Dorie Driscoll Email & Phone Number

Reconciled data for 12,550 TIAA-CREF Plan Financial Report packages used by clients in completing their annual Form 5500 for ERISA compliance purposes, an increase of 75% from the previous year due to legislative changes. Analyzed data extracted from OmniPlus, reported data discrepancies, and suggested solutions for repair. Manipulated and compared.

• Managed disbursement processing teams for pension plan distributions such as: retirement loans, lifetime annuity, minimum distribution, and single sum options, in accordance with federal regulations and client-specific.
• Reduced processing time for single sum and loan disbursements from 7 days to 1 day.
• Reduced transaction costs by 50%.
• Maintained the lowest percentage (5%) of service complaints during a platform transition.

• Led the successful startup of a Plan Administrator call center as the company expanded to a third site in Charlotte, North Carolina. Conducted monthly customer call evaluations, provided service performance metrics.
• Call handle time exceeded larger staffed centers by 5%, Quality score average (94%) exceeded goal by 4%, maintained the lowest not ready time (6 minutes) among all sites.
• Staff turnover at 0% for two consecutive years.

• Visited premier clients to evaluate service concerns and propose solutions as the primary contact for pension operations. Implemented, monitored, and reported on service improvements and/or continued deficiencies..
• Received the Chairman's Award for orchestrating the successful transfer of plan assets for a premier client.
• Developed service metrics report to identify service delivery gaps.
• Maintained a 98% favorable rating among clients.

• Project lead in the development and implementation of a windows-based tax deferred annuity calculation system, an application that calculated, stored, and mailed pension plan contribution limitations to plan.
• Delivered the first application that stored and delivered an automated marketing letter for pension maximization increasing plan participation by 25% and decreased processing time by 50%.

Presented technical federal regulations regarding qualified and nonqualified pension plan contribution limitations to individual clients and groups. Trained staff and increased the team size from 2 to 12 associates. Handled complex plan limit calculations and responded to customer complaints and service deficiency issues. Kept regional office consultants.