Morgan Pashley 2/9/2015
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Morgan Pashley
20 Turner Street
Lake Pleasant, MA 01347
Phone: (413) 367-3060
E-mail: morgan.pashley@gmail.com
CAREER OBJECTIVE: To utilize my diverse skill set in a position that challenges me and offers the
opportunity for professional and personal growth.
WORK EXPERIENCE:
Citi Global Transaction Services, New Castle, DE (FT Remote from MA)
Sr. Quality Analyst (07/2012 – Present)
 Create marketing materials and site communications
 Manage content and administration of Knowledge Manage System
 Manage projects to enhance phone center processes, effectiveness and
profitability
 Develop and deliver product, systems and soft skill training to service and
operations representatives
 Create and refine metrics reporting
 Report weekly, monthly, quarterly and yearly metrics for all service teams
 Analyze and write standard operating procedures
 Diffuse client escalations and retain customer loyalty
 Review and score phone interactions between service representatives and
customers
 Coach service representatives to improve performance
 Identify opportunities for process improvement and implement changes
Citi Global Transaction Services, New Castle, DE
Senior Specialist (01/2012 – 07/2012)
 Manage projects to enhance phone center processes, effectiveness and
profitability
 Train team about new products and procedures
 Create daily reports, cross-reference metrics and monitor statistical
performance of team members
 Identify opportunities for process improvement and implement changes
 Analyze and write standard operating procedures
 Serve as dedicated contact for four highly sensitive, critical “Platinum” clients
 Diffuse client escalations and retain customer loyalty
 Review phone interactions between service representatives and customers
 Coach team members to improve performance
 Act as nightly manager for phone center (all teams including my own) twice
monthly
 Back up other Section Manager duties as needed
Client Service Officer (12/2008 – 12/2011)
 Build and maintain relationships with high profile and sensitive corporate
clients, including two “Platinum” level customers
 Manage a book of fourteen clients directly, and serve as back up for other
Service Officers as necessary
 Oversee and aid international transactions (foreign exchanges, wires, ACHs
and checks)
 Assist customers with daily Controlled Disbursements activity, including
questions regarding reconcilement, funding, fraud activity, file transmission,
and technical issues
 Monitor accounts for overdrafts, file transmission issues, pending/held wires,
and other outstanding investigations to ensure quick and effective handling
 Address client concerns, diffuse elevated situations and escalate to upper

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management as needed
 Identify opportunities to cross-sell and/or consolidate customer services and
refer customers to sales team as needed
 Train customers to use online and software tools, including international
foreign currency product “Worldlink”
 Pursue constant learning and training to increase knowledge base and
increase performance
 Identify opportunities and make suggestions to enhance customer service
 Process select customer requests, including stop pays and temporary
Daylight Overdraft Line (credit) increases
Allianz Life, Berwyn, PA
Operations Manager / Specialist (09/2007 - 06/2008)
 Directly manage team of four Customer Service Representatives (CSRs);
back up manager for up to sixteen CSRs depending on business need
 Manage service levels/performance of phone center as a whole (including
tracking employee scheduled adherence and monitoring employee phone
calls for style and accuracy) to ensure effective performance management
 Enable smooth transitioning of company operations to new a location in
Minneapolis, Minnesota
 Handle issues, returned work items, review and delivery of financial
transaction reports and feedback for phone center team (CSRs) in MN
 Delegate responsibility and work to CSRs
 Project development and implementation, as needed
 Conduct 1:1 feedback meetings (performance management)
 Lead team of Subject Matter Experts, oversee dedicated coaching resource
line (“Mentor Line”), and train new resource employees (including
development of training classes/materials for new hires)
 Verify and approve timecards for direct and indirect reports
 Handle elevated calls with finesse to mitigate reputation damage
 Back up Research Department and Problem Resolution Team, as needed
 Train replacements for former job functions
Specialist (01/2007 - 09/2007)
 Work as member of Research department, Problem Resolution Team and as
assistant to Phone Center management team
 Be available to the “Mentor Line” consistently throughout workday
 Create and implement procedures for business transactions for new alternate
phone center based in Minnesota
 Handle issues, returned work items, review and delivery of financial
transaction reports and feedback for CSRs in Minnesota
 Audit calls and coach CSRs to improve call and work quality
 Manage the Application Amendment Project and the Old to New Application
Compliance Project
Customer Service Rep Specialist (Senior CSR) (04/2006 - 01/2007)
 Monitor calls and coach junior CSRs to improve performance
 Manage the Application Amendment Project and the Old to New App
Compliance Project
 Develop and work as member of Problem Resolution Team
 Process Stop Pay/Reissues and annuitization quotes
 Answer 50 – 100 calls daily, primarily Presidents’ Club and Chairmans’ Club
member calls (large producers)
Customer Service Representative (11/2004 - 04/2006)
 Answer 50 – 100 calls daily
 Process time-sensitive financial transactions with speed and accuracy
 Explain complex product and procedural information to internal staff and
external customers
 Provide strong retention effort for any possible outgoing business

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Steinbach Veterinary, Blue Bell, PA
Evening Manager, Front Desk (02/2002 - 11/2004)
 Manage evening receptionist staff
 Oversee financial transactions, including securing money in safe, checking
receipts, processing bills, collecting money due and processing batch reports
 Schedule appointments for five departments
 Organize and manage patient filing system, including the task of transferring
all 10,000+ files to an updated patient tracking system
 Greet and check in patients/clients, answer incoming phone calls and
respond to minor medical questions
Nathan King Design, Brooklyn, NY
Copyeditor/Copywriter (01/2001 - 01/2005)
 Increase appeal of product/service through examined composition
 Provide suggestions for format and theme to enhance impact
 Create original text for brochures and websites based on customer input
 Edit spelling, grammar and formatting of pre-existing text
EDUCATION: Bachelors of Arts Degree – English (08/1999 - 05/2003)
St. Joseph’s University, Philadelphia, PA
Series 6 License (04/2006 – 04/2010)
(Sponsored by Questar Capital Corp.)
REFERENCES: Available upon request