Key responsibilities: forecasting customer demand for private banking and wealth management contact centers, and maintaining customer support through schedule organization and job specification across the country.- Report daily and monthly performance statistics to business leaders through software management, data extraction and manipulation- Collaboratively communicate detailed direction to senior business leaders on how to meet customer demand bymaximizing company resources across all contact centers nationally- Management of risk and loss to maintain quality assurance in the customer relationship function of the business- Applying strengths in trouble-shooting, problem solving, mathematical, cost-benefit, and data analysis thru Microsoft Access and Excel capabilities, interpersonal communications, and teleconferencing

Key responsibilities: report and analyze daily performance of customer service associates, and create detailedschedules for all call centers in the country to maintain highest customer satisfaction possible.- Utilized configuration management software to help develop a training program for the company’s customer representatives which better enabled their skills- Appointed a team leader for helping develop a training program for the company’s customer services representatives and better enable their service and handling skills- Train in new hires and mentor on functionality of WFM system

Key responsibilities: educating and advising retirement plan participants with rules, regulations, and skillful management recommendations of their retirement accounts (401(k), 403 (b), Pensions, and other programs.- Utilizing exceptional knowledge of plan designs to provide outstanding customer service to clients- Administer loans, withdrawals, and final distributions from retirement accounts and inform account holder of applicable IRS laws/regulations for the transactions- Mentor trainees and new hires, assist and train other representatives with implementation of new procedures