Managed daily activities of 18 Service Account Managers (SAM).Duties included: hiring, training and managing their professional development to create a highly functioning team adopting COPC benchmarks as a COPC-RC.• Created new coaching and monitoring format for separate divisions aligning each with their key support areas to improve communication and quality of calls and e-mail ensuring an overall efficiency in response and processing time of 80%.• Developed and implemented programs for SAM’s, which included incorporation of motivational techniques, providing incentives to reach goals and monitor team progress, resulting in the attainment of a 90% customer satisfaction status.

Primary contact for corporate customers supported by national sales manager.Duties included: creating and providing customized detailed reports for customers based on inventory usage, job posting activity and resume search results to maximize return on investment.• Created department-adopted database template of records for over 4,000 account users from 17 corporations providing a solitary source of information shared by customer contacts and sales manager.

Instructed basic through advanced courses on investment vehicles, the relevant regulations, laws and rules to new and existing employees.Duties included: creating job aids, training guides and evaluations to facilitate classroom sessions resulting in readiness of employees to process financial and administrative requests. • Co-developed and implemented new procedures for converting group retirement plans to a new support system (TRAC), and educated teams on how to follow and administer the procedures which reduced conversion time and employee labor by 2 weeks per conversion.• Streamlined outline and structure for advanced retirement plan class reducing class length by 3 days eliminating excess time away from responsibilities and maintaining productivity.

Maintained relations with plan and individual contacts and ensured their comfort and understanding of the products and services supporting their retirement plan.Duties included: educating shareholders, Brokers, Third Party Administrators, and Trustees about products and services offered by American Funds and processing oral and written requests pertaining to their accounts.• Received special recognition and retained patronage on two $3MM+ accounts for providing superior service and maintaining their retirement plan with accuracy and dedication.• TRAC SME/trainer (Systems Maintenance Expert) for the system which supports corporate retirement plans providing support and guidance to newly-trained TRAC associates to ensure maximum support competence to utilizing customers.