Grace M. Email & Phone Number

Chicago, Illinois, United States

-responsible for facilitating the strategic and tactical relationship for our Corporate and Institutional clients' Third-Party recordkeepers in order to support their Defined Contribution and Defined Benefit investment Operations.- manage and strengthen daily recordkeeping relationships for assigned book of business.-Oversee the daily participant investment activity and works closely with Institutional Fund Accounting and Daily Valuations operations team to resolve any issues on a timely manner.-reviews company stock liquidity trades for clients and acts as a reviewer of liquidity calculations and transactions initiated by Recordkeeping Relationship Analysts.-manages rebranding process for client portfolios including mutual funds and collective fund trades associated with cash movements.- responsible for providing end-to-end project management oversight for all client change events, including fund launches, fund closures, and plan restructures.

Oak Brook, Illinois, United States

• Overseeing the departments’ employee training and development• Identifying training needs for the department• Developing the knowledge and skills of a company’s workforce• Collaborate with internal departments to build relationships and to partner with them to resolve clients’ issues

Oakbrook, Il

• Innovation – created PowerPoint slides for training development to improve new hires product knowledge • Subject Matter Expert – trained 10 -12 new hires including managers in providing Alternative Investment knowledge overview• Customer Retention – managed client surveys and feedback by following immediately and with urgency, engaged multiple departments in resolving clients’ issues, and followed up thoroughly. This minimized client’s dissatisfaction and increased positive client experience• Collaboration – I worked diligently with multiple internal departments across the board in resolving client’s issues and built a great relationships with Investment Sponsors

United States

• Provided educated answers with regard to IRA requirements and IRS code, including prohibited transactions and complex investment scenarios• Built and developed relationships among other teams to encourage effective communication• Work cross-functionally with various individuals at all levels of the business, both internally, externally and to maximize service

Elgin, Illinois, United States

• Implemented a white glove initiative for Elite Clients with up to $1.5 billion in annual spend, increasing client satisfaction• Recommended changes to client’s Corporate Card Program enhancing cardholder experience resulting in a 70% Net Promoter Score, decreasing transactional declines from 15% to 5%, and helping drive the elimination of a $21 million discrepancy• Developed Application Real-Time Manager reducing application rejects from 15% to 0.5• Trained 6 program administrators to understand client key performance indicators, culture, identify program opportunities, and developed innovative solutions

Elgin, Illinois

• Point of contact for clients and internal partners• Created and delivered daily KPI’s with actionable insights to senior management on inbound calls, improving service levels• Proactively approached gaps in procedures preventing quality errors and improving client experience • Managed client calls and emails effectively and efficiently in a complex, fast-paced, and challenging work environment• Maintained high service levels and ensured the team was within service level

• Tested internal controls and policies to ensure compliance was met and passed internal and external audits• Managed up to 10-20 advisors with effective coaching, real-time feedback, assisted them in maintaining their KPIs and employee needs such as career development plans• Tracked time and attendance for payroll for employees

Elgin, Il

• Assisted in cross-functional projects to identify process gaps and increase efficiency• Created and facilitated communication of weekly team performance statistics to enhance team performance• Identified opportunities to increase customer satisfaction • Prevented credit card losses by providing assistance to card members who were experiencing financial difficulty and protecting Bank's assets.

I started as a barista for Starbucks and eventually got promoted as a coach wherein I trained new employees in following the policy and procedure of the company and to meet their standards.

This company was an outsourcing company for a telecommunications. I started as a customer service representative. Eventually got promoted as a manager wherein I did a lot of coaching employees and made sure to adhere with the policy and procedure at all times. I made sure that each employee was meeting their goals in order to attain the company's standards.

Aesthetician/Esthetician And Skin Care Specialist

Associate Of Arts And Sciences - Aas, Food Technology And Processing