J Mantoani Resume

619-867-7898 Cell
jmantoani@yahoo.com
Jeffrey Mantoani
Objective To obtain a senior leadership position in contact center management or client service related
operations.
Summary of Organizational leader with over ten years of management experience in contact center and service
qualifications related operations, primarily within the brokerage industry. Expertise in strategic business
planning, resource management, cross-functional team leadership and call center metrics and
analysis.
Professional LPL FINANCIAL San Diego, CA 2005 - Present

experience Vice President, Service Center
2007 - Present
Supervised daily operations of Service Center for nation’s largest independent broker/dealer,
providing service to customer base of over 11,000 financial advisors. Managed team of over 100
service agents and fifteen managers, fielding 110,000+ calls per month. Responsible for service,
technical support and training divisions.
• Increased agent productivity, and reduced cost per call by leading the timely development and
delivery of new training content
• Raised staffing levels and lowered attrition through active supervision of all hiring and
personnel decisions
• Improved customer service ratings by creating internal call quality control department to
ensure consistent service interactions
• Successfully managed cost controls of an $11M budget; handled tasks related to budget
preparation and oversight
• Consistently achieved monthly service level goals through effective workforce management
• Decreased operating costs and improved call efficiency by redesigning Aspect phone system
call routing and multi queue environment
• Reduced firm exposure to market risk by implementing new call guidelines and procedures
• Chosen to lead organization-wide vice president peer council
Director, Assistant Vice President, Service Center

2005 –2007
Supervised daily operations of three Service Center teams in two separate national sites, including
brokerage, advisory and compliance services. Responsible for team performance, resource
management and reporting metrics to senior management.
• Launched new compliance services inbound call center team, developed policies and
procedures
• Improved business continuity and redundancy by assisting in the opening of new North
Carolina call center site
• Established dedicated Service Center training team to increase agent efficiency and knowledge
• Designed and developed 12-week training curriculum for local college graduates
• Managed rapid growth of call center team by nearly 200% over three-year period
TD WATERHOUSE/JACK WHITE CO. San Diego, CA 1997-2005
Group Manager, Premier Services
2003 – 2005
Supervised call center team of twenty brokers and two supervisors, providing service delivery to
high end client base.
• Achieved 15% increase in associate satisfaction rating
• Monitored and managed staffing model according to business levels and call volume
• Coached, motivated, and developed associates towards career and life goals
• Established annual performance objectives and action plans to align with organizational goals
• Built team manager benchmark model to establish performance standards for call center
supervisors
Relationship Manager, Private Client Services

2001 – 2003
Managed the business needs and relationships for elite TD Waterhouse customers. Worked closely
with investment consultants, branch managers, and call center managers to retain and grow the
business of the top one-half of one percent of clients by profitability.
• Two time recipient of Quarterly Achievement Award
• Developed business model and procedures for inaugural team
• Reduced trade errors through implementation of large trade approval procedures
• Effectively managed high risk scenarios in regard to securities transactions
Other TD WATERHOUSE Positions Held:

Assistant Manager, Brokerage Services 2000 – 2001
Supervised and supported a customer service staff of 75 brokers. Provided coaching and
continuous training of products and customer service skills.
Assistant Manager/First Broker, Risk Management 1998 – 2000
Supervised and supported a staff of over twenty margin associates. Effectively managed risk in
high-risk situations in regard to margin calls, regulatory issues, and equity concerns.
Broker, Brokerage Services 1997 – 1998
Insured proper placement of securities transactions, including stocks, mutual funds, and options.
Licenses and FINRA General Securities Representative License – Series 7

Certifications FINRA Uniform Securities Agent – State Law License– Series 63
FINRA Securities Supervisor License – Series 8
FINRA Registered Options Principal License - Series 4
FINRA Uniform Combined State Law License - Series 66
Education
California State University Sacramento, CA – Communications
and Training
Professional coursework – Completed over twenty corporate training courses including: Delivering
Value Driven Service, Delivering Exceptional Customer Service, Quality Service Skills, Coaching
for Success, Effective Supervision, Coaching the Sale and others.
 References available upon request

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619-867-7898 Cell

Professional LPL FINANCIAL San Diego, CA 2005 - Present

Director, Assistant Vice President, Service Center

Relationship Manager, Private Client Services

Other TD WATERHOUSE Positions Held:

Licenses and FINRA General Securities Representative License – Series 7

 References available upon request

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