Jay D.

Brown
77 Sheryl Crescent Smithtown, NY 11787
Home (631) 979-6081 Cell (631) 495-5605
terbro1009@yahoo.com
SUMMARY
Financial industry client services professional with 24 years' experience in ret
aining clients and improving client satisfaction. Personally motivated by takin
g challenging or cancerous situations and turning them around through raising th
e competency, morale and performance of a team. Strong communication and inter
personal skills.

PROFESSIONAL EXPERIENCE
Morgan Stanley December 2006 - May 2010
Business Reporting and Marketing Manager Purchase, NY (August 2009 - June 2010)
Responsible for creating all call center statistical reporting for the Client Ad
visory Center (CAC). Led a team of business analysts who monitor, analyze and r
eport on the call center metrics for the national branch. Responsible for the a
udit and reduction of expenses for multiple cost centers. Responsible for the c
reation of marketing materials and campaigns designed to drive account migration
to the Advisory Center. Financial oversight of budget and staffing.
* Brought the CAC profit before tax up from 59% to 71%.
* Created FA brochures to communicate the Client Advisory Center's mission.
* Merged the reporting of 2 different organizations prior to system integration.
Northeast Divisional Service Manager Purchase, NY (January 2008 - July 2009)
Responsible for managing all Service and Operations functions for 30 complex off
ices. Led, coached and coordinated district officers to ensure overall delivery
of operational and service goals. Established and monitored operations staffin
g levels. Ensured consistent and efficient execution of firm's operational poli
cies and procedures. Identified opportunities to improve client satisfaction by
changing procedures, policy, people or technologies. Financial oversight of se
rvice officers' budget for division.
* Led the implementation of various initiatives regarding operational efficiency
and client service enhancements.
* Created national scorecard to monitor and track performance.
* Created national recognition program (ACE Program) which elevated the importan
ce of service.
District Service Officer (December 2006 - December 2007)
Connecticut, Westchester and Long Island
Assumed the responsibility for the management and control of all operations and
service functions in the district. Acted as liaison between the district branch
offices and various business units within the
firm. Conducted bi-annual review of all audit items in each complex office. A
pproved all operational new hires. Conducted meetings with complex service mana
gers to discuss policies and procedures, shared best practices and promote teamw
ork. Worked with district Risk Officers to remediate any compliance issues.

Jay D. Brown
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* Identified training needs and delivered training to meet those needs.
* Led service managers in developing action plans to revamp New Account experien
ce by reducing rejects by 22%.
* Created Coach Program to facilitate training.
* Created a transition team to coordinate the transition of recruited financial
advisors (FAs).

Merrill Lynch 1986 - December 2006

Regional Client Relationship Manager Garden City, NY (November 2005-December 20
06)
Responsible for the client service metric for the Long Island Region which inclu
ded 3 major complexes.
* Led client relationship managers in developing and implementing a client reten
tion and satisfaction strategy resulting in increased national ranking by 30% an
d one complex coming in first place in the most improved category.
* Developed and implemented recognition program.
* Established training program to educate support staff and financial advisors o
n performance metrics and firm objectives. Result: Bi-annual performance revie
ws were implemented:
o Transitioned several underperforming employees out of the firm
o Raised employee awareness of standards and professionalism by license attainme
nt
o Increased retention
o Improved employee satisfaction survey
* Responsible for discretionary expenses reduction focusing on market errors and
overtime.
* Monitored and maintained support staff according to firm ratios.
Client Relationship Manager Melville, NY (July 2004 - Dec 2005)
* Achieved the 2005 Service Quality Award - first time in three years for the co
mplex.
* Achieved a successful audit score after taking over a failing audit.
* Achieved a rating of AWD- Achieve with Distinction - based on performance metr
ics.
Service Manager Newport Beach/Brea/Fullerton, CA (1998 - June 2004)
* Won 2004 Service Quality Award - first time ever for the Newport Beach complex
.
* Organized the closing of excess office space.
* Developed district training program and created a branch coach in each branch.
* Created ACTM - Advisory Council to Management - designed to gain feedback, dev
elop future leaders and improve overall morale
* Performed Compliance Manager Role in addition to Service Manager Functions.
* Created Team Leaders as Advisory to Management.

Jay D Brown
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Administrative Manager Los Angeles, CA (1996 - 1998)

* Responsible for Compliance Posture of a $90 mm branch.
* Managed monthly expenses for 3 business units.
* Controlled expenses for Institutional and Commodity hub for entire Western Div
ision.
* Responsible for mitigating risks that could possibly lead to litigation.
Service Manager Los Angeles, CA (1995 - 1996)
* Responsible for the operation of the Commodity hub.
* Responsible for the operation of the Middle Market Institutional hub.
* Managed and developed a support team of 80 people.
Service Manager Newport Beach/Fullerton, CA (1991 - 1995)
* Developed and led Series 7 training program.
* Developed intern program.
* Consolidated 5 offices into 1 complex.
* Won 1993 Service Quality Award - Fullerton.
Bookkeeper-Institutional Trading New York, NY (1986 - 1990)
* Responsible for the reconciliation of all institutional accounts and customer
service issues.

EDUCATION/PROFESSIONAL DEVELOPMENT
State University of New York - Albany NY 1985
Bachelor of Arts Major in History and Minor in Business
Touro Law School 1986
Leadership Through People Skills - 2008
High Net Worth Symposium - 2000
Administrative Manager Advanced Program - 1997
SMDP - Service Manager Development Program - 1990
Licenses: Series 7, 63 and 8