Kevin McCormack-Lane

WORK HISTORY

EDUCATION

SKILLS

ABOUT KEVIN MCCORMACK-LANE

Leader in Financial Services with an impressive performance record and a well-rounded background in improving service and operations. Well-versed in developing and implementing innovative processes, tools, programs, and solutions that increase operational efficiencies, minimize excess costs, increase profitability, and transform the face of customer interaction and service experience. Adept at optimizing trading processes by developing ground up customer support solutions to meet each client’s investment needs. Well-developed financial acumen with excellent interpersonal and problem-solving skills coupled with a proven ability to lead, both large and small, teams to realize corporate goals and company objectives.KEY CAREER HIGHLIGHTSAchieved/maintained maximum customer-service satisfaction and retention over the last 3+ years by redefining call center metrics; improved average speed-to-answer times, reduced average handle times, and increased SLA percentages.Conceptualized, designed, and instituted an industry first AI trading platform “Alternative Investment Order Entry that achieved a 95% adoption rate among financial advisors despite platform mandating.Reduced company’s overall alternative investment trade NIGO rate by 35% leading to better service for financial advisors; reduced error volume and sustained delta-adjusted level through front-end trading platform.Transformed directly held non-qualified positions, sending negative consent letters to over 100k accounts leading to an additional $450M brokerage and advisory assets under LPL’s custodianship.Led initiative to charge a maintenance fee for alternative investment positions held in non-qualified accounts, producing an annual income of over $8.5 – 9M; yielded $4 – 4.5M in additional annual revenue since 2017.