Linda Saginario

North Babylon, New York 11704 lsaginar@gmail.com Tel: 631-321-7754 Cell: 631-741-3043

Summary
A detail oriented Client Services Management professional who consistently exceeds service delivery client expectations in Technical, Financial and Industrial environments. Deep knowledge and understanding of all aspects of customer service Business Process outsourcing improvements and Human Resources management. Displays excellent leadership and project management skills in a fast paced high environment. Highly motivated and creative in implementing programs to initiate feedback and strategic direction for clients.

Areas of Expertise
Client Relationship Management Team Management Talent Development Conflict Resolution

Accomplishments
Consistently increased customer satisfactions ratings index from 90% to 95% for very good or better ratings for three consecutive years Achieved a 25% or better reduction in controllable expenses for two consecutive years FY 2010-1012 Spearheaded the establishment of a work flow management system to be the first inquiry tracking mechanism used by service teams throughout client services. This enhanced turnaround times for service delivery and customer satisfaction. Held the title of Top Department for two consecutive years FY 2010 -2012. Created and implemented the first internal customer associate user guide as a training mechanism for associate training which facilitated the One Stop Shopping concept. Analyzed and recommended process improvements to allow associates to provide a higher level of service to clients. Coached, counseled and mentored associates with implementation of individual development plans for career growth.

Work Experience
Manager Customer Service / Administrative Sales Henry Schein ProRepair Division, Plainview, NY (July 2012 Present)
Responsible for the management and support of the ProRepair medical, dental and veterinary clients. Managed the daily activities of the client service team and support staff. Managed the administrative functions of the telesales team daily activities Analyzed and streamlined operations of daily functions to obtain productivity efficiencies and improved service.

Senior Manager Client Services Institutions Broadridge Financial Solutions, INC, Edgewood, New York (Nov-2005 2012)

Responsible for the management and support of the ProxyEdge product and its institutional clients. Managed the daily activities for 2,000+ clients, client service team and support staff. Responsible for the project administration of a variety of assignments. Analyzed and streamlined operations to obtain productivity efficiencies and improved service levels. Created and implemented internal customer service user guide as a training mechanism for associates which facilitated the "one stop shopping" approach.

Senior Manager Client Services Global Banks Broadridge Financial Solutions, INC, Edgewood, New York
Responsible for the management of the Global Banks clients. Managed the daily activities for the Global Banks client service team and support staff. Interfaced with clients, systems, operations and account management. Project administration for all processing of new client implementations or system enhancements. Created and implemented the automation of several manual processes. Cultivated client relationships by performing client Quarterly Business reviews with product management, account management and various members of the client service team to report on service delivery to clients.

Program Director Adecco USA, Melville, New York (Nov -2004 Oct 2005)
Lead the implementation and managed activities for the Recruitment Outsourcing Program. Headed a team of 26 associates who held a variety of positions for the recruitment process. Developed streamlined processes to obtain productivity efficiencies and quality service delivery by initiating the development of a scheduling component that provided the ability to conduct phone interviews hourly. Successfully managed the daily operation of the service center and administrative support groups by handling the recruitment activities for a service center staff - sourcing, interview, selection and orientation. Consistently exceeded all service level agreement delivery.

Director of Client Services Humanic Solutions, Inc (Formerly Fiserv), Melville, New York (Jun-1993 Oct -2004)
Responsible for the daily operation of client specific dedicated Service Centers and Help desk. Responsible for a client facing interactions relating to service delivery, client satisfaction, consulting and account development. Successfully directed the daily activities for five major client implementations by working with the conversion team and clients to ensure proper set-up of payroll, benefits reporting etc. Completed successful conversions for Credit Suisse First Boston, Morgan Stanley, Works, 360 Communications and Chevron Phillips Corporation. Developed Customer Care Center resulting in more efficient and effective processing.

Manager of Client Services Humanic Solutions, INC (Formerly Fiserv HRIS), Melville, New York (Jun -1993 Nov 1998)
Managed all aspects of Human Resources outsourcing services delivery (HR and employee inquiries, comprehensive transaction processing and reporting) Project Management initiatives to include the consolidation and divestiture of a client's 50,000 - employee regional HR office structure, resulting in significant savings and improved service for the client. Planned and directed daily activities for multiple service teams. Monitored service delivery standards and reporting. Enhancing service models, inclusive of process re-engineering.

Education
Bachelor of Science Organizational Management - St. Joseph's College, Patchogue, New York (Sep 1994 Jun 2004)
GPA 3.7 Bachelor of Science Degree: Organizational Management Distinguished Graduate Award Languages: Fluent in Spanish