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Direct a team of 13 inbound and outbound sales associates in generating new business from existing clients, prospects, and retirement plan participants using a holistic approach. Define individual action plans that include both reasonable expectations and coach to desired behaviors to achieve optimal results.• Team ranked #1 in sales nationally 5 out of 6 prior months; consistently exceeded the national average of nearly $5 million is sales per employee YTD.• Team ranked #1 in new relationships nationally 6 out of 6 prior months; exceeded the national average by 300 relationships in fiscal YTD.• Team ranked #1in referrals in all months; and immediately, when the team prior consistently underperformed. Exceeded the next closest team by over 30%; played an integral part of leading Investor Center referrals over 300% increase YOY.• Partnered through retention efforts with corporate action campaign that led to a total dollar opportunity of $363M where 40% of participants took action, making up 81% of total money in motion. The firm retained more than $183M in assets with over 650 clients, resulting in a 73% retention rate for the campaign.• Increased sales results 5X by coaching multiple associates on key efficiency measures.• Fostered a diverse learning experience within the team by creating targeted action plans and role plays that permitted more effective client interaction and improved conversation quality which led to improved performance month over month.• Personally delivered 25 hours of coaching each month; promoted nine associates to Assistant Branch Manager, Investment Counselor/Specialist, High Value Engagement, and Data Analytics positions.

Effectively led a team of 12 inbound service and sales associates in handling small business accounts servicing and selling I401k, SEP IRA, SIMPLE IRA, Keogh, Variable Annuity, and RPS TRAC plan participants and clients.• Received annual Spotlight on Excellence Award - Enhanced the small business retirement (SBR) statement project, and played a critical role in the update and redesign of the SBR statement, which affected 50,000 plans and 110,000 participants. The statement had not been updated in over 15 years, and after a year of preparation, the new statement launched on April 1, 2014 for the first quarter of the new statement cycle. The redesign provided not only an updated look and feel to the statement, but also the ability for small business participants to receive paperless statements—a critical servicing request from these clients and participants.• Led efforts for rollover redesign to launch new OCR NASU process that led to improved outcomes for both RAM and RCS groups that had better compliance and accuracy, more user intuitive process, and saved the partnering group money and 1,700 working hours.• Collaborated with RPS, GBS, and DSTRS to identify the RPP tool used by PSC would be the primary tool for RPS TRAC plans. Mapped over data sets for existing RPS TRAC plans and defined process flow for new plans coming onboard.• Championed and drove initiatives for change within the business unit and played an integral role in any and all system and strategic initiatives with impacts to clients and representatives.• Served as business unit contact for initiatives that moved the business forward that enhanced product development, the client experience, associate development and bench strength.• Managed volumes and adherence strategically to service unique business level goals, and use those goals to promote associate performance and utilize them as resources to effectively enhance business opportunities.

*Coaches RCS associates in the areas of quality and productivity standards to enhance skill sets, and to promote development in the role. Coordinates with the supervisor to establish goals, objectives and action plans to aid in associate development.*Assists supervisors with daily supervisory and administrative responsibilities; provides leadership within the group. Supports supervisor with record keeping. Identifies and resolves potential problems relating to departmental/fund policies and procedures. Maintains a sense of urgency around call volumes and takes action as needed.*Leads and participates in special projects, working consultatively with associates and managers across the business unit to identify areas for improvement, evaluate existing procedures, offer suggestions, and take action to implement change. Develops and leads associate training related to these special projects.*Reviews large trades and adjustments to confirm that they have been processed accurately and that proper documentation is in place to ensure that customer request is fulfilled and to minimize financial and legal risk to the organization; approves waivers and exceptions for anything outside of guidelines.*Handles challenging and complex investor and shareholder calls that require extensive experience and knowledge of policies and procedures. Acts as a subject matter expert across the department on various complex transactions, services and issues. Accepts escalated calls. Provides guidance and documentation around taking ownership of share owner issues. Performs all duties of an RCS Client Services Specialist with phone time.

*Using the needs-based consultative sales process, the Inbound Retirement Specialist provides relevant information, education, and guidance in an effort to retain and increase assets to T. Rowe Price via inbound separated participant calls from over 1100 TRP retirement plans. It is expected on each call, the Inbound Retirement Specialist quickly and accurately:*Identifies and assesses the client's stated and unstated needs*Analyzes the client's 401k plan to understand rules, regulations and tax implications of the plan, as well as client objectives*Assesses the client's investment experience and knowledge, preferences and action orientation, and retirement goals*Discusses various "what if" retirement and investment scenarios and potential impact*Provides guidance/advice on investments and services to meet the client's financial goals*Moves the plan participant efficiently to action while positioning TRP as a solution if appropriate*Provides direction and information to the processing departments on rollovers to ensure that the money is accurately and efficiently moved from the 401(k) plan to the IRA. Oversees all service needs where the process has not been executed as requested. Researches outstanding issues or difficult inquiries from clients to ensure expectations are met promptly.*Effectively manages and creates client contacts; ensuring that all current and future sales opportunities are documented and followed up on appropriately.