Responded to inquiries from clients and provided financial advice to drive fiscal growth.Updated account information to maintain customer records.Maintained customer satisfaction with forward-thinking strategies focused on addressingcustomer needs and resolving concerns.Offered advice and assistance to customers, paying attention to special needs or wants.Clarified customer issues and determine the root cause of problems to resolve product or servicecomplaints.Processed customer service orders promptly to increase customer satisfaction.Delivered exceptional customer service to every customer by leveraging extensive knowledgeEducationof products and services and creating welcoming, positive experiences.Promoted superior experience by addressing customer concerns, demonstrating empathy,and resolving problems swiftly.Promoted available products and services to customers during service, accountmanagement, and order calls

• Communicate directly with our clients (Financial Advisors/Professionals) by phone/email.• Meet on a weekly/bi-weekly basis with Advisors to capture concerns and provide resolutions forescalated issues.• Provide Coaching and feedback on an ongoing basis to employees• Evaluate and conduct 1 one 1 sessions on a monthly basis• Provide problem-solving support to staff• Monitor and analyze department trends and errors to improve on training opportunities• Calculate and review employee individual performance stats• Provide daily/weekly status report issues pertaining to department and/or employees• Drive customer experience to high levels of satisfaction by adhering to our corporate values

initiating contact with both internal and external clients with an emphasis on communicatingissues and potential resolutionLeveraged tax returns, IRS tax transcripts, and income documentation forcalculating loan amounts and tax liabilities on various annuitiesProvided client service and administrative support for various client segments includingRetirement Annuities (RA), Supplemental RetirementAnnuities (SRA), Group Retirement Annuities (GRA), Individual Retirement Accounts (IRA), TaxOperations, and Survivor BenefitsPerformed daily processing of transactions varying in complexity (e.g., Qualified DomesticRelations Order QDRO accounts) while adhering to federal and state-mandatedguidelines/regulations for plan withdrawals or pay-insLead client service representative for Florida Optional Retirement Plan (ORP) representing allFlorida Institutions and Universities, with over 25,000 TIAA-CREF pension participantsPerformed calculations for transactions involving hardship requests and pro-rata payments