A Professional and Academic View of Nathaniel Laroche

An experienced project and people leader with a technological and entrepreneurial bent.


Project Manager

Entrepreneur

E-Commerce

Consultant

Nathaniel's Résumé

NATHANIEL R. LAROCHE
nathaniel@nathanielandstephanie.com

EDUCATION:

University of Missouri - St. Louis
2005-2008

Graduated with an MBA.

University of Missouri - Columbia
1999-2003

Graduated with a BS in Business Administration-Management and a BA in Computer Science.

EXPERIENCE:

Senior Business Analyst, Scottrade
2009-Present

Participating, and when and where necessary helping to lead, the development of Scottrade Bank’s consumer deposit products and operations. From a Program perspective I’m working with other Business Analysis teammates to support their efforts in defining and eliciting requirements for the multiple projects that make up the program. I work to serve my BA teammates by relaying strategic vision as communicated to me, as a sounding board for ideas, as a reviewer of material, and as a “roadblock” remover to obstacles that may stand in the way of a deadline.

From a Project perspective I’m leading the gathering and elicitation of requirements for the origination/on boarding process of the bank’s deposit products. I’ve had the opportunity to work with teams as broad in rang as the Bank, Legal, Compliance, Marketing, Operations, and Product Development. I’m tackling requirements from the consumer website application experience to the backend processes that support it, leveraging my background and education in technology and operations.

In the course of this opportunity I’ve had the privilege of being introduced to the regulatory environment of banking, from the disclosures required on a website, to building and defining processes that are auditable, to leading the efforts to define the anti-money laundering aspects of the Bank’s Customer Identification Program (CIP) and Suspicious Transaction Monitoring the bank will utilize.

Project Manager, Scottrade
2008-2009

I focused on strategic projects requiring quick implementation and projects in need of change or refocusing of efforts. I like to focus on leading projects versus managing projects; utilizing communication, team empowerment, and individual teammate responsibility while not relying on control and protocol to manage a project. These attributes and techniques contributed to a successful nationwide rollout of the Bank Deposit Program within two months and the migration of the GainsKeeper application in three months.

Solutions Specialist, CIO Services LLC
2008

  • Worked with small and mid-sized businesses to provide network, computer, and website solutions.
  • Responsible for understanding functionality, document specifications, present solutions in understandable terms, and gain commitment to projects.
  • Closed $70K in work and projects through superior solutions and customer service.

E-Commerce Assistant Channel Manager, Citi Home Equity (Citigroup)
2007-2008

This role reports to the Director of E-Commerce for Citi Home Equity. The E-Commerce marketing team manages all campaigns soliciting home equity applications via Internet advertising and lead generators like Lending Tree. In this role I was responsible to liaison to Technology and Operations coordinating our marketing campaigns and technology roadmap. Took a lead in the re-development of Citi Home Equity’s origination website, www.myhomeequity.com, and increasing the performance of our lead generation channel.

Wholesale Offshore Operations Manager, Citi Home Equity (Citigroup)
2006-2007

Manage the Customer Contact team for Citi Home Equity’s wholesale operations. The team supports brokers selling Citigroup’s second mortgage products by providing status and scheduling closings. Three vendors located in Mumbai, India, Bangalore, India, and Manila, Philippines along with two St. Louis, Missouri based Team Leads support the team. The position requires mortgages knowledge, personnel management, and vendor management.

Major Initiatives:
  • Traveled for four weeks to Mumbai, Bangalore, and Manila to learn about the team and share my vision.
  • Uniform training program implemented across all vendors leveraging the Citigroup Intranet as medium of distribution.
  • Escalation process defined to escalate calls to proper Operations Team so the issues can be addressed quickly.
  • Held quarterly meetings with the Sales Teams to discuss goals, improvements, and to gather feedback.
  • Leveraged the Intranet using ASP and Access databases:
    • Develop an issue log where issues can be submitted and investigated by the vendors with replies going to those who submit issues within 24 hours.
    • Developed system to record and display team statistics and data with visibility to all vendors and senior management
    • Contact form so agents can escalate issues or provide ideas for improvements directly to the U.S. based management team
    • Developed dynamic page where new process and clarifications to current process can be communicated quickly and accurately to the entire team to increase understanding and reduce errors
Accomplishments from July 2006 to November 2006 with my leading the team starting June 1st:
  • Increase in the calls/agent/day (a measure of productivity) of 30%
  • 76% drop in abandoned calls
  • Decrease in issues/month by 85%
  • Average Handle Time decrease by 37 seconds
  • Decrease in the number of agents by 48%
  • These productivity, service, and cost savings gains accomplished with only a 9% drop in call volume

