Mark Kay Email & Phone Number

Greater Minneapolis-St. Paul Area

● Form, maintain and strengthen relationships with a portfolio of clients, distribution partners and TPAs● Collaborate with plan sponsors to design and implement targeted participant education campaigns. Theseinitiatives aim to boost participation and contribution rates, contributing to the overall health and success ofretirement plans.● Serve as the primary point of contact for client inquiries and support, addressing complex issues andproviding tailored solutions to meet client needs and enhance their experience.● Monitor and analyze client engagement metrics and campaign outcomes to measure success and identifyareas for improvement.● Ensured regulatory compliance through rigorous documentation and adherence to industry standards.● Collaborate with internal teams to develop and deliver client-focused training programs. Ensure that teammembers are informed about compliance requirements and best practices, supporting a culture ofcontinuous learning and adherence to industry standards.● Continuously assess and refine client interaction processes to enhance efficiency and effectiveness,leveraging feedback to drive improvements.

Greater Minneapolis-St. Paul Area

• Manages a team of front line processors handling outgoing transactions from various types of retirement plans.• Identify resources and make staffing adjustments when needed to manage daily workload and maintain SLA.• Actively manage and develop employee performance by using consistent CI and performance management techniques.• Develops and maintains processing procedures; identify and implement process enhancements.• Provides processing input for product development, policy service procedures, and service goals.• Responsible for managing the outgoing assets, client contact, and attainment of department goals.• Coordinates team's action plan to accomplish objectives. • Selects, leads, and coaches staff members. Makes compensation, hiring, and termination decisions. • Introduces and maintains self-directed work initiatives. Manages processes to ensure exceptional customer service.

Phoenix, Arizona, United States

• Managed a cross-functional team of 20+ in the Tax Sheltered Annuity and Tax Exempt Market sectors. • Led core business projects to support the efficient operation of the contact center.• Responsible for hiring, professional development, and performance management of staff. • Conducted performance reviews with staff and made appropriate compensation decisions. • Created and led strategic improvement initiatives. • Accountable for ensuring team compliance with all applicable regulatory requirements, securities laws and regulations, as well as company compliance procedures. • Created and led client presentations to demonstrate the capabilities of our partnership.• Ensured that call queues are being actively monitored and that call responsiveness metrics are met. • Responsible for driving team and department efficiency in support of overall department budget.• Responsible for driving employee engagement, development, career growth, and motivation.• Performed Quality Assurance Evaluations and provided necessary feedback to further employee learning and increase customer satisfaction along with transaction accuracy.

Jacksonville, Florida

• Delivered an exceptional customer service experience by furnishing accurate information for clients in a timely manner.• Resolved issues within designated timeframes by tracking and escalating needed service requests.• Oversaw projects for the aggregation and reporting of processing errors as well as develop and distribute internal project communications.• Supported multiple lines of business and responded to escalated inquiries from other associates.• Streamlined operations by spearheading continuous improvement initiatives, including team huddles and root-cause problem solving sessions.• Ensured accurate processing by conducting quality review analysis of transactions entered by otherrepresentatives.• Executed quality assurance reviews of all annuitized claim kits created by the Digital Job Aid.• Exceeded and meet rating goals for Key Performance Indicators from Quality Assurance reviews consistently.

Jacksonville, Florida

• Leveraged job tools to resolve and record technical issues within MacOS and iOS Mobile platforms.• Innovated effective solutions to emerging issues and submitted resolutions to site engineering by collaborating with associates.• Provided feedback to associates to assist in developing effective troubleshooting methods and proper standard operating procedures.• Mitigated fraud by reviewing suspicious calls and coordinated with customers to restore access to lost accounts and hostage devices.• Cultivated and restored relationships between customers and products while documenting and resolving complex escalated cases.• Promoted high productivity while adhering to company policies and state regulations and exceeding customer expectations.• Evaluated customer usage habits and needs to assist in determining correct products.

Jacksonville, Florida