Jim Burmester

Experience

• 

  Vanguard

  Mar 2003 - Oct 2020

  Customer Service Supervisor

  Held various Supervisory roles including leading a team of writers that responded to participant emails and complaints, Life Events associates that handled the beneficiary and QDRO concierge, and onboarding a large number of contractors to the contact center at Vanguard in the Institutional division.

• 

  Infosys BPM

  Oct 2020 - now

  Resource Center Manager

  Manage team of associates who primarily respond to participant emails through Vanguard.com and handle all written complaints and correspondence requests.Provide oversight for offshore Email response team, conduct audits, review and approve all written complaint responses. Provide support to Vanguard and Infosys associates and management for multiple databases used by the Participant Services Department.