Alyce Mui Email & Phone Number

Greater Denver Area

• Client-focused relationship manager dedicated to broadening our brand and developing relationships with our customers. Acted as the point of contact between National Account Managers, partners and home office teams to.
• Actively resolved issues with internal and external parties to maintain, retain and develop strong partner relationships including support for external account managers on product-related information; ensured highest.
• Managed relationship between Great-West and our RIA firms including Charles Schwab and TD Ameritrade; addressed advanced markets inquiries to help drive sales, ran illustrations, & coordinated product exceptions
• Served as a project manager regarding partner requests; developed and coordinated strategic relationships with executives and key personnel in assigned firms

Greenwood Village, CO

• Managed a team of 6 responsible for the research and resolution of all trading issues, accounting entries and any adjustments related to mutual fund trading and fund eliminations
• Streamlined manual reporting, resulted in cost savings of $3,600 annually and 60 hours of processing time
• Supervised the reconciliation of fund eliminations, plan terminations, and plan deconversions; ensured that trailing dividends, transfers-in-kind, and other adjustments were completed accurately.
• Ensured team performance met and exceeded department goals, prepared reports measuring performance, including monthly management reports for both outstanding aged items and gain/loss reconciliation

Greenwood Village, CO

• Served as the primary contact for the American Funds block of retirement plans, developed client relationships, and managed plan administration for our partner.
• Implemented call routing enhancement for the service center; resulted in decreased call waiting times to ensure that all calls were answered in an expedient manner.
• Researched and responded to client retirement plan inquiries, resolved complex situations and requests.
• Promoted client retention and identified opportunities to build and strengthen existing relationships with American Funds.
• Collaborated with internal partners to address questions on compliance, audits, tax reporting, commissions, plan terminations and investment options.

• Managed and developed a team of 12 Operations Associates in the Individual Markets-Variable Annuities Department.
• Implemented improvements on the IRA Cash team to increase operational efficiency, resulting in a cost savings of $80,000.00 annually.
• Successfully transitioned the Variable Annuities Team from Regina, Canada and increased processing accuracy by 33% the first month and 77% the following month.
• Executed departmental changes to improve inefficiencies on the Disbursements Team, resulting in an increase in processing efficiency by 20%.
• Actively involved in second century initiatives with a goal of retaining assets at Great-West.
• Promoted to Manager in 15 months from Assistant Manager Position.

• Provided superior customer service to both internal and external clients, was promoted to the Premier Broker Team after four months of experience.
• Performed welcome calls and consults on new and transfer 401(k) plans.
• Coordinated timely and accurate preparation of plan documents.
• Facilitated the transfer of plan assets and records with prior carriers.

• Managed and actively developed 10–12 representatives and 10–15 new hires.
• Increased team accuracy by 72% across three corporate sites by analyzing internal processing trends and developing specific action plans for representatives.
• Improved processing accuracy 65% above the current standard by effectively communicating and emphasizing expectations.
• Managed top performing team to achieve an additional increased call quality of 7%.
• Built strong cohesive teams by communicating business expectations, actively mentoring, constructively managing change and coaching difficult employees.
• Decreased significant turnover by improving and executing a strong mentoring program. Average tenure for the department increased from 1.08 years to 2.44 years under my leadership. Average tenure on team is 2.79 years.

• Career development and oversight of Representatives on the Mentor Team, supervision of the mentoring process of new recruits.
• Restructured curriculum for Mentor Training Program that accelerated the amount of time for new team members to be fully productive and meet required standards.
• Initiated creative ways in workforce planning to enable mentor training during high call volumes without compromising client support.
• Demonstrated personal teamwork and integrity by working hand in hand with direct reports during peak business times through answering calls and processing financial items.
• Proactive leader in engaging employees related to motivational activities and non-monetary recognition that resulted in increased morale and performance.
• Successfully resolved employee issues and managed performance development for a team of 12-15 employees.

• Serviced inbound calls from investors and their financial consultants. Contributed to new hire training and development.
• Decreased new hire costs in excess of $125K by coaching underperforming employees through observation and creation of an individualized development plan.
• Increased internal efficiencies by updating legal policies and procedures with Dealer Services to streamline approach to access company information.
• Created job aids, provided legal updates and communicated changes related to retirement products.
• Accelerated new hire learning by developing multiple job tools and references resulting in achievement of metrics and decreased turnover.