JOSEPH SMITH

Qualifications:

Professional Experience:

Vice President - Service Center

• Responsible for all Service Center areas including Shareholder and Advisor Telephones, Dealer Priority, Problem Resolution, Correspondence, Retirement Specialist / Transfer of Assets, Training, and Forecasting / Scheduling departments.
• Achieved top three ranking in Dalbar for first five months of 2000.
• Increased phone productivity by 40% in three months.
• Member of five person steering committee which commenced redesigning Service Center into a team based, value segmented organization.
• Developed ABC's first Career Pathing / Pay for Performance program.
• Developed six formalized training programs to support our Career Pathing program.
• Redesigned Service Center's Associate bonus program.
• Created and implemented the Dedicated Services Line, a segmented approach to delivering a higher level of service to our top producing Financial Professionals.
• Redesigned Correspondence Department to a more pro-active marketing / sales focused team.
• Enhanced Customer Resolution and Transfer of Asset departments by redesigning reporting, contingency planning and outbound calling to proactively resolve items faster.
• Evaluated and began implementation of a new Voice Response Unit.
• Managed Inside Wholesaler Department. Succeeded in increasing daily dials by 30%.

• Managed in-bound Retail Sales group: three sites, eighty-five employees.
• Managed Retail Outbound Retail Sales group: two sites, twelve employees.
• Responsible for all business aspects: hiring, budget, and strategic direction.
• Rated #1 with a perfect score in customer service survey by Smart Money magazine (9/'98).
• Increased sales conversation rate from 18% to 32% over twelve month period.
• Increased Customer Satisfaction rate from 92% to 99% over twelve month period.
• Developed, trained and implemented Investor Information's 1999 Retirement Sales Strategy which yielded an increase of 300% in average initial account size.
• Designed, proposed and implemented Investor Information's first incentive compensation plan.
• Redesigned Outbound group's incentive compensation plan that yielded a 100% increase in sales.
• Facilitated telecommunications upgrade to Expert Agent as well as managing optimal use of this technology to increase efficiency of call center.

• Managed all in-bound phones: Investor Information, Preferred Investor Services, AARP Prospect Inquiry, Closed End Funds, Special Services.
• Managed relationship with American Association of Retired Persons membership organization as well as implemented retirement campaign for AARP Sales Representatives.
• Successfully transitioned DEF Financial Services Customer Service phone unit to AARP Sales unit. This included meeting all AARP expectations for sales delivery.
• Developed DEF Financial Services Brokerage sales capability with DEF Financial Services Investor Information. Worked closely with Compliance Department to ensure all legal / registration issues were resolved.
• Reduced auxiliary time by 33%.
• Developed and implemented first Rewards and Recognition Program, Above and Beyond the Call.

• Original member of team designed to manage all call traffic to four call centers.
• Evaluated and selected all start up telecommunications technology.
• Managed all contingency, escalation and reporting procedures. This included coordinating all weather emergencies between four call centers.
• Developed call allocation strategy for each business unit.
• Telecommunications / Desktop technology.
• Initiated first weekly / monthly planning meetings between sites for all business groups

Tennis Teaching Professional

• Boston College, Bachelor of Science in Psychology, 1986
• Masters Program in Counseling Psychology, Framingham State College, 1989-1990
• NASD Series 7, 26, 63 and 65 registered