• Assist in overseeing daily operations and ensure smooth functioning of the Member Experience department.• Monitor and evaluate the performance of operational staff while providing guidance as needed. • Analyze operational data and reports to identify trends, issues, and opportunities for improvements. • Implement and maintain operational policies and procedures to comply with regulatory standards. Perform audits and reviews to ensure compliance and quality standards.• Act as Agent Liaison as the connection between associated agencies, members, and the organization.

• Assist Plan Sponsors in the renewal process of ERISA Fidelity Bonds, explain the requirements of the Department of Labor, and elaborate on the various products and services that are provided.• Manage digital online renewal systems, respond to client questions, and advise on the best course of protection for their businesses.• Answer incoming calls from Plan Sponsors, Brokers, Financial Advisors, and Third Party Administrators that need assistance and escalate issues as needed; Made outbound calls to Plan Sponsors and TPA’s who need to renew their policies or their client’s policies.• Work directly with Pension Professionals to ensure their clients are fully covered in their policies and walk them through the process of utilizing the TPA-specific dashboard; Develop and maintain relationships with TPA’s with an open line of communication.

• Assist Plan Sponsors in the renewal process of ERISA Fidelity Bonds, explain the requirements of the Department of Labor, and elaborate on the various products and services that are provided.• Manage digital online renewal systems, respond to client questions, and advise on the best course of protection for their businesses.• Answer incoming calls from Plan Sponsors, Brokers, Financial Advisors, and Third Party Administrators that need assistance and escalate issues as needed; Made outbound calls to Plan Sponsors and TPA’s who need to renew their policies or their client’s policies.• Work directly with Pension Professionals to ensure their clients are fully covered in their policies and walk them through the process of utilizing the TPA-specific dashboard; Develop and maintain relationships with TPA’s with an open line of communication.

• Resolved customer concerns, issues, and questions while referring issues and questions to management if necessary.• Recommended customer products and services to meet customer needs by providing positive and quick customer service.• Prepared product and customer reports by gathering data collected during customer interactions.• Processed orders and forms while working with a team of Customer Service Representatives and other departments to find appropriate solutions. • Provided general sales assistance.

• Served 150+ customers each day and maintained a clean storefront to promote a service-oriented hospitality environment, earning 95% approval rating through survey feedback. • Contributed to a positive team environment by recognizing changes in partner morale and performance and communicated them to the store manager.• Developed and maintained relationships with customers and ensured fantastic customer service which resulted in a 99% customer return rate. • Adapted to work a flexible schedule which included days, evenings, weekends, holidays, and the ability to work under pressure.

• Managed a portfolio of Job Orders across multiple high-volume projects.• Developed and maintained relationships with key client contacts at all organizational levels.• Offered subject matter expertise on industry trends, market activities, and hiring strategies.• Demonstrated industry knowledge and/or functional expertise.• Continuous cultivation and evaluation of new candidate sourcing opportunities.• Sourced, screened, interviewed, and evaluated prospective candidates.• Matched and presented a wide variety of candidate profiles and skill sets to open Job Orders under tight deadlines.• Maintained individual activity standards ensuring high-speed, high-quality service delivery.• Participated in special projects and perform other duties as assigned.

• Promoted hospitality and client care while managing a daily schedule involving up to 10 different events.• Properly and professionally managed approximately 60 high-profile personalities prior to their on-air television appearance, resulting in successful segments.• Gathered, organized, and presented essential research material to 6 anchors, including breaking news stories and other supporting materials resulting in informative and fluid broadcasts.•Maintained up-to-date knowledge of politics and current events; Handled daily deadline turnarounds of live-shows.

• Worked with a team of investigators and conducted impartial, detailed, and timely investigations on EEO-related complaints.• Interviewed 35+ complainants and company personnel daily and collected information to be analyzed. • Collected supporting documents and drafted simple and understandable reports on the findings. • Observed and analyzed the hiring and termination procedures of the companies in question. • Analyzed employee data and information to determine if the reasons for termination were justifiable.

• Extracted, analyzed, and presented complex data and created over 10 extensive Microsoft Excel sheets per day using statistical techniques.• Developed and implemented data analyses, data collection systems, and other strategies that optimized statistical efficiency and quality.• Acquired data from primary and secondary data sources while maintaining databases and worked with management to prioritize business and information needs.