➤ Effectively structuring interaction, communication, processes, and activities that deliver on strategy and goals, while working closely with business partners on the implementation of business plans and strategy.➤ Ensuring overall client satisfaction by managing client facing administrative needs and all plan operational requirements of the institutional client relationship, as well as providing critical support toward increasing plan efficiencies, growth in premium and transfers-in, new account acquisition to TIAA, and increasing asset retention.➤ Successfully increasing the consistency and quality of brand delivery as it relates to administrative efficiency, and the support for operational transactions, especially to those client administrators with daily responsibility for the retirement benefits program.➤ Supporting 3-4 Relationship Managers and handling complex, technical, and sensitive sessions or inquiries, managing problem resolution and responding to clients, while accurately describing the issues relevant to each specific inquiry and outlining the steps taken to resolve the issue.➤ Applying in-depth understanding of the company's products, services, and policies to frame the pertinent issues surrounding complaints or inquiries regarding regulations, procedures, or legislative changes impacting retirement, benefits, and entitlements.➤ Collaborating with internal business partners and cross-functional teams to achieve the best possible outcome in issue resolution for web, transactional, or maintenance problems.➤ Understanding operational procedures/processes, and balancing regulatory and industry acceptable guidelines while applying principles, laws, regulations, and practices against contracts to ensure full compliance.

➤ Successfully drove asset growth/retention and provided counseling for 100+ participants, new entrants, prospects, beneficiaries, and their legal and financial representatives on the complete spectrum of products and services.➤ Provided a broad range of financial planning services to individual customers and participants at mega and large institutions or within new markets, making the company the primary relationship for customers in need of distinctive advice.➤ Guided current clients on their financial planning needs and in developing financial goals by assessing their financial situation and gathering information regarding investments, asset allocation, savings, and retirement planning to contributing to an increased risk tolerance of 22%.➤ Provided thorough explanations of advantages and risks, alleviating concerns with sensible answers and clarifications, as well as carefully reviewed plan options and matched their goals to appropriate financial plans.➤ Counseled participants on their pension plans, tax deferred annuities, and available investment options, while educating, recommending, and facilitating new purchases, continually designing profitable solutions.➤ Consistently developed new business, delivering all products and services, including retail mutual funds, annuities, IRAs, 529 or 403b, bank products, and life insurance, continually meeting service, sales, customer satisfaction, and retention objectives.➤ Helped clients achieve their long-term financial goals, solidifying the company's customer base and enhancing both its reputation and profitability by 66%.➤ Maintained extensive knowledge on different retirement plans, including 403 (b), 401 (k), 457 (b) ERISA/Non-ERISA, and leveraged this to conduct financial education seminars, benefits fairs, and plan enrollment seminars, increasing participation.

➤ Efficiently processed a broad range of transactions for premier clients related to annuity retirement payments, rollover contributions, direct transfers, asset transfers, and numerous other matters.➤ Liaised with management to troubleshoot all escalated tasks that were not handled by first-level processors, expediting and following-up with the client, increasing client retention and resolution by 53%. ➤ Actively listened to, researched, determined the root cause, and independently resolved complex customer issues which often required unique, innovative solutions.➤ Developed and implemented employee training for 9 new hires for the End-to-End group, leading to receiving recognition for strong leadership skills and excellent subject matter expertise, and being selected to mentor/coach new personnel upon their completion of training.➤ Assessed situations quickly and made sound decisions, ensuring a 100% quality in customer service was provided, while coordinating special projects and participating on corporate initiatives, best practice, and other improvement teams, resulting in increasing productivity from 56% to 98%.