Summary

Overview

Work History

Education

Skills

CERTIFICATIONS

ENJOYMENT AND RECREATION

Timeline

Brett Sobkowich

Dudley

Summary

Results-driven Financial Services, Business Administration and Transportation Professional with extensive experience in service delivery across Fortune 500 companies. Proven expertise in customer service leadership within high-avolume call centers and diverse industries, including finance and transportation. Strong communication skills facilitate effective issue resolution and the development of long-term business relationships.

Highly skilled dispatcher with background in managing complex logistics and coordinating transportation services. Possess strong communication, problem-solving, and organizational skills essential for high-pressure environments. Demonstrated ability to improve dispatch efficiency and accuracy, significantly enhancing operational flow. Committed to maintaining clear and effective communication between drivers, customers, and management to ensure timely and precise delivery schedules.

Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.

Overview

years of professional experience

years of post-secondary education

Work History

Dispatcher / Chauffeur

Able Limousine

Hopkinton

11.2015 - 04.2018

Professional Executive Chauffeur
Luxury Executive business to business – Personal Family Travel Transportation
Coordinated transportation schedules for clients and drivers to optimize travel efficiency
Confirmed pick-up and drop-off details with clients to ensure timely service
Air travel coordination including Arrivals and departures confirmation
Managed client relationships effectively
Coordinated transportation schedules for clients and drivers to optimize travel efficiency
Confirmed pick-up and drop-off details with clients to ensure timely service

Regional Manager

CSX Intermodal Rail Worcester

Worcester

12.2013 - 05.2015

Regional Manager, managing operating performance and daily assignments for the Central Massachusetts region.
Oversaw all regional assignments to ensure timely completion.
Assisted HR in developing a qualified workforce through orientation and training, ensuring regional resources were prepared for railroad engineering and labor staffing needs.
Utilized dispatching staff to track progress, compile logistics, and report on daily process management and team performance.
Assisted HR in developing a qualified workforce through orientation and training, ensuring regional resources were prepared for railroad engineering and labor staffing needs.
Maintained healthy relationships with regional teams and dispatch management.
Managed regional operations including inventory control, staffing levels, logistics, customer service.

Call Center Unit Supervisor

Bank New York

03.2009 - 10.2013

The BDS team at BNY Mellon Financial Services is responsible for the daily function of relationship management of a Transfer Agency managing the customer services and operational objectives including the daily oversight and post settlement trading reconciliations.
Managed a network of mutual fund wire houses to facilitate effective communication and transaction processing.
Managed 8-12 BDS representatives delivering comprehensive transfer agency operational support services in the call center.
This dynamic setting includes the monitoring of the team's development and live support training to achieve appropriate industry and organizational goals.
Analysis and report generation of multiple team workflow objectives.
Providing front-line supervision, support and staff coaching to ensure a cohesive, dynamic and multiple mode delivery of back office operations including fund accounting, control, mainframe management and online reporting and post trade settlement and reconciliation.
Setting metrics for individual and the team goals, coaching and supporting team for quality service initiatives, goals and metrics required for performance reviews and evaluations.

Production Analyst

State Street Bank Inc

09.2007 - 02.2009

Implemented all operational management from UAT through conversion into production of all fee processing unit contractual requirements associated with new client relationship management.
Conducted in-depth analysis of projected fees and validated proprietary accounting platform.
Performed valuations, reviewed forecasts and analyzed impact of fees to optimize client’s revenue stream.
Analysis, testing and client relations through conversion process have been successful in realizing a net income for WMS of $10 million annually.
Developed daily work-flow and trained new team members, establishing business processes and standardizing new production work-flows for the FPU and client relationship.
Assisted in development of new procedures for FPU that included processing of income and distribution of revenue.
Setup and daily maintenance of all Fee Events / Formulas and schedules on the proprietary accounting platform Global Plus.
Analyzed revenue movement through wiring, ensuring proper setup, implementation, validation, and maintenance of fee formulas and scheduling on GLOBAL PLUS platform.

CSR - Annuities Internal Wholesaler

Allmerica Insurance

09.2005 - 07.2007

Built relationships for an external wholesaler in the Southern CA region.
Provided comprehensive sales and financial product education and literature, supporting ongoing relationship management.
Setting appointments, sales seminars and trade shows for retail financial firms, ensuring that the external sales manager is prepared and reviewed, within time commitment.

Call Center Senior Representative

PFPC Global Investment Servicing

02.1998 - 07.2005

Oversaw high-volume inbound/outbound call center operations for 80+ mutual fund companies globally.
Managing a team of up to 18 call-center reps fielding all aspects of our client base including performance, valuation, tax reporting and compliance, trading, retail broker dealer relationship management, education, retirement product management (401k 403b all IRA products etc.
In this vast call-center operation I was responsible for all Quality Assurance, call monitoring, call center customer relation coaching, managing multiple inbound call queues to achieve 80/20 goals. (80% of calls answered within 20 seconds).
Directed proprietary IT training, reporting, and database management processes.

National Sales Manager

Caterers Warehouse / Progressive Enterprises

03.1994 - 01.1998

Managed sales and customer relations within foodservice, awards and recognition, catering, and party rental industries to enhance client satisfaction.
Focused on key account base while overseeing shipping, receiving, purchasing, and inbound sales force to streamline operations.
Built long lasting relationship with all vital purchasing channels to ensure exact accounts receivable accounting.
Built long lasting relationship with all vital purchasing channels to ensure exact accounts receivable accounting.
Attended national trade shows to promote brand visibility and drive growth in key markets.
Supervised daily operations under the guidance of the president to maintain organizational efficiency.