E-Business Supporter Services Manager/Project Manager, Citi Home Equity (Citigroup)
2004-2006

Held the dual role of E-Business Support Services Manager and E-Business Project Manager.
Support Services Manager

  • Build a team tasked with testing, monitoring, and end-user support of all Citi Home Equity’s information systems.
  • Created and managed offshore call center with three agents based in Mumbai, India.
  • Call center averaged over 100 calls a day with a total of 30532 calls in 2005.
  • Support Team consisted of three offshore Support Analyst, one onshore Support Analyst, and two onshore Support Leads.
  • No turnover for over a year (a recognized achievement in Citigroup for such a highly transactional team)
Project Manager
  • Created Business Requirements Documents working with partners in the business for citihomeequity.com and myhomeequity.com websites
  • Managed the development cycle from expectation setting, scoping, testing, and implementation
  • Had to work with business stakeholders, developers, legal/compliance, and website users
  • Created the functional specifications for the redesign of the Citi Home Equity’s Wholesale Website

Analyst, Accenture
2003-2004

Developed web based solutions for the communication of teams in the Philippines, Argentina, and Peoria, Illinois. Created project proposals and specifications for review and approval by management. Made presentations to clients and had daily interaction in a client/consultant setting requiring professionalism and customer service.

Owner, NRL Consulting
2001-2003

Owner of NRL Consulting focused on information technology for small businesses in the Columbia, Missouri area. Program design and specification, process improvement, customer service focus, and sales. Maintained client relationships through top-notch customer service.

Support Team, Educational Technologies at Missouri
2000-2003

Customer service focused position meeting with professors at the University of Missouri to solve computer issues onsite. E-learning techniques and project development skills were also utilized and developed.

Study Abroad
2000

Studied Business Law and International Human Resources in Italy for four weeks and then traveled extensively throughout Europe for two more weeks.

Dierberg's Markets
1996-1999
    • 1997-1999 Checker
      • Highly trained in customer service and in operating a computerized register.
    • 1997-1999 Grocery
      • Shelved groceries, kept shelves faced, helped customers with their needs, and received the nightly load.
    • 1997-1998 Dierberg's Markets Student Advisory
      • Representative for the Four Season store for quarterly meetings at the company's headquarters.
    • 1996-1997 Courtesy Clerk
      • Won the “Best Bagger” award for the Four Seasons Store and became the Courtesy Clerk Trainer for the store.

LEADERSHIP EXPERIENCE:

  • 2001 President of Alpha Kappa Psi – Upsilon Chapter

As President, led a 13 member Executive Committee and 115 member chapter with a theme of "managing change"

  • 2001 VP of Membership Alpha Kappa Psi – Upsilon Chapter

Working hand-in-hand with a co-VP of Membership we boosted the pledge class from an average of 25 pledges to 80 and initiated 50 new members into a chapter with a previous membership of 65.

  • 1998-1999 President of Truman State Men's Lacrosse

Lead the formation of the team and helped the team gain membership in the Central Collegiate Lacrosse Association (CCLA).

  • 1997-1998 President of Parkway North's DECA Club
  • 1997 JV Captain of Parkway North JV Lacrosse Team

AWARDS AND MEMBERSHIPS:

  • 2002 University of Missouri College of Business Entrepreneur of the Year
  • 2000 Webmaster for Columbia Holdings
  • 2000 Webmaster for Alpha Kappa Psi
  • 2000-2001 On Executive Committee of Alpha Kappa Psi
  • 2000-2003 Member of Alpha Kappa Psi – Upsilon Chapter
  • 1998 Placed in regional and state DECA competition and went to nationals
  • 1997 Attended Leadership Academy with DECA at regional, state, and national levels.