Experience

• 

  Cross country group

  Sept 1993 - Nov 1997

  Call center supervisor
• 

  Fidelity investments

  Jun 1998 - now

  • Manage vendor and internal business partner relationships• Oversee the IRS Form 990-T filing process in alignment with regulatory guidelines• Build strategic multi-year plan to implement automation and paper reduction initiatives• Drive business results through business process improvements• 2021 FI Excellence Award Winner • Prepare internal and external tax training curriculum • Coordinate and develop strategy for cross business communication related to tax • Create and facilitate presentations for upper management, business partners and clients• Develop and manage business partner relationships and departmental audit tasks • Coach and develop associates who provide client service and support for PI Retail• Achieve productivity and quality targets that deliver a superior customer service • Manage staffing based on phone/processing volumes to meet service level agreements • Resolve escalated customer issues while mitigating risk to the firm• Quality Lead & Employee Engagement Coordinator • Provide leadership and navigate complex process resolution; provide alternative solutions and resolve escalated customer situations • Manage transfer agent unauthorized re-registration project generating $1M+ into the firm • 2006 Shining Star & Customer First Hero Award

  • Director Tax Project Managment

    Mar 2022 - now

  • Sr. Director, Tax Services 990-T

    Nov 2018 - now

  • Director, Tax Communication

    Aug 2014 - Nov 2018

  • Manager/Director Tax Operations

    Jun 2010 - Aug 2018

  • Client Services Team Leader

    Sept 2003 - Aug 2010

  • Full Trader - Personal Investing

    Jun 1998 - Sept 2003
• 

  Jaec's cafe

  Jan 2004 - Feb 2009

  Assistant manager