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Riddle, Terri Resume Client Services

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Terri Riddle has over 30 years of experience in client services and project management, specializing in new client implementations. She has a proven track record of managing client relationships, strategic planning, and team leadership. Her experience includes managing day-to-day client relationships, leading project teams, improving processes, and increasing client satisfaction. Most recently, she served as Director of Client Services at DST Systems, where she increased revenue and quality results while reducing costs.

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TERRI RIDDLE 13303 St. Rt. CC SE Faucett, Missouri 64448 816.284.6786 tlriddle131@yahoo.com Professional Profile Client Services Professional with a proven track record in managing client relationships. Specializes in new client implementations and project management. Broad experience in management of day-to-day client relationships, strategic planning, problem solving, and team building. Expertise includes: • Client Relations • Process Reengineering • Project Sponsorship and Management • Budget Management • Strategic and Tactical Planning • Team Building and Leadership • Cross Functional Team Leadership • Change Management Professional Experience DST SYSTEMS, INC, Kansas City, Missouri Director, Client Services 2008 - 2010 Reported to the President of DST TASS, a wholly owned subsidiary, responsible for conversions of new business, testing of software releases, and execution of business processes and events for DST Subaccounting clients with a staff of 21 associates. • Increased revenue by converting 5600 new mutual funds, 1.9M accounts to the system in 2009. • Achieved overall client satisfaction rating of 4 on a scale of 5 for conversions. • Developed plan for an improved testing environment to achieve higher quality in software releases. • Improved quality results by 70% for business events and corrective processing by developing process improvements and implementing software changes. • Reduced staff necessary to support business process and events by 30% by developing process improvements and implementing software changes. • Developed excellent working relationship with new vendor to support new business model for client. Director, Client Services 2007 - 2008 Directed conversion and implementation of new client's business to DST Subaccounting: 5.2 million accounts, 2 lines of business, 85,000 hours of software application development. • Responsible for the development of the overall project plan; content and timeline. • Participated in Executive Steering Committee meetings, providing conversion and enhancement updates and addressing any questions or concerns from either organization. • Participated in cross functional team meetings within both organizations to resolve impacts to timeline. • Resolved conflicts across groups by evaluating issues to reprioritize or redirect efforts. • Participated in review of client business processes to facilitate reengineering of processing workflows. • Developed comprehensive test plans with the client to mitigate risk and ensure quality results. • Worked with the client to determine training needs, coordinated training classes. • Acted as client advocate, representing their interests and needs to the broader DST organization. • Responsible for all aspects of the budgets for conversion and client relationships. TERRI RIDDLE Page 2
DST SYSTEMS, INC., Kansas City, Missouri Director, Client Services 2003 - 2007 Responsible for DST Subaccounting Product and Client Relationships • Managed a team of 40 business and technical associates supporting day-to-day client needs, application software, client conversions, and system enhancements. • Indirectly managed additional business and technical associates on large scale software development efforts. • Received service award for most improved client satisfaction ratings as a result of changing organizational structure and setting expectations of client relationship teams to provide excellent service. • Implemented change management processes for application software, system settings, and client options. • Acted as an advocate for the product and clients across the broader DST organization. • Managed all aspects of the department’s $5 million budget. • Negotiated contract extensions for existing client relationships. • Worked with cross functional teams to evaluate product offerings to improve competitive advantage. • Supported sales initiatives by contributing to and participating in sales presentations. Systems Manager 2000 - 2003 Responsible for a team of 25 technical associates supporting 3 DST clients. • Planned resource activities based on client needs and business events to meet clients' contractual hours. • Supported day-to-day client needs, TA2000 application software, and system enhancements. • Participated in clients' operations and strategic planning meetings. • Participated in weekly status / priority calls with clients. • Converted new business for clients' acquisitions of other mutual fund companies. • Responsible for all aspects of department budget. • Supported sales initiatives by contributing to and participating in sales presentations. • Participated in strategic corporate initiatives. Systems Manager 1998 - 2000 Responsible for the conversion of a large mutual fund family from their in-house system to DST. Responsible for the day-to-day client relationship following the conversion. • Managed all aspects of the conversion including: executive management updates, data conversion, system set up, software enhancements, testing, implementation and training. • Managed conversion budget and expenses across DST product areas. • Established communication and support structure for the client relationship with staff of 15 business and technical associates. • Developed a strong working relationship with the client. Entry Level Programmer - Systems Manager 1985 - 1998 Held various positions through the Software Development job family while being promoted through the organization. Became responsible for clients relationships with increase in system knowledge and demonstration of excellent customer skills. Education BS Business Administration with dual majors in Accounting and Data Processing Missouri Western State University 1985

