Dmitri Segarich

Experience

• 

  Merrill Lynch

  Sept 2005 - Mar 2007

  Assistant Vice President, Direct Division

  Provided managerial oversight for online Call Center in; Daily operationsResponsible for the oversight of a 30 member Merrill Lynch Direct Call Center located in Hopewell and JacksonvilleManaged all call center functionality and day-to-day processing performed by Merrill Lynch Direct service personnelDirected a team of registered and non-registered representatives responsible for supporting the Merrill Lynch online productResponsible for all call center metrics and client service performanceDeveloped new and existing operational functions and seamless client centric workflowsEnsured team compliance with all NYSE, NASD, SEC, and Firm policies and proceduresDelivered ongoing performance and coaching feedback to direct reportsAccountable for profitability and strategyPerformed market research in conjunction with developing new online marketing campaignsAchieved and enhanced overall client experience through the identification of key process and business improvementsPrepared presentations to upper management projecting revenue and cost analysis Project WorkNew Merrill Lynch Online WebsiteAnalyzed client behavior and current business environment in order to determine new online functionalityDeveloped and wrote business requirements needed to build the new online platform according to client specificationsActed as a liaison for our outside consultants and system personnel in order to facilitate ongoing developmentReducing the number of failed online enrollmentsConducted a Six Sigma Green Belt project targeting the reduction of failed enrollments on the Merrill Lynch Direct online applicationUtilized focus groups across all business channels to determine root causes based off of client feedbackPerformed statistical analysis on data receivedDeveloped solutions to be implemented reducing the number of failed enrollments and calls to the service center, as well as increasing client satisfaction Show less

• 

  Merrill Lynch

  Mar 2007 - Jul 2010

  Responsible for managing and driving key initiatives across Client Relationship & Reporting Services and the Advisory DivisionKey projectsClass Action Settlement ServiceDeveloped service that is the first automated service of this kind in the industry. Project eliminated the manual processing a client and Branch personnel would perform upon receiving a paper class action settlement notice in the mail for a security they owned/or still own. Soft savings- $1.7 million (approximately an average of 25 minutes spent of a associate's time to process a Class Action on behalf of a client)Wire Room OnlineProject involved moving all paper wire traffic received at over 600+ Branch offices nationwide online in an effort to reduce hard copy paper expenses as well as ongoing storage chargesHard dollar savings- $1.4 million Show less

  • AVP- Americas Client Relationship Group (ACRG)

    Jul 2009 - Jul 2010

  • Assistant Vice President- Six Sigma

    Mar 2007 - Jul 2009
• 

  TD Bank

  Aug 2010 - May 2011

  Vice President- Business Excellence

  Trusted business partner working with internal customers to help achieve their business goals

• 

  Merrill Lynch

  May 2011 - now

  Perform registration and licensing supervisory duties throughout Global Wealth Management Responsible for proactively communicating and collaborating with internal customers to analyze information needs and functional requirements

  • Supervision & Control

    May 2012 - now

  • Systems Analyst- Client & Account Data Technology

    May 2011 - May 2012
• 

  TIAA

  Jul 2017 - now

  Business Unit Risk and Control Manager- Broker Dealer Oversight at TIAA