• Collaborated with the data governance team to elevate quality and performance levels of incoming data, establishing a high level of data quality awareness among executive and cross-functional teams.• Conducted weekly data cleansing by identifying, assessing, and resolving data quality issues, resulting in a 20% improvement in data quality and ensuring consistent accuracy of data records.• Utilized data file manipulation and reporting techniques to provide clients and stakeholders with detailed insights, driving better-informed decisions and achieving a 95% satisfaction rate in data reporting.• Measured and reported on the progress of data quality improvement to management, resulting in improved resource allocation and better business outcomes.• Partnered with Lexis Nexis to identify data gaps and opportunities for data cleansing, leading to a 25% reduction in data inaccuracies and ensuring compliance with data privacy and protection laws.• Fostered strong relationships with users across the firm, regularly engaging with them to resolve data quality issues and prevent future incidents, resulting in a 90% reduction in data errors and increased data accuracy.

• Mitigated risk exposure by reviewing alerts, reports, and other information, and initiated contact with members to verify account activity related to fraud prevention and security, resulting in a 25% reduction in fraudulent activity.• Coordinated chargebacks and collected evidence to prove fraud with various third-party vendors, including Amazon, banks, debit card companies, and healthcare financial accounts, ensuring the recovery of$500K in fraudulent losses.• Designed and implemented fraud prevention strategies, leading to a 40% reduction in potential fraud patterns, while also supporting other risk management programs to mitigate potential fraud patterns as they developed.• Led the fraud investigation progression by collaborating with the internal team, client, third-party vendors, and other internal parties to ensure seamless delivery of specific tasks, special projects, and participant issue resolution, achieving 100% case resolution rate.• Streamlined the workflow and throughput of potential fraud cases and data flow, freeing up more efficiencies for the operations team and increasing productivity by 35%.• Led the charge on new processes, developed and conducted training sessions as needed for various internal and external groups, resulting in increased Mainframe efficiency and a 30% reduction in fraud cases.• Acted as the subject matter expert (SME) for Mainframe, resolving complex issues and developing innovative solutions to improve system performance.

• Analyzed clients' business processes to identify workflow deficiencies, evaluated systems, and created recommendations that improved procedures, resulting in enhanced efficiency and a 25% reduction in overall processing time.• Collaborated with cross-functional teams, including clients, relationship managers, and system programmers to gather business requirements, design solutions, program technical specifications, conduct and document testing, validate requirements, and implement process-enhancing applications, resulting in a 30% increase in system efficiency and a 40% decrease in error rates.• Researched and solved complex end-user issues and global issues impacting various customers, ensuring a 90% resolution rate for high-priority issues.• Generated various auditing, forecasting, and trending reports for internal and external customers in Excel, providing accurate and timely insights to inform business decisions.• Successfully completed various cyclical event processes, along with multiple specialized projects on behalf of the customer and/or carrier, exceeding project goals and client expectations.• Coordinated with other departments to provide holistic support for the customer, especially for escalation issues, ensuring a seamless experience for the client.• Trained and tested call center employees to prepare them for incoming participant issues, resulting in an 80% increase in first-call resolution rates and a 90% increase in customer satisfaction.• Identified and managed the resolution of issues related to systemic and process issues as it related to client satisfaction, driving continuous process improvement and ensuring the delivery of high-quality services.• Successfully managed the conversion of approximately 80,000 participants within three plans and brought across clean data, ensuring data accuracy and timely completion of the project.

• Managed relationships among clients, fund managers, trustees, and the service center, ensuring seamless communication and collaboration to meet client expectations and improve customer satisfaction.• Collaborated with clients to develop an effective conversion strategy, resulting in a 30% reduction in conversion time and increased accuracy.• Developed and maintained process flow documentation, special project tracking logs, administrative summaries, and standard operating procedures to streamline processes, improving operational efficiency by 40%.• Created a training program for incoming team members, increasing onboarding efficiency by 50% and ensuring that new team members were fully trained in 30 days.• Produced and quality-assured quarterly participant statements for multiple clients 15 days ahead of the SLA deadline, exceeding expectations and increasing client satisfaction by 25%.• Ensured 100% compliance in meeting the 48hr client escalation turnaround, ensuring timely resolution of customer issues and increasing client satisfaction.

• Acted as the primary point of contact for clients, fund managers, trustees, interested third parties, and the service center, ensuring effective communication, timely issue resolution, and increased client satisfaction.• Managed projects using offshore resources, delivering high-quality results within budget and meeting or exceeding project timelines.• Developed and maintained process flow documentation, administrative summaries, and standard operating procedures to streamline processes and train service center team members, resulting in a 30% increase in operational efficiency and a 50% reduction in error rates.• Oversaw the daily fund valuation process, worked with fund managers to ensure accuracy of trades, reconciled accounts, and interacted with clients to report daily plan activity, ensuring timely and accurate reporting and increasing customer satisfaction.• Gathered requirements from clients to create specifications and test plans, created test data, conducted client interface testing, moved to production, and performed post-implementation fixes, ensuring compliance with project requirements and delivering high-quality solutions.

• Manages the conversion process and first 401(k) contribution of Small Market 401(k) plans from their prior record keeper to ADP Retirement Services.• Works with internal sales to complete conversion and new 401k sales and plan-design paperwork.• Builds relationships with internal sales as the main point of contact for 401k implementation between internal teams.• Keeps an ongoing relationship with the Plan Administrator, District Manager, Financial Advisor and Conversion Manager throughout the process to ensure a smooth conversion.• Creates and distributes electronically-generated status logs for distribution to Sales.• Holds weekly sales calls with each respective region regarding status of both unapproved and approved plans.• Trains clients through webinars and provides personalized guidance on how to use the new 401k.• Assist client with the set up of the first ADP 401(k) deduction using the various ADP payroll products as well as entering the deductions online for those who do not use ADP payroll.

• Worked in order room for securities from the negotiated market not listed on an exchange and regulated by the NASD.• Received Order Tickets completed by a broker (once received by the client) from securities orders transacted via telephone and computer network.• Updated database with received completed order tickets. Computer database then makes the trade and sends the order to a specialist completing the client’s transaction.

• Developed and sustained daily client relationships ranging from single service clients to large scale clients with total benefits administration and multiple plans.• Managed a 3-person team and provided daily support, professional development and direction to team members.• Acted as project manager for all ongoing daily deliverables including: financials, process improvement and implementation of special projects.

• Assisted Fortune 500 Clients with the design and administration of savings, profit sharing and stock plans, and performed automated record keeping and daily valuations for these plans.• Conducted valuations, processed transactions, troubleshot inaccuracies in data, reconciled accounts, coded and manipulated proprietary software system, and served as client liaison.• Structured and executed market and trust transactions for 401(k) plan participants.