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Resume for John Wilkinson

John M. Wilkinson

50 Howe Street                              (978) 688-4741                                                                                 Methuen, MA   01844                     [email protected]                                                                                                                                           

 

SUMMARY OF QUALIFICATIONS

Experienced Operations Manager with strong achievement in project management, process improvement, data management, customer service and staff development skills.  Excellent communication and interpersonal effectiveness.  Successful in working with a variety of departments, global service providers, auditors and regulatory bodies.

 

TECHNICAL SKILLS

MICROSOFT OFFICE APPLICATION  PROJECT MANAGEMENT EMPLOYEE RETENTION

MUTUAL FUND ACCOUNTING                 BANK RECONCILIATION STAFF TRAINING &DEVELOPMENT

CONFLICT RESOLUTION SALES MANAGEMENT CALL CENTER MANAGEMENT

MULTICURRENCY SYSTEMS         CUSTOMER SERVICE INVENTORY MANAGEMENT

PRESENTATION SKILLS SYSTEMS CONVERSIONS PROCESS PLANNING &  IMPROVEMENT

MULTI-LEVEL COMMUNICATION FINANCIAL SERVICES EXPERIENCE 401K PROCESSING KNOWLEDGE

 

 ACCOMPLISHMENTS 

  • § Successfully managed the offshore migration of 25% of the 401k Research and Resolution Departments adjustment processing responsibilities to India resulting in significant organizational cost cutting.
  • § Implemented start up operations department for Baybank’s entrance into the Mutual Fund market where assets increased to over 1.25 billion dollars after one year.
    • § Implemented Operational efficiencies that increased Retail Branch profitability by 13% in 2009.
    • § Executed solutions that processed over 3000 Health Care claims daily through quality screening, problem resolution and reject streamlining to ensure more timely client funding.
    • § Established procedures for "E-Trade" operational processing for account opening and trade execution of investments.
    • § Implemented several associate recognition programs designed for improved moral and retention which resulted in 26% reduction in departmental turnover. 
    • § Successfully managed the relocation of the Putnam Investments Fund Accounting department from Braintree MA to Andover MA.       

EXPERIENCE

J P Morgan Chases – Client Service Advisor I (Contractor)                                                          2016 - Present

Provides telephone support to Merchants and Clients and performs account analysis and problem resolution using various systems/applications, analytical and critical thinking skills and personal level of service.

 

Dynamic Introductions – Events And Marketing Manager                                                            2015 - Present

Manage Office for  Marketing  of  professional  singles organization.

 

By Appointment Only – Team Manager                                                                                          2014 - 2015

Manage staff of Business Development Reps making outbound sales appointments.

 

Alliance Imaging - Call Center Manager (Contractor)                                                                       2012 - 2013

Oversaw handling of all incoming and outgoing calls related to the scheduling of medical imaging scans.

 

Bank of America - Branch Manager                                                                                                2011-2012

Managed branch associates on customer service, regulatory compliance, cash reconciliation and sales within a professional environment.

 

Beacon Health Strategies - Claims Manager (Contrac                                                                    2009 - 2010

Managed staff of claims processors and customer service associates on the timely processing of Health Care claims.

 

Patterson Dental - Operations                                                                                                   2008 - 2009

Supervised branch operation designed on the sales, service, installation of Dental equipment and goods.

 

Bonin Appraisal Services - Business Manager/Appr                                                                     2005 - 2007

Effectively managed the marketing, research and formulation of single family real estate market appraisals.

 

Fidelity Investments - Research and Resolution Manager                                                             2005

Managed staff of 4 supervisors and 25 associate level clerks in the research and resolution of processing errors found in customers’ defined contribution investments.

FT Interactive Data -Data Production Manager                                                                               2000-2004

Supervised a 24/7 operation overseeing the data capture and validation of global financial data.

 

  EDUCATION

Associates Degree Business Management -Quincy College, Quincy MA.

 

 Professional Development

Management related training and development seminars:

  • Communication with Diplomacy and Professionalism
  • Addressing Unacceptable Behavior Effectively