Experience

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  Vanguard

  Apr 1992 - Sept 2002

  Created, entered, and revised comprehensive System and Client Acceptance test cases to support new project and regression testing requirements of Desktop, Telephone and Client Information database.Represented various teams at weekly divisional release meetings and communicated identified exceptions that needed to be corrected and retested.Utilized as an Adjustment department technical/functional expert for adjustment processing of various monetary functions. Supervised a staff of associates responsible for establishing, updating, and processing ACH and Direct Deposit options on clients' accounts in compliance with SEC and banking regulations.Developed and updated workflows and procedures while assisting in overseeing a staff of fourteen associates whose responsibilities included ensuring that the Checkwriting options and redemptions from customers' accounts were processed in compliance with SEC and banking regulations. Responsible for their career development, writing annual reviews, and overall performance.Conducted training and auditing of associates work.Handled elevated client calls.Conducted testing of Checkwriting, Bank and other Vanguard systems.Acted as main contact for Checkwriting department with outside banks and vendors. Show less

  • QA ANALYST

    Sept 2000 - Sept 2002

  • DATA ANALYST

    Sept 1999 - Sept 2000

  • ADJUSTMENT ANALYST

    Mar 1998 - Sept 1999

  • SUPERVISOR

    Sept 1996 - Mar 1998

  • SENIOR PROCESSING ASSOCIATE

    Apr 1992 - Sept 1996
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  Agl life assurance company

  Sept 2002 - Jan 2010

  Demonstrated ability to identify potential issues, troubleshoot, and coordinate action plans for remediation. Responded to incoming calls, written requests and emails from policy owners, agents and other insurance carriers regarding private placement Variable Annuity, Group Variable Annuity, and Variable Life policies and products.Reviewed incoming monetary and clerical paper requests for completeness and compliance.Reviewed incoming Variable Annuity, Group Annuity and Variable Life applications for completeness and compliance. Issued and delivered private placement Variable Annuity, Group Variable Annuity and Variable Life policies.Ensured all Delivery Requirements were received and filed within specified timeframes.Entered and audited all pertinent client and policy information into the company client information access database.Created, audited and distributed monthly, quarterly and annual Variable Annuity, Group Variable Annuity and Variable Life statements.Assisted in the development and implementation of department workflows which resulted in higher quality and quicker completion of incoming requests.Created and distributed daily, weekly, monthly, quarterly, annually customized policy and fund information to internal and external contacts.Assisted with obtaining and distributing updated due diligence information from Hedge and Mutual Funds. Show less Responded to incoming calls, written requests and emails from policy owners, agents and other insurance carriers regarding private placement Variable Annuity, Group Variable Annuity, and Variable Life policies and products.Reviewed incoming monetary and clerical paper requests for completeness and compliance.Reviewed incoming Variable Annuity, Group Annuity and Variable Life applications for completeness and compliance. Issued and delivered private placement Variable Annuity, Group Variable Annuity and Variable Life policies.Ensured all Delivery Requirements were received and filed within specified timeframes.Entered and audited all pertinent client and policy information into the company client information access database.Created, audited and distributed monthly, quarterly and annual Variable Annuity, Group Variable Annuity and Variable Life statements.Assisted in the creating, testing and implementing a Client Information Access database utilized by the company on a daily basis which resulted in current day information being available.Assisted in the development and implementation of department workflows which resulted in higher quality and quicker completion of incoming requests.Created and distributed daily, weekly, monthly, quarterly, annually customized policy and fund information to internal and external contacts.Conducted training and auditing of new specialists. Show less Responded to incoming calls, written requests and emails from policy owners, agents and other insurance carriers regarding private placement Variable Annuity, Group Variable Annuity, and Variable Life policies and products.Reviewed incoming monetary and clerical paper requests for completeness and compliance.Reviewed incoming Variable Annuity, Group Annuity and Variable Life applications for completeness and compliance. Issued and delivered private placement Variable Annuity, Group Variable Annuity and Variable Life policies.Ensured all Delivery Requirements were received and filed within specified timeframes.Entered and audited all pertinent client and policy information into the company client information access database.Created, audited and distributed monthly, quarterly and annual Variable Annuity, Group Variable Annuity and Variable Life statements.Assisted in the creating, testing and implementing a Client Information Access database utilized by the company on a daily basis which resulted in current day information being available.Assisted in the development and implementation of department workflows which resulted in higher quality and quicker completion of incoming requests.Created and distributed daily, weekly, monthly, quarterly, annually customized policy and fund information to internal and external contacts.Conducted training and auditing of new specialists. Show less

  • CLIENT SERVICES COORDINATOR

    Feb 2009 - Jan 2010

  • ADMINISTRATION COORDINATOR

    Mar 2008 - Feb 2009

  • OPERATIONS SPECIALIST

    Sept 2002 - Mar 2008
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  Iron mountain

  Apr 2011 - Jul 2014

  Customer service associate ii - preferred client services

  Act as single point of contact for Enterprise client base whose total annual revenue for 2012 was $23.5 million.Respond to incoming requests from designated internal and external customers regarding Records Management, Secure Shred, and Data Backup & Recovery service lines.Partner with Account Management Team and various internal contacts to ensure the best customer experience. Assist with escalated internal and external customer requests to ensure Total Customer Satisfaction.Create, audit and distribute various activity, financial, inventory and retention reports to customers on a weekly, monthly, quarterly, semi-annual, and annual basis. Review and resolve external customer billing issues.Develop and update procedures for completing customized requests/reports for internal and external customers to ensure expediency and the highest quality of service. Assist with training and mentoring of new associates. Show less

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  Lombard international (usa)

  Jul 2014 - Oct 2021

  • Service Operations Manager

    Nov 2017 - Oct 2021

  • Service Operations Consultant

    Jul 2014 - Nov 2017
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  Talcott resolution

  Oct 2021 - now

  Manager of service operations