Pursuing a business management position where I can apply my skills in development and corporate strategy to add value and improve company sales and efficiencies. Well developed interpersonal, organizational and presentation skills. Innovative, a fast learner with a proven ability to adapt quickly to change. Communicates professionally with contacts at all levels. Trustworthy, reliable with a reputation for dependability.

Drove financial growth in the national call center through strategic planning and execution of referral-to-call (RTC) and Lifetime Income annuity start initiatives.• Oversaw site-level RTC and growth initiatives exceeding goals with a 45% increase in RTC in 2023, achieved through consultant and manager training (2024 Denver goals: $315M, 9,600 referrals).• Led national call center to outperform 2023 Lifetime Income annuity starts goal by over 57% through strategic planning and consultant trainings.• Cultivated cross-department partnerships to enhance customer, consultant and manager experiences driving proactive referrals and Lifetime Income annuity starts from the call center.• Provided analytical insights and collaborated with Team Managers, Directors and Site Leaders to ensure consistent and improved performance delivery in referrals and lifetime income conversations.• Customized and managed third-party training platform resulting in a 60% increase in training engagement and 70% increase in coaching documentation in 2023.• Proven positive correlation between platform engagement and increased scorecard metrics/key performance indicators including RTC and Voice of the Customer scores.• Designed and implemented a program for GROW model coaching delivering monthly feedback to managers and enhancing their coaching skills.

Prioritized and presented business case recommendations for enrollment process initiatives using SAFe Agile methodology. • Streamlined enrollment process for call center boosting successful enrollments by 20% and elevating positive customer survey scores by 40%.• Analyzed enrollment process to identify inefficiencies and areas for improvement focusing on enhancing the customer experience.• Collaborated with legal and regulatory teams to ensure compliance, worked with IT and development to implement changes, coordinated testing and communicated changes to stakeholders.

Implemented changes to the distribution platform to create an improved withdrawal experience for both internal employees and external customers. • Designed and implemented efficient money out distribution functionality reducing process and call times by 45 seconds for internal and external clients.• Streamlined process to identify, research, communicate and prioritize system defects and enhancements within money out distribution process, enhancing business partners’ confidence in new functionality.• Managed end-to-end process of enhancing distribution process including authored business scope, validated and tested changes and drove adoption to ensure seamless integration.

• Surpassed sales goals by 290% by prioritizing customer service and delivering financial counseling on TIAA retirement plans and products.• Spearheaded an engagement campaign across three nationwide call centers to promote adoption of the Unified Desktop tool and gather valuable feedback from NCC consultants.• Played a pivotal role as a subject matter expert in the development of a new withdrawals process, collaborating closely with business and development teams, and facilitating user acceptance testing enhance the customer experience.

Managed project plans, design and development of new products and product enhancements in Strategic Planning department. Worked with executives of internal departments including Operations, Sales, Compliance, and IT to define and develop project specifications, prioritize options and resources, and implement corporate updates. Researched Curian's and the industry's competition to offer competitive intelligence to the company as well as increase project efficiencies.

Led development of and managed a team of nine specialists who arranged financial seminars for advisors nationwide helping them to build their book of business Liaison for wholesalers, mailing vendors, broker dealers, compliance, marketing companies and financial advisors to organize presentation eventsCreated programs and processes to track productivity and increase efficiencies