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 financial report package, identified data problems, and suggested solutions for data repair. Manually built plan reports used to re-verify delivered ERISA reports, performed regression testing to validate code changes and confirm data repairs. Footnoted discrepancies and adjusted beginning, ending, and interim transaction balances within plan year timeframes.

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 plan rules. Successfully transitioned disbursement teams to the OMNIPlus recordkeeping platform. Prepared and communicated monthly/annual production and performance metrics to staff members. Represented pension operations in internal/external audits and process walkthroughs for SAS 70 controls. • 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, unit rankings, and coached staff. Created and adhered to unit’s operating budget. Served as project lead and managed subject matter experts with regard to mapping call center data elements, workflow process, and the conversion of plan-specific service level agreements during a recordkeeping platform transition to OmniPlus. Resolved plan administrator service concerns with regard to enrollments, disbursements and communicated regulatory change impacting plan design. Hired and trained a fully functional call center staff three months ahead of scheduled timeframe.• 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. Resolved ERISA Form 5500 reporting discrepancies in coordination with client's auditor for final certification. Ensured that plan contributions, distributions, and plan transfers were transacted in an accurate manner and according to plan rules and service-level agreements. • 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 administrators and participants. Provided business technical requirements and led subject matter experts on screen designs, data warehousing, and mailing capabilities.• 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 apprised of any service-related concerns from clients.