Lead Estate Management Team of up to 18 specialists including a team leader to ensure accurate and timely payouts to beneficiaries of IRAs. Drive performance to meet goals, set workflow priorities and monitor quality and productivity metrics, build and empower a high-functioning team, lead and participate in strategic projects, coach, implement efficiencies and procedural updates, hire and onboard, resolve complex case-processing scenarios, and serve as trusted adviser.

Pursued this part-time role to keep customer service skills current while caring full-time for a family member during the pandemic. Provided customer service for two multinational companies by phone, working remotely from home office. Assisted inbound callers on weekends and evenings by ordering replacements for recalled electronic devices, activating new devices, guiding through web sites, utilizing package tracking systems, answering questions, troubleshooting, and escalating service issues. Consistently met exacting standards for call quality, schedule adherence, and availability to callers. Perfect attendance.

During pandemic opted to provide full-time care for a family member with developmental disabilities. Manage all affairs of special-needs adult including coaching on life-skill and social-skill development, providing medical-care oversight, implementing behavior-management plans, and coordinating therapies. Provide meals and transportation and advocate for services. Returned to part-time caregiving role March 15, 2022, after starting new full-time position as a Manager in the Retirement Services Department at JP Morgan Chase in Indianapolis, IN

Pursued this role to return to direct customer interaction for a time and to gain opportunity for Series 7 and other licensing to continue career in financial services and leadership. Helped beneficiaries claim inherited securities from brokerage and retirement accounts, by phone, online, & e-mail. Leveraged emotional intelligence, active listening, relationship building, knowledge about estates, trusts, financial products, & tax reporting to meet client needs. Assisted department in meeting service goals by observing phone metrics and efficiency standards. Selected for and completed Schwab's leadership program.

Led team of accounting associates for Separate Accounts used in maintaining retirement plans including unit pricing, trading, reconciliations, and financial reporting. Ensured continuous improvement, staff development and planning, and performance assessment. Served on project teams dedicated to keeping operations, procedures, and systems current.

* Oversaw daily operations, call volumes, service levels and overall management of the floor by monitoring real-time performance of agents and reviewing reports* Led change & continuous-improvement | Kaizen events. Executed plans to streamline calls handled by call center & expedite routing of client requests, improving service, lowering costs.* Executed strategic initiatives by applying project-management concepts, teamwork * Supported agents' daily work and execution of strategy that advanced business growth, customer loyalty, and company's brand* Mentored team managers and taught basic management skills to newer managers* Led peers in creating and implementing best-practices tools for accurate processing of investments, new account setup, and account transfers. * Developed, coached & assessed performance of professionals who provided service to retirement plan administrators, trustees, advisers, and participants

* Managed account for accurate investment & retention of $80 million in new business* Led teams and individuals who provided superior service to investors, financial advisers, retirement plan administrators, and trustees throughout the U.S. * Assessed agent calls & processing for quality assurance, compliance* Measured team effectiveness by monitoring quality metrics (adherence, accuracy, productivity) to ensure meeting goals set by leadership* Solved problems by using expertise, knowledge of mutual fund industry, financial products, retirement and 529 plans, legal and regulatory concepts, policies* Resolved escalated customer service issues and provided timely resolutions that met client needs and mitigated risk.* Promoted a positive work environment, shared best practices, developed employees’ skills and enhanced performance through training, providing feedback, conducting side-by-side coaching, role playing, demonstrating the expected approach concerning quality, reliability, and productivity to drive achievement of goals. * Facilitated meetings to update team members on expectations, changes to policies, procedures, business objectives, departmental functions and requirements, and compliance with laws and regulations.* Conducted hiring, quality reviews, performance assessments, and rewarded contributions* Utilized individual team member's goals, tools, and resources to create development plans* Addressed performance gaps by implementing improvement plans and disciplinary action as necessary

* Leadership asked me to join Information Technology project team assigned to resolve backlog of system enhancements and defects as part of short-term assignment.* Wrote requirements, guided developers, validated test results for system updates that included adding three new mutual funds to system used to maintain investor accounts.* Led collaboration with stakeholders to identify requirements for system enhancements for tax reporting, tax withholding, masking of tax-identification numbers, and monitoring unprocessed work. * Conducted root-cause analysis to understand system problems and recommended solutions. * Demonstrated and explained system-enhancement prototypes and final products* Efforts improved service, compliance with regulations, risk mitigation, efficiency, cost effectiveness