Robert J. Patzak
Cumming
Summary
Experienced with executive leadership and strategic planning. Utilizes innovative approaches to drive business growth and operational excellence. Proven track record of effective team collaboration and achieving results.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Vice President, Emerging Wealth Solutions
E*TRADE From Morgan Stanley
12.2014 - Current
- Site Lead for the East Region overseeing up to 10 team managers and 195+ client relationship managers within E*TRADE customer service.
- Delivered on key performance metrics including driving over 7,500 sales referrals to Financial Advisors with a 22% conversion rate, creation of over 16,000 cash for consolidation promotion enrollments with a 45% fulfillment rate resulting in 1.45 billion of net new assets on platform.
- Achieved 94% quality assurance scores alongside 95% client satisfaction survey responses within customer service.
- Key role in partnering with work force management and senior leadership in strategic implementation of site expansion and alignment increasing from 2 customer service sites to 5 across the U.S. achieving 95% of front-line client relationship managers reporting to and on-site team manager.
- Continue to expand and develop new hire recruitment and onboarding to reduce turnover YoY with an expectation of ~800 budgeted FTE hiring target in 2026.
Manager, Digital Correspondence
E*TRADE From Morgan Stanley
05.2018 - 08.2018
- Composed a new customer service job description.
- Implemented an onboarding strategy for a new customer service representative Digital Correspondence team comprised of 16 representatives and 2 team leads.
- Worked with our MIS department to develop a Digital Correspondence team SharePoint resource guide.
- Partnered with retail learning to develop the skills marketplace training for Digital Correspondence.
- Partnered with Manilla leadership to devise a Digital Correspondence training/onboarding schedule for 200+ Manilla representatives.
- Successfully assisted with transitioning the Digital Correspondence teams comprised of ~50 representatives from Oracle to Salesforce live Chat platform.
Team Lead, Retirement-Tax and Cost Basis
E*TRADE From Morgan Stanley
10.2016 - 04.2018
- Assisted with supervision of 15-25 representatives.
- Worked with MIS department to develop a Retirement, Tax and Cost Basis team SharePoint resource guide.
- Handled customer escalations to ensure resolution and follow up for a better overall experience.
- Partnered with operational counterparts to develop and test new functionalities to increase efficiency and digital capabilities.
Senior Financial Services Representative, Retirement-Tax and Cost Basis
E*TRADE From Morgan Stanley
09.2015 - 09.2016
- Assisted customers with inquiries related to individual and qualified retirement accounts.
- Researched and submitted Cost Basis cases that resulted in a corrected consolidated tax form.
Financial Services Representative
E*TRADE From Morgan Stanley
07.2015 - 08.2015
- Obtained internal trader certification.
- Assisted customer wit trade related inquiries.
Associate Financial Services Representative
E*TRADE From Morgan Stanley
12.2014 - 06.2015
- Obtained the series 7 and 63 licenses.
- Assisted customers with general inquiries.
Fitness Director
Siskey Family YMCA
06.2011 - 02.2014
- Manage a budget of $700 thousand dollars annually.
- Supervised the fitness center daily operations and personal training programs.
- Supervise 35 part time staff members; including fitness instructors and personal trainers.
- Implemented a Junior Leader's Club to specifically focus on fitness and leadership qualities of youth members 10-12 years of age as a youth obesity initiative.
- Partnered with financial development in annual “On Course for a Cause” fundraising golf event which had a profit of $40 thousand dollars to help support the YMCA's mission.
- Increased our branch customer service ranking from 18th to 1st among the Greater-Charlotte YMCA Association with a loyalty snapshot survey average of 94%.
- Safety training coordinator for approximately 600 staff members responsible for scheduling and tracking CPR/AED and basic first aid training sessions to keep all staff's certifications current.
- Risk branch representative to relay Association risk updates as well as assist in implementation of safety drills and best practices for risk management.
- Completed all YMCA of Greater Charlotte team leader competencies except; principles and practices.
Operations Manager
Walt Disney World Resort
02.2007 - 02.2011
- Supervised a facility staff of 100 part/full time employees.
- Worked with all levels of management to provide a world class guest experience and efficient operation.
- Developed and maintained annual operations including budgeting, scheduling staff, and strategic planning.
- Concurrently managed outside services and in-house pro shop, demonstrating dynamic organizational and time management skills.
- Increased Food and Beverage sales 6%.
- Coordinated training seminars along with mentoring fellow staff members.
- Attended and successfully completed courses at Disney University to improve leadership and guest service skills.
Education
Bachelor of Science - Economics
Slippery Rock University
Slippery Rock, PA12.2006
Skills
- Team leadership
- Relationship building
- Decision-making
- Critical thinking
- Results-driven
- Strategic planning
Certification
- FINRA licenses:
- Series 7, 2015
- Series 63, 2015
- Series 24, 2016
- Series 9/10,2021
Recognitions
Morgan Stanley Alpharetta Global Center Philanthropy Committee Co-Chair 2023-2025, 2019 third quarter customer service leadership award winner., R.O.S.E. award winner for the Third Quarter of 2013., Professional Golfer’s Association of America Level Three Apprentice., Events coordinator of the PGA TOUR’S Children’s Miracle Network Classic.
Timeline
Manager, Digital Correspondence
E*TRADE From Morgan Stanley
05.2018 - 08.2018
Team Lead, Retirement-Tax and Cost Basis
E*TRADE From Morgan Stanley
10.2016 - 04.2018
Senior Financial Services Representative, Retirement-Tax and Cost Basis
E*TRADE From Morgan Stanley
09.2015 - 09.2016
Financial Services Representative
E*TRADE From Morgan Stanley
07.2015 - 08.2015
Vice President, Emerging Wealth Solutions
E*TRADE From Morgan Stanley
12.2014 - Current
Associate Financial Services Representative
E*TRADE From Morgan Stanley
12.2014 - 06.2015
Fitness Director
Siskey Family YMCA
06.2011 - 02.2014
Operations Manager
Walt Disney World Resort
02.2007 - 02.2011
Bachelor of Science - Economics
Slippery Rock University