Brian Nickerson

About

Experience

• Director of Client SuccessCurrent

  Ledgex

  Jul 2011 – Present

  Ledgex is the first FinTech platform specifically designed to help fix the data quality challenges all multi-asset allocators face. We enable investment offices to more confidently and successfully manage complex portfolios, with game-changing improvements in data accuracy, transparency, and timeliness. Responsibilities include Overseeing Call Center operations and staff. Client on-boarding and initialization and Project Management. Managing the day-to-day operations of the Client Service Team to ensure that all goals and objectives established are achieved. Oversaw the documentation of all internal processes of the team to ensure all areas were compliant under internal and external guidelines. Resolved customer service issues through quick and effective decision making that increased customer retention. Responsible for Client Implementations/Onboarding by transferring data from spreadsheets, databases and other repositories into the Ledgex application. Cultivated and maintained strong client relationships to build loyalty. Assessed client needs and drafted plans and proposals to accomplish goals. Scheduled, managed and directed large projects for multiple clients and oversaw those projects from conception through delivery and follow-up. Oversaw the creation of custom reports and custom logic developed by the report designers prior to sending to the client. Work with Product Management to develop and implement new features and enhancements to the Ledgex application. Coordinated with development and quality assurance teams to maintain schedules and deliverables. Conducted Functional testing of the Ledgex application prior to the deployment of new features and functionality. Responsible for paying all vendors and working with our outsourced accounting group to handle minor AP questions. Utilized Quickbooks to invoice our clients and track their payments. Managed monthly expenses and reimbursements via Expensify.

• General Manager, Order Processing

  Gryphone Telecom Consultants LLC

  Oct 2009 – Feb 2011

  In this position I ran the Agency Support team, the Quality Control team, the Processing team and the Customer Service team. Streamlined the order submission process by combining roles, responsibilities and processes, which improved order flow and reduced labor expenses. Organized and trained the Quality Control team whose function was to verify order information. This process reduced the number of order cancellations due to submission errors by the sales agents. Managed the Customer Service team and personally handled any State or Presidential Verizon complaints. Reduced the number of complaints from fifteen per month in 10/2009 to 1.5 per month in 09/2010. Developed an Excel order form, which allowed the sales force to gather more detailed and accurate information reducing the number of submission errors from sales to the back office. Reduced the number of employees in the collected departments from thirteen to seven while also reducing the number of orders submitted with errors and improving the number of orders that completed and were paid.

Education

• Bridgewater State University — BA · 1987 – 1992

Skills