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.
• 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.

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.

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.

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".

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.

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.

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