Managed team of 18 – 22 contact center employees providing service to over 3.5M participants within company-provided retirement plan vehicles. Interviewed and hired more than 150 candidates for new hire classes that ranged from 10 – 30 new employees.• Worked with internal partners developing policies and procedures for contact center, providing world class customer service to all participants.• Coached and developed team, conducting monthly one-on-ones, side-by-sides, training, team… Show more Managed team of 18 – 22 contact center employees providing service to over 3.5M participants within company-provided retirement plan vehicles. Interviewed and hired more than 150 candidates for new hire classes that ranged from 10 – 30 new employees.• Worked with internal partners developing policies and procedures for contact center, providing world class customer service to all participants.• Coached and developed team, conducting monthly one-on-ones, side-by-sides, training, team meetings, and daily interaction with team members.• Handled all transactional escalations, maintaining reputation of Wells Fargo as leader in customer service. Show less

Served as direct contact for clients regarding company-provided retirement plans and worked with relationship managers making sure client needs were met. Managed 10 plans and led virtual team of internal partners making sure requests were completed accurately and quickly.• Signed off on all ADP testing, 5500s, quarterly statements, and plan document information, ensuring timely and accurate information for plan profiles used by internal partners.

Answered participant calls in fast-paced environment for over 3M participants.• Took over resolution tasks within first 9 months of joining, working with internal departments answering complex questions escalated from general representatives.• Exceeded performance expectations, delivering excellent customer service.• Developed strong knowledge of different retirement vehicles companies provide employees, learning through use of resources and training.

Covered 6 sites and provided back-up support for each location or assisted when additional assistance was needed.• Learned each site’s policies and procedures in rapid manner, allowing seamless flow when filling in or providing additional assistance.

Managed team of 3 individuals supporting defined-benefit companies.• Provided exceptional customer service, serving retirement benefit company clients.• Trained and mentored new and existing employees, building strong team.

Provided exceptional customer service to client in distribution-type area. Main contact for largest retirement plan coordinators for all outgoing mailings.• Completed copy and print requests, making sure deadline requested were met.• Provided client with above-and-beyond service, ensuring customer needs were always met.