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Riddle, Terri Resume Client Services

  • 1. TERRI RIDDLE 13303 St. Rt. CC SE Faucett, Missouri 64448 816.284.6786 tlriddle131@yahoo.com Professional Profile Client Services Professional with a proven track record in managing client relationships. Specializes in new client implementations and project management. Broad experience in management of day-to-day client relationships, strategic planning, problem solving, and team building. Expertise includes: • Client Relations • Process Reengineering • Project Sponsorship and Management • Budget Management • Strategic and Tactical Planning • Team Building and Leadership • Cross Functional Team Leadership • Change Management Professional Experience DST SYSTEMS, INC, Kansas City, Missouri Director, Client Services 2008 - 2010 Reported to the President of DST TASS, a wholly owned subsidiary, responsible for conversions of new business, testing of software releases, and execution of business processes and events for DST Subaccounting clients with a staff of 21 associates. • Increased revenue by converting 5600 new mutual funds, 1.9M accounts to the system in 2009. • Achieved overall client satisfaction rating of 4 on a scale of 5 for conversions. • Developed plan for an improved testing environment to achieve higher quality in software releases. • Improved quality results by 70% for business events and corrective processing by developing process improvements and implementing software changes. • Reduced staff necessary to support business process and events by 30% by developing process improvements and implementing software changes. • Developed excellent working relationship with new vendor to support new business model for client. Director, Client Services 2007 - 2008 Directed conversion and implementation of new client's business to DST Subaccounting: 5.2 million accounts, 2 lines of business, 85,000 hours of software application development. • Responsible for the development of the overall project plan; content and timeline. • Participated in Executive Steering Committee meetings, providing conversion and enhancement updates and addressing any questions or concerns from either organization. • Participated in cross functional team meetings within both organizations to resolve impacts to timeline. • Resolved conflicts across groups by evaluating issues to reprioritize or redirect efforts. • Participated in review of client business processes to facilitate reengineering of processing workflows. • Developed comprehensive test plans with the client to mitigate risk and ensure quality results. • Worked with the client to determine training needs, coordinated training classes. • Acted as client advocate, representing their interests and needs to the broader DST organization. • Responsible for all aspects of the budgets for conversion and client relationships. TERRI RIDDLE Page 2
  • 2. DST SYSTEMS, INC., Kansas City, Missouri Director, Client Services 2003 - 2007 Responsible for DST Subaccounting Product and Client Relationships • Managed a team of 40 business and technical associates supporting day-to-day client needs, application software, client conversions, and system enhancements. • Indirectly managed additional business and technical associates on large scale software development efforts. • Received service award for most improved client satisfaction ratings as a result of changing organizational structure and setting expectations of client relationship teams to provide excellent service. • Implemented change management processes for application software, system settings, and client options. • Acted as an advocate for the product and clients across the broader DST organization. • Managed all aspects of the department’s $5 million budget. • Negotiated contract extensions for existing client relationships. • Worked with cross functional teams to evaluate product offerings to improve competitive advantage. • Supported sales initiatives by contributing to and participating in sales presentations. Systems Manager 2000 - 2003 Responsible for a team of 25 technical associates supporting 3 DST clients. • Planned resource activities based on client needs and business events to meet clients' contractual hours. • Supported day-to-day client needs, TA2000 application software, and system enhancements. • Participated in clients' operations and strategic planning meetings. • Participated in weekly status / priority calls with clients. • Converted new business for clients' acquisitions of other mutual fund companies. • Responsible for all aspects of department budget. • Supported sales initiatives by contributing to and participating in sales presentations. • Participated in strategic corporate initiatives. Systems Manager 1998 - 2000 Responsible for the conversion of a large mutual fund family from their in-house system to DST. Responsible for the day-to-day client relationship following the conversion. • Managed all aspects of the conversion including: executive management updates, data conversion, system set up, software enhancements, testing, implementation and training. • Managed conversion budget and expenses across DST product areas. • Established communication and support structure for the client relationship with staff of 15 business and technical associates. • Developed a strong working relationship with the client. Entry Level Programmer - Systems Manager 1985 - 1998 Held various positions through the Software Development job family while being promoted through the organization. Became responsible for clients relationships with increase in system knowledge and demonstration of excellent customer skills. Education BS Business Administration with dual majors in Accounting and Data Processing Missouri Western State University 1985