Client Management• Managed 20+ Clients, completed all tasks that are used to drive productivity while reducing costs of business• Guided the creation of client relationship software• Constructed standard operating procedures for major company processes• Responded to client’s questions or requests by providing guidance, solutions, and resources to find resolution• Consistently exceeded expectations of clients as well as met all turnaround timeframes• Grew business significantly from referralsReporting/Analysis• Developed monthly and annual reporting for clients using Microsoft Access and Excel• Led project to develop additional reporting through a custom web application created by Jace Solutions Marketing/Branding• Designed email marketing campaigns and documentation for small businesses• Produced documentation that was used for employee/team support as well as advertising a commercial message to a group of potential clients or current customers Office Management• Established an expense tracking process for accounting and tax preparation for clients and business• Utilized Access and Excel to manipulate data and create reports for clients• Combined multiple online tools to simplify time tracking and invoicing• Provided excellent customer service and business consultation

-Provide outstanding customer service to inbound callers while responding to their inquiries and requests on 401k Retirement Accounts-Seek opportunities to educate customers to take ownership of their needs and maximize their retirement benefits-Consult and educate customers to achieve beneficial outcomes for their retirement savings-Reference multiple on-line resources effectively while simultaneously conversing with customers-Mitigate risk while adhering to quality procedures and ensuring compliance with regulatory requirements-Obtain and capture feedback from customers to help identify customer experience improvement opportunities-Partner across the organization to deliver world-class service and ensure continuous process improvements

-Responds to end user questions or requests by providing guidance, problem solution, or contacting appropriate resources to solve the problem-Keeps customer up to date about new developments, processes, solutions, and promotes OSS initiatives-Exercises appropriate problem solving standards to identify and understand a problem, analyze and communicate impact, and bring to timely resolution-Created report structure to track and present daily issues provided by my team

Quality Control Specialist, November 2006- May 2008- Implemented new call monitoring procedures, supported management staff with ongoing trainings- Designed an iterative proof of concept reporting software for delivery to internal software development team using Microsoft Access and Excel- Audit outgoing phone calls for compliance with Risk- Recommend improvements in call monitoring process to drive consistency and increase customer satisfaction- Monitor 300 calls monthly to identify trends and provide analysis of data to management staffAssociate Trainer, December 2005- March 2006-Developed administration tools with various MS Office programs to organize training schedules and documentation-Assessed the need for additional training of associates and facilitated refresher courses on applications i.e. FPRS and CA1Associate Coach, May 2005- December 2005-Supported associates by providing feedback and offering solutions to improve their skills Offered tools that helped to increase their call qualityCustomer Service Representative, September 2004-March 2006-Provide outstanding customer service to inbound callers while responding to their inquiries and requests on 401k Retirement Accounts-Seek opportunities to educate customers to take ownership of their needs and maximize their retirement benefits-Consult and educate customers to achieve beneficial outcomes for their retirement savings-Reference multiple on-line resources effectively while simultaneously conversing with customers-Mitigate risk while adhering to quality procedures and ensuring compliance with regulatory requirements-Obtain and capture feedback from customers to help identify customer experience improvement opportunities-Partner across the organization to deliver world-class service and ensure continuous process improvements