Exhibited excellent project management skills in order to maintain relationships with new client contacts and third party resources while participating in site visits and scheduled meetingsMonitored and tracked project readiness status and progress. Reported this information to senior management and escalated issues as appropriate. Strong presentation and facilitation skillsUtilized creative skills to develop training documents by using Microsoft PowerPoint and other Microsoft tools (Word, Excel, and Visio) Implemented training, procedures, and client communications on high profile clientsCompiled data, generated, and analyzed reports for the client and internal Implementations groupGathered and tested requirements to ensure quality results and identify possible trendsContributed and collaborated on special projects with the process improvement team and delivered ideas to upper management

Responded to participant calculation/retirement inquires and delivered problem resolutionHandled escalations from client contacts, customer service, and client service managersMentored new hire associates and interviewed new candidates Identified and assisted in implementing Operations process improvements

Prioritized and managed appropriately 200 retiree initiations ensuring their 401K, pension, and medical benefits are handled in a timely mannerPresented retirement benefits coordinator demonstrations to potential new business clientsCollaborated with all Fidelity practices and management levels to streamline and better improve existing procedures

Addressed participant inquiries, modeled benefits, reviewed retirement forms, and assisted customers by navigating them through the company’s online toolsWorked with Operations to resolve complex issues by taking ownership of each and every callMonitored calls and administrated performance review measures for pension new hires