A home improvement, renovation, and design business that averages $2000 in revenue monthly and reaches to clients all over Columbus, Ohio. Services range from minor cleaning and light repair to large junk hauls to air duct and ventilation cleaning. I manage the day to day operations of our technicians and maintain contact with past clients through CRM

Primary point of contact for Brokerage General Agencies (BGAs) in the progression and approval of new business life insurance policies. Effectively communicated and explained requirements to clients, ensuring the collection of necessary documentation. Liaised with underwriters to clarify underwriting requirements for each case. Coordinated with stakeholders to ensure timely and accurate completion of all necessary documentation. Streamlined and improved the new business life insurance policy issuance process through collaboration with internal teams

Led process improvement initiatives and project management efforts to overcome system limitations and implement new firm policies and state regulations. Conducted User Acceptance Testing (UAT) for new systems, ensuring adherence to business requirements. Oversaw all advisor compensation operations, process improvement projects, and policy implementation for the entire firm, managing a team of 30 people. Revamped support for general commission compensation issues, aiding decision-making processes. Conducted regular meetings with the Office of Business Management, IT teams, and upper management to implement much needed transparency and system updates related teaming practices using big data and Tableau to ensure policy changes reflected in technology. Ensured compliance with FINRA state registration guidelines and proper advisor transactions on client accounts. Standardized processing of manual revenue, credit rate, and deferral adjustments in accordance with SEC guidelines for government entity accounts.

As part of the firms most visible operations teams, provided high-level support to private wealth management business lines, including retirement support, new account opening procedures, account surveillance and fraud, online web assistance, and branch policy and procedure support. Streamlined processes for complex technical issues through the design and implementation of a data analysis tool using VBA. Acted as the team's technology expert, addressing and resolving system and technical issues. Managed support for six business lines, ensuring smooth operations and adherence to policies and procedures. Identified areas for enhancement and implemented effective solutions to contribute to process improvement. Collaborated with Wealth Advisors and staff to provide comprehensive support and assistance with client accounts and inquiries. Maintained up-to-date knowledge of industry trends and regulations to ensure compliance.

Conducted research and testing to determine system utilization requirements. Provided guidance and support to advisors on production systems through user documentation. Trained and onboarded new employees on critical Microsoft products. Conducted training needs assessment and identified opportunities for process improvement. Led the team in the absence of management, handling identity and access management (IAM) requests, escalations, policy transparency, and process improvement efforts, ensuring compliance with organization standards and legal regulations. Collaborated with other departments to address knowledge gaps and contribute to various implementation initiatives of new systems.

While a Business Systems Analyst, took on additional responsibility of guiding Financial Advisors and assistance through the Life Insurance and Annuity licensing processProvided troubleshooting assistance with procedure in submitting required materialsWorked with carriers to ensure that proper product trainings and appointments reflected in ticket submission systemAddressed challenges other team members had concerning special issues

Communicated with customers through various channels to address and resolve client complaints related to online and banking issues. Provided prompt and effective solutions to ensure customer satisfaction. Organized and maintained records of customer interactions, transactions, comments, and complaints. Managed and reported talk time statistics, successfully achieving an average decrease of 15%. Interpreted value-added service statistics to identify and communicate Key Performance Indicators (KPIs) and processes that required improvement. Collaborated with the team to increase overall participation.