marcia kalfas

client executive

About

Inspiring Leader with extensive experience in Marketing Research and Financial Services Operations specifically: Client Satisfaction Measurement, Voice of the Customer, Continuous Process Improvement, Employee Development, Client Service Management. Specialties: Questionnaire design, focus group moderation, analysis and results presentation, action planning, meeting and strategic planning facilitator.

Country

united states

City

new york

Industry

financial services

Skill

leadership, leadership development, management, financial services, market research, strategic planning, relationship management, marketing, process improvement, business analysis, project management, strategy, team building, risk management, customer satisfaction, research, vendor management, continuous improvement, program management, cross functional team leadership, business process improvement, sales, sdlc, business development, nonprofits, executive management, social media, onboarding, change management, operations management, qualitative research, training, budgets, customer service, financial analysis, public speaking, marketing research, analytics, capital markets, business strategy, marketing strategy, quantitative research

Experience

client executive

barlow research associates, inc.

2014-11 - Present · 11 yrs 11 mos

vice president, receivables operations client service manager

j.p. morgan

2006-1 - 2010-1 · 4 yrs 1 mo

Led a national Lockbox Customer Support team of 23 Managers and Service Specialists. Oversight for all client onboarding, inquiry, problem resolution, quality reporting, billing, account maintenance in eight domestic sites. Advocate for high profile and escalated client issues. Member of the Regional Lockbox Leadership Team. Won Treasury Services and Commercial Bank Partnership Award three years running (2008-2010) as top rated Operations Service Unit among over 14 units evaluated. Designed and delivered innovative learning and leadership development presentations to front-line and management audiences ranging in size from 12 to 50. Developed content and facilitated 4 management off sites focused on finance and management efficiency.

vice president, voice of the customer, performance consulting

jpmorgan chase & co.

2004-1 - 2006-1 · 2 yrs 1 mo

Efficiently administered the timely and accurate delivery of qualitative and quantitative research studies (approximately 20 studies annually), from design through presentation of final results for over 14 Operations Units. Designed, moderated, analyzed and presented focus group findings. Research objectives included customer satisfaction, product effectiveness, event evaluations and needs assessment.