Accountable for the end-to-end operational success of the spa.• Recruit, interview, onboard, and offboard employees.• Maintain employee records and specialized employee contracts.• Ensure maintenance of licensure for professional staff.• Learning management and continuing education for all employees.• Administer and document changes in titles, job descriptions, and facilitate individual employee meetings.• Process bi-weekly payroll and all benefits administration including open enrollment, IRA deferrals, and employee discount incentives.• Responsible for patient record retention.• Manage orders of products including injectables and skin care products.• Maintain standards of OSHA compliance.• Manage accounts receivable and payable.• Develop sales goals/incentives for staff.• Track and measure monthly, quarterly, and annual sales through productivity standards and growth.• Vendor management and negotiations as needed for all business and product needs.• Manage employee and patient relations to ensure a world class experience for everyone with documentation of concerns or action steps.• Assist with marketing ideas and implementation.• Monitor website updates and social media for accuracy and updating suggestions.• Network to develop mutually beneficial relationships for Azura and the community.

• Responsible for providing client advocacy, ongoing customer servicing, troubleshooting customer problems, and handling specific initiatives for multiple large accounts. I am the primary point of contact for the day-to-day customer service teams and global issue resolution. • Knowledgeable on the day-to-day activities of the Defined Benefit and Defined Contribution products and processes. • Support the virtual team leader for the services provided. • Focus on day-to-day resolution of sophisticated problems or transactions, where expertise is required to interpret policies, guidelines or processes. • Full ownership of processes, reports, procedures, and products. Primary focus is on day-to-day execution, assisting with regulatory compliance, participating in internal and client audits and helping to develop client-specific solutions based upon subject expertise.• Confident ensuring the operational services provided to a client meet my clients’ needs and meet internal and external service level agreements (SLAs).• Coordinate resolution of client and plan participant issues brought forward from plan sponsors and internal partners, and work with Client Service Managers to perform high level cost, risk and benefit analysis without compromising quality customer service.• Ensure communications across the Virtual Team of client changes or enhancements, service issues areas or risks including service level agreements and serve as an internal critical issue point of contact for client's operational issues.• Support scheduled and fee for service client reporting needs and client billing. • Identify and recommend efficiency/productivity improvements for a book of clients.

Accountable for end-to-end service for multi-line commercial insurance products.• Led an underwriting support staff of 31 associates and 4 supervisors to effectively support a strong customer focus to underwriters, policyholders, and agents.• Partnered with call center to develop best call resolutions for service calls.• Designed and implemented workflows to enable the department to meet or exceed new business production, retention, and profitability goals.• Ensured compliance with all industry and state regulations.• Recruited, selected, trained, mentored, developed, and managed performance of staff members to ensure goals were met or exceeded. • Kept staff engagement high by promoting mentorship and cross-departmental sharing of information and learning.• Developed and maintained departmental productivity monitoring.• Served as a functional expert as needed on information technology issues that impacted the department.• Partnered with other functional departments on business project implementation.• Managed workflow design changes and improvements.• Responsible for forecasting and adherence to a departmental budget in excess of 4 million dollars.

Responsible for managing 9 onshore calculation and employee resolution associates supporting 11 Clients. Accountable for training and development of both onshore and offshore resources to ensure compliance with service level agreements, IRS regulations, and providing the best customer experience in the financial services industry.• Consistently met all operational deliverables.• Worked with Client Service Managers and Operations Delivery Leads on escalated issues. • Improved turnaround times for calculations and employee resolution work items by 30% through reassigning resources and setting clear expectations.• Communicated benefit restriction information to both clients and plan participants when Defined Benefit plans were not properly funded for payouts. • Implemented new quarterly bonus program for non-exempt employees.• Participated in several Unit wide projects to decrease processing times for data service requests and minimum required distributions.• Assisted with the roll out of the Manager Toolbox and the Employee Recognition Website for the Raleigh region.

Accountable for end-to-end Client satisfaction for Fidelity Proprietary Talent Management Products including Compensation Planner, Performance Management, Talent Planning, and Learning Management (using SABA software).• Partnered with Operations and Systems Teams to execute repeat cycle compensation and change control work for Bank of America and ABB. • Responsible as the escalation point for Client issues and service recoveries. • Proactively managed Client expectations to align with the Fidelity business model and Client contracts.• Increased Client and Product load from one Client and two Products to two Clients and five Products within 2 years.• Improved communications by developing a weekly client meeting cadence to include latest status reports and resolutions to issues.• Set appropriate expectations when issues could not be resolved immediately. • Maintained 100% satisfaction across all products for the agreed upon Client metrics.• Conducted Client Training to educate and confirm awareness of Fidelity policies and the work intake process.• Provided cross-functional training to the staff which resulted in a 40% reduction in the number of user errors over a 12-month period.

Accountable for the daily activities of 21 onshore transaction processing associates and 15 transaction processing associates offshore in Bangalore, India. • Facilitated performance management for all onshore direct reports by developing performance plans and providing feedback at quarterly and annual reviews. • Responsible for the recruitment and training of new employees, both onshore and offshore. • Managed daily, weekly, and monthly service level agreements for more than 60 Clients. • Represented the Transaction Processing Department at meetings with the Senior Leadership Team by providing statistics and accomplishments of the Team.• Worked with the Senior Leadership Team on the development of site strategies and business contingency plans in case of emergencies, or natural disasters.• Participated in a Six Sigma Black Belt Project related to Plan overpayments resulting in saving in excess of 1 million dollars annually for the Transaction Processing Department.• Improved productivity in the department by 30% in three weeks by implementing a workflow management system to track and post associate progress. • Conducted new hire orientation and onboarding meetings.