all hiring and personnel decisions • Improved customer service ratings by creating internal call quality control department to ensure consistent service interactions • Successfully managed cost controls of an $11M budget; handled tasks related to budget preparation and oversight • Consistently achieved monthly service level goals through effective workforce management • Decreased operating costs and improved call efficiency by redesigning Aspect phone system call routing and multi queue environment • Reduced firm exposure to market risk by implementing new call guidelines and procedures • Chosen to lead organization-wide vice president peer council

Director, Assistant Vice President, Service Center 2005 –2007

Supervised daily operations of three Service Center teams in two separate national sites, including brokerage, advisory and compliance services. Responsible for team performance, resource management and reporting metrics to senior management. • Launched new compliance services inbound call center team, developed policies and procedures • Improved business continuity and redundancy by assisting in the opening of new North Carolina call center site • Established dedicated Service Center training team to increase agent efficiency and knowledge • Designed and developed 12-week training curriculum for local college graduates • Managed rapid growth of call center team by nearly 200% over three-year period

TD WATERHOUSE/JACK WHITE CO. San Diego, CA

1997-2005

Group Manager, Premier Services 2003 – 2005

Supervised call center team of twenty brokers and two supervisors, providing service delivery to high end client base. • Achieved 15% increase in associate satisfaction rating • Monitored and managed staffing model according to business levels and call volume • Coached, motivated, and developed associates towards career and life goals • Established annual performance objectives and action plans to align with organizational goals • Built team manager benchmark model to establish performance standards for call center supervisors Relationship Manager, Private Client Services 2001 – 2003

Managed the business needs and relationships for elite TD Waterhouse customers. Worked closely with investment consultants, branch managers, and call center managers to retain and grow the business of the top one-half of one percent of clients by profitability. • Two time recipient of Quarterly Achievement Award • Developed business model and procedures for inaugural team • Reduced trade errors through implementation of large trade approval procedures • Effectively managed high risk scenarios in regard to securities transactions Other TD WATERHOUSE Positions Held: Assistant Manager, Brokerage Services 2000 – 2001 Supervised and supported a customer service staff of 75 brokers. Provided coaching and continuous training of products and customer service skills. Assistant Manager/First Broker, Risk Management 1998 – 2000 Supervised and supported a staff of over twenty margin associates. Effectively managed risk in high-risk situations in regard to margin calls, regulatory issues, and equity concerns. Broker, Brokerage Services 1997 – 1998 Insured proper placement of securities transactions, including stocks, mutual funds, and options. Licenses and Certifications

Education and Training

FINRA General Securities Representative License – Series 7 FINRA Uniform Securities Agent – State Law License– Series 63 FINRA Securities Supervisor License – Series 8 FINRA Registered Options Principal License - Series 4 FINRA Uniform Combined State Law License - Series 66 California State University Sacramento, CA – Communications Professional coursework – Completed over twenty corporate training courses including: Delivering Value Driven Service, Delivering Exceptional Customer Service, Quality Service Skills, Coaching for Success, Effective Supervision, Coaching the Sale and others.

 References available upon request