Stephen Valentine Email & Phone Number

United States

Dallas

• Restructured team responsibilities within first 2 months which led to reduced costs and enhanced service to the client. Enacted plan to review and find process efficiencies, reduce errors and miscalculations to create a more self-reliant team model which would further reduce cost and be self-sustaining.• Succeeded in moving team from failing 5 monthly service level agreements (SLAs) to hitting all 5 SLAs by second quarter. Executed process to keep team knowledgeable and reminded of volume and SLA status daily.

Dallas/Fort Worth Area

• Managed the Health and Welfare client relationship for $4.5 million jumbo (in excess of 100k participants) and mid-market sized clients ensuring client satisfaction, client retention and referenceability.• Led project which saved client $17 million in health care expenditures and awarded special recognition from their Board of Supervisors.• Consistently managed multiple, concurrent projects while maintaining Service Level Agreements, adherence to Statement of Work, while making strategic recommendations to client and internal partners for continuous improvement.

Dallas/Fort Worth Area

-Strategic Project Manager for assigned clients involving Defined Benefit and Health and Welfare plans, providing client-facing service and support via 3 separate client service teams.-Provide plan administration for clients with an average participant population of 10k.-Participate on company-wide initiatives with other Team Leads and Client Service Managers while driving and prioritizing multiple client projects with assigned clients-Projects led have resulted in 20-80% improved efficiency while staying within scope and within budget.-Contributed with senior management in assessing and representing contract renegotiations for clients.-Coached and mentored direct and non-direct personnel on performance and career path goals.-Managed phases of implementations with assigned clients and for clients reporting to other managers.-Conceptualized test plans for legislative and internal programing changes, and developed transition plans to leverage changes for proprietary applications, data and Web. -Scope, create and transition processes and special projects to offshore partners while actively managing contractual service levels with those partners-Implemented a Trustee Management System for the first file to a trustee after go-live date. First Team Lead in the Dallas office, in over a year, to implement this on time.-Managed and trained off-shore initiatives with global partners for multiple clients.-Attained monthly and quarterly service level agreements for 2008 with 75% of team having less than 6 months of tenure and consistently maintain client specific SLAs.-Managed change, rebuilt trust, and gained efficiencies with new team and a client which was leaving the firm resulting in the client signing an extension of their contract.-Created and delivered presentations for Open Enrollment debriefs and Quarterly Reviews.-Actively developed content for and participated in Finalist Presentation.

Provided in-depth, technical Retirement/Internal Revenue Code knowledge to shareowners. Wrote, produced and edited newsletter and other technical papers and missives for local phone site and department. Facilitated meetings and liaison groups and trained representatives on new procedures and new technology. Departmental contact for technical computer issues.Used needs based selling techniques to qualify shareowners for small business retirement plans. Proactively increased sales of Small Business 401k offering. Managed and tracked various intradepartmental sales campaigns.Served as subject matter expert for technical retirement issues, ERISA, and IRS rules.Provided investment assessment based on client's needs and objectives.Partnered with other investment specialists to tailor client's strategy to client's retirement goals.Provided tax support for small business clients.Traded as necessary in client's account with 100% trading accuracy.

Managed the day to day call volumes of two departments with 150+ workforce. Worked with other site Call Volume Coordinators in the Retirement and Investment function, national call volume forecasters and the Retirement/Investment Directors implementing weekly and monthly call-handling plans. Organized and facilitated shift bids.Developed "best practice" processes and procedures through on-going evaluations of existing policies and procedures to ensure efficient call center operations.Responsible for planning, tracking and scheduling vital initiatives for two departments. Planed and approved vacations and VTO. Managed various projects depending on campaign, focus or call routing change. Implemented tracking process for training initiatives which insured all initiatives were completed by appropriate deadline. Central point of contact during departmental move to new site. Ensured all aspects of business unit were running and operable.Demonstrated project management skills, including working with a diverse team, developing processes, managing timelines and developing and maintaining strong client relationships.Partnered with department Managers/Directors in the planning, implementation, and assessment of call handling procedures in the Retirement department. Acted as a contact point for contingency and on-call programs. Matched work force to call volume load based on forecasted volumes and other business priorities approving overtime where applicable. Consistently delivered CSL goal of 85% by managing local inbound staff according to seasonal volume patterns. Create, review and analyze daily, weekly and monthly reports for trends and areas of improvement with call handling productivity.Created and maintained various campaign reporting.

Managed Aspect telecom projects from beginning to end for diverse business partners.Created new call routing tables, contingency plans and maintained current call routing based on customer/business unit's needs. Proactively managed daily call volumes, staffing requirements and functional productivity for a multi-function phone site. Provided routine and ad hoc operations analysis of call volume and handled issues for all levels of management, locally and nationally, using diverse software and reporting tools. Established new call flow proposals and subsequent routing changes for departments.Site contact for contingency issues during Console Board Duty. Involved in rollouts of new technology for site and for departments.POC for contingency situations and planning.

Provided in-depth, technical Retirement/Internal Revenue Code knowledge to shareowners. Created and maintained Intranet website for department.Used needs based selling techniques to qualify shareowners for small business retirement plans.Handled trading in clients accounts.Facilitated meetings and liaison groups and trained representatives on new procedures and new technology.

Handled trading in clients accounts.Provided investment information and quotes.Management TrainingLean Six Sigma Yellow Belt Certified, Stepping up to Management, Successful Project Management, Helping People Succeed, PDI Profiler Feedback