Brett Swing Email & Phone Number

United States

Requested by the VP or Retirement Plan Services to take led this team of 7 professionals and 1 team lead across 3 groups that support Retirement Plan Services operations, data reporting, project org readiness support and complex transaction processing for Lincoln products, contributing to organizational and enterprise projects that drive efficiencies and process improvements. -Ensure monthly Sub-ta and gross pricing revenue is reviewed and paid out correctly on timely. -Implemented automotive processes to improve efficiencies and reduce manual work to avoid errors. Having macros built into excel to reduce manual manipulation. -Handles highly visible yearly projects that involve 1,000s or retirement participants and payouts of more than a million dollars.

-Led a team of 12 professionals, 4 quality auditors and 1 team lead in two departments that supported the underwriting of new client contracts and agreements and maintaining any changes or updates. Worked closely with Implementation partners and Account Managers to ensure timely and efficient onboarding of new clients with Lincoln Financial and addressing contract exception requests. -Mitigated risk of manual entry of new agent setups by automating the process to ensure 99% of all web users were processed correctly. -Implemented reporting process for all setup and maintenance work completed and audited monthly. Reports were shared with senior leadership for insight. -Supported team during staff shortage by working side-by-side with them in the queues to ensure all work was completed and audited on time.

Fort Wayne, Indiana, United States

Led a team of 18-24 senior call center representatives that handled retirement plan calls from our large market clients that was worth over $100 million dollars. This included our very own Lincoln financial retirement plan. -Ensured ‘white glove’ service was provided to each caller. -Completed accurate audits on transactions over 100k, 500k, and 1 million dollars. -Developed team members to ensure we met the highest SLAs in the call center, achieve the highest levels of quality and lowest escalation rate.

Fort Wayne, Indiana, United States

Led 4 teams that supported the call center, a 3-person escalation management team, 7 team-leads, and a 4-person research team that supported daily escalated calls that came in through the call center, all work items needing an in-depth analysis and supporting the entire call center with the team-leads. -Implemented high-dollar manager reviews to ensure transactions over 100k were processed correctly.-Escalation management: Reduced escalations in 2021 by almost 60% -Developed all team-leads for future career opportunities through consistent leadership, goals, and training opportunities.

Fort Wayne, Indiana, United States

• Co-developed and later managed our work from home initiative in 2017 before work-from-home was ‘cool.'• Initial remote ‘hub’ in Boise, ID where 10 representatives were hired, onboarded and trained completely virtually.• Expanded remote call center to Utah, Texas and New Mexico.• Department Avaya Expert on setup and usage.

Fort Wayne, Indiana

• Co-developed and managed the departments first in-house bi-lingual call center.• Managed recruiting and hiring for all of the call center alongside HR representative for close to 4 years. Including, attending job fairs, writing job descriptions, I9 process, Day 1 orientation and all aspects of interviewing.• Developed Standard Operation Procedures (SOPs) for the bilingual department and team.• Translated necessary scripting, documents and letters to offer the best customer service in Spanish.• Handled all quality audits for bilingual calls and transactions.

Fort Wayne, Indiana, United States

• Answered 60-110 calls on a daily basis.• Maintained the highest metrics on the team.• Mentored new call-center representatives.• Introduced mail-merge for monthly letters that saved countless hours or manual work.

Monroeville, Indiana, United States

Planned, organized and implemented an appropriate instructional program in a learning environment. Prepared required reports on students and activities. Managed student behavior in the classroom by establishing and enforcing rules and applying appropriate disciplinary measures where necessary.

Fort Wayne, Indiana, United States

Responsible for sales in the camping department. Regularly trained on vendor products to best serve the customers. Interacted with customers to help them find the products they needed for their outdoor adventures. Managed purchases, returns and exchanges.

Fort Wayne, Indiana, United States

Scheduled appointments with customers throughout the week for myself and the other technicians in order to install or repair security systems in clients’ home in an orderly and timely matter. Taught homeowners how to operate the systems and protect their family. Trained and managed new technicians that joined the Simplx team.

Master Of Science, Human Resource Management, Human Resources Management And Services

Bachelor Of Arts - Ba, Spanish Language Teacher Education