1. PAUL SCHNEIDER
schneidsinsl@gmail.com 817.941.7741 My LinkedIn Profile
EXECUTIVE CUSTOMER SERVICE MANAGER
RELATIONSHIP MANAGEMENT | CONTINUOUS IMPROVEMENT | EXECUTIVE-LEVEL MANAGEMENT
Forward-thinking executive customer service manager offering 17+ years’ experience. Expertise in client
relationships, employee development, and continuous improvements. Proven ability to direct single and multi-cite
call center operations, to establish a customer-oriented culture, and to utilize resources effectively. Demonstrated
skill in project management, new site start-ups, and budgeting.
Areas of expertise:
CLIENT RELATIONS C─ USTOMER SERVICE F─ INANCIAL MANAGEMENT F─ ORECASTING O─ PERATIONS MANAGEMENT
NEGOTIATIONS P&L R─ ESPONSIBILITY S─ TART-UP OPERATIONS S─ TRATEGIC PLANNING
TEAM FACILITATION T─ RAINING / DEVELOPMENT
CAREER ACHIEVEMENTS
− Experienced in managing client relationships and selling to prospective clients.
− Led 3 successful call center start-ups for Fidelity.
− Managed numerous large-scale projects, including serving as national lead for several projects that impacted
over 2,500 associates in 5 call centers locations.
− Built successful corporate culture through employee engagement and empowerment, achieving 95%
employee engagement score for 5 consecutive years.
− Used call center analytics to create forecasting models and gain efficiencies.
− Implemented change initiatives at director / vice president level.
− Balanced customer needs with call center performance objectives using call center KPIs and goals.
− Functioned as subject matter expert in inbound and outbound call center service model strategies.
− Skilled with NICE, IEX, Avaya, Cisco, and AT&T call center technology.
PROFESSIONAL EXPERIENCE
FIDELITY INVESTMENTS – Westlake, Texas 2004 to 2015
VICE PRESIDENT, WORKPLACE PARTICIPANT SERVICES
• Led all aspects of 600+ associate call center servicing Fidelity’s 23 million 401(k), 403(b), and pension
customers.
• Directed overall site performance, and established culture of customer service, resource utilization, staff
development.
• Managed projects and budgeting, and deployed continuous improvement programs.
− Led implementation of non-qualified plan customer guidance model. Produced $1.5 billion in new
asset flows in the 1st 6 months.
− Functioned as site lead for existing and prospective client visits.
− Acquired new business from American Airlines, Dean Foods, and Stage Stores.
− Led 2 successful call center start-ups for GM and Bank of America.
FIDELITY INVESTMENTS – Merrimack, New Hampshire 2000 to 2004
SENIOR DIRECTOR, FIDELITY EMPLOYER SERVICES COMPANY
• Led call center and served as point of contact for existing clients, sales team, relationship managers, and
operations team for all outsourcing lines of business.
• Supported call center by training associates, supporting sales activities, updating resources, and managing
service recovery plans.
− Managed over 50 client relationships, including Unisys, Monsanto, AT&T, ABB, CAT, Toyota, and
Goodrich. Produced 96% client retention rate during 4 year period.

2. PAUL SCHNEIDER
schneidsinsl@gmail.com 817.941.7741 My LinkedIn Profile
− Implemented new call center service model for 700 health and insurance associates across multiple
sites. Increased overall customer satisfaction by 5% in 6 months.

3. PAUL SCHNEIDER
schneidsinsl@gmail.com 817.941.7741 My LinkedIn Profile
FIDELITY INVESTMENTS – Merrimack, New Hampshire 1998 to 2000
DIRECTOR, FIDELITY EMPLOYER SERVICES COMPANY
• Provided leadership at both site and national level for call volume management, quality, associate satisfaction,
policy / procedures creation and adherence, goal tracking, and executing initiatives.
− Hired to implement new 400 associate call center; expanded site from 0 to 200 associates in 1st 5
months and grew to 400 associates within 1 year.
− Developed and implemented new national strategy for quality assurance.
− Functioned as key member of national project team that led initiative to create semi-dedicated call
center service strategy without increasing cost across 4 sites and 2,300 associates.
EDUCATION & PROFESSIONAL DEVELOPMENT
B.A. in Finance with minor in Economics. Southern Arkansas University, Magnolia, Arkansas
Six Sigma and Lean Series 7, 63 and 8 FINRA licenses─
Gateway to Business Management, Amos Tuck School of Business, Dartmouth College
Creative Leadership, Center for Creative Leadership, Greensboro, NC
Sales Presentation Skills Training, Richardson Company, Nashua, NH
Strategic Leadership, Influence, Facilitative Leadership, Adaptive Leadership, Managing for Superior Performance,
Business Presentation Skills, Fidelity training programs
COMMUNITY SERVICE
Wounded Warrior Project. Committee to host Southlake Annual Softball Tournament.
Phillips Wish. Volunteer with local charity benefiting homeless individuals in Fort Worth.