Laura Pina, Cfp®, Msf , Mba Email & Phone Number

Washington, Dc, Us

Washington D.C. Metro Area

Execute diverse operation and AARP program duties in collaboration with colleagues (matrix team structure) comprised of AARP – Legal Team, Product Research & Innovation Team, Contract Management Team, Marketing Team, Relationship Directors, and Member Relations Team. Maintain quality of exclusively offered AARP Member services and products by adhering to quality assurance standards.▬▬▬▬▬▬KEY FUNCTIONS► Lead and host bi-annual livestream webinars on topics including Cyber Security and Improving Client Experience.► Monitor and report on AARP call center service – included conducting trend analysis, developing and implementing business process improvement action plans. ► Collaborated with Avis Budget Group to successfully increase NPS trend, yielding an increase in business performance efficiency.► Collaborate with upper-level management on membership-corporate needs alignment – present recommendations for balanced alignment efficiencies.► Collaborate on the request for proposal (RFP) process for featured AARP travel and financial providers.► Conduct research via various methods (trend analysis, data harvesting, etc.) to improve active AARP practices. ►Collaborate with Marketing team to Journey Map AARP Lifestyle providers and share key findings ensuring a positive member experience.► Increased AARP member experience approval by managing the implementation of business process changes based on harvested issues identified by the Member Relations Team.► Develop and provide quarterly update communications of Member Services Quality Study (MSQS) Action Plans to upper-level management. MSQS conducted to measure AARP member loyalty and incorporated product SWOT analysis results.► Joined 2013-14 MSQS Employment Engagement & Development (EED) Project.► Partner with matrix team to develop, administer and implement annual MSQS results for 4 providers.

Administered customized financial advice to 150+ AARP clients (and general public) per month on the topics of retirement planning, investments, banking products, social security rules, general taxes, life insurance resources, and debt consolidation. Deployed cross-selling techniques to existing AARP clients to generate additional revenue.▬▬▬▬▬▬KEY FUNCTIONS► Advised AARP clients/partners on legislative changes, live market condition and economic forecast that may negatively impact client financials.► Consulted management on submitted recommendations to increase membership conversion rates. ► Considered AARP’s subject matter expert (SME) on the topics of retirement planning individual retirement plans (401k and 457 plans, 403b plans), IRA’s and debt consolidations.► Trained 7 Financial Advisors on AARP’s philosophies, client need deduction, and internal software systems.► Developed new email response process which included pre-written email responses targeted to financial scope of AARP services and creating email template response database.

Master Of Business Administration - Mba

Msf, Finance