Sherwin Kao

Experience

• 

  Vanguard

  Jul 2006 - Jan 2020

  Facilitate consultative working engagements with both front and back office teams to support and fund waste reduction proposals by partnering and collaborating with cross functional teams involving IT, legal, risk, and compliance for Vanguard's Retail division. Additionally, conducted feature testing to ensure software enhancements meet business expectations. Facilitate collaborative working sessions with project team members to define and enforce objectives, scope, and accountability to execute business transformation projects and department initiatives for Client Services and Operations. Developed and maintained positive relations with key internal business partners and Flagship Service leadership to maintain smooth business operations while initiating an enterprise-wide technology upgrade. Created and executed weekly operational strategies impacting 600+ associates servicing high-net worth ($1MM+) and ultra-high-net worth ($10MM+) clients. Led and coached both peers and interns in contact center operations methodologies. Workforce management for Service Recovery and Integrated Client Services departments. Responsible for advising senior leaders and department head of weekly tactical operational needs while executing on agreed upon strategies. Consult with front and back office contact center operations to allocate available flex workforce between the two groups. Balanced front office responsibilities of offering exceptional client service with back office processing functions. Assisted clients with mutual fund and account information, investment guidance, and knowledge-based identity verification. Guided and educated clients to achieve short and long-term investment objectives, which included weathering the last recession. Serviced most retail account types such as UGMA/UTMA and small business retirement plans. Secondarily, trained and coached new employees on Vanguard’s systems and investment philosophy.

  • Business Project Coordinator

    Jul 2019 - Jan 2020

  • Business Project Coordinator

    Feb 2017 - Jul 2019

  • Contact Center Operations Associate - Flagship Services

    Jan 2015 - Feb 2017

  • Contact Center Operations Associate - Integrated Client Services and Service Recovery

    Jun 2013 - Jan 2015

  • Communications Associate

    Sept 2009 - Jun 2013

  • Client Relationship Associate

    Jul 2006 - Sept 2009
• 

  NTT DATA Services

  Jan 2020 - now

  Lead cross-functional teams to launch new products, projects, and process improvement initiatives with clients while also leading internal practice and business development initiatives. Collaborate with clients to solve business problems through intelligent automation in order to scale and realize value from existing and future technological innovations. Leverage financial services PMO, process design, and contact center operations experiences to drive business value and results for our clients.

  • Industry Consulting Manager

    Jul 2023 - now

  • Data & Analytics Consulting Manager

    Sept 2021 - Jul 2023

  • Data & Analytics Principal Consultant

    Jan 2020 - Sept 2021