Brittany Himely Email & Phone Number

Charlotte, North Carolina, United States

Direct 25+ representatives in a call center and operations setting. Supported several employer plans, Third Party Accounts (TPAs), and in-house IRA products. Responsible for reviewing volume and predicting the need for staff. Provided feedback and coaching, as well as annual reviews for direct reports.Key Contributions:• Managed KPIs and SLAs for several call queues• Prepared and coached several representatives to be internally promoted• Worked closely with HR to evaluate appropriate staffing, recruiting, interviewing, and hiring• Worked closely with senior management to brainstorm business strategy and needs

Charlotte, North Carolina, United States

Direct 20+ representatives in a call center and operations setting. Supported a government contract to assist with retirement rollovers for the largest retirement plan in the country. Responsible for reviewing volume and predicting the need for staff. Provide feedback and coaching, as well as annual reviews for direct reports.Key Contributions:• Assisted in creating policies and procedures for a new department, including the implementation and set-up of a new phone system• Pioneered a scorecard system to measure KPIs for representatives to ensure everyone is being graded equally and fairly• Brought insight from working for a large company to assist in the growth of a smaller firm

Direct 12+ personnel in executing daily research duties in support of the Retirement Services division. Engage Unit Leads across departments to sync and enhance organizational processes. Continuously strive to provide clients with high quality, effective services which meet their needs. Key Contributions:• Participate in departmental planning meetings, manage inventory, and update Operations Procedures as needed in alignment with organizational objectives• Conceived and oversaw the implementation of process improvements to check handling procedures, requiring the drafting and adoption of additional procedures, processes, and alerts across 2 departments, and resulting in recognition by executive management for leadership throughout the implementation and a significant cost savings• Pioneered and established Standard Operating Procedures to improve tracking of decedent and beneficiary information in compliance with the IRS’s processes regarding the Fair Market Value of client accounts, realizing significant reduction in analyst overtime and payment to beneficiaries

Work in Partnership with team members to review monetary transactions and client correspondence, effectively and consistently ensuring accuracy and efficiency.Key Contributions:• Collaborated with executive leadership to formulate and distribute checklists and job aids, train employees on appropriate usage, delivering improved processes

Evaluated and investigated ATM check fraud, missing client fund claims, and engaged retail branches to identify and resolve outages while simultaneously correcting risk and process gaps within current procedures.Key Contribution:• Spearheaded the 2018 Sustainment Review and presented executive management with a detailed view of the department’s accomplishments, future goals and objectives, potential risk, and overall productivity