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.

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.
• 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.
• 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