Experience

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  ICMA-RC

  • United States
  • Financial Services
  • 400 - 500 Employee

  • Supervisor

    • Apr 2013 - Present

    •Supervise and manage the activities and staff of the State Plan Service Team (SPST) by promoting a collaborative environment that produces high quality work and with a focus on client satisfaction•Assist in the efficient management of unit workflow, including AWD Queues, Issues, Client Request via phone and Client Request sent via email. Including daily, weekly and monthly unit routines such as Queue Monitoring, Issues Monitoring, review of installment dates, reporting and other recurring projects•Coach associates to help improve the quality of technical processing, problem solving, daily reconciliation, and customer service approaches. Monitor and evaluate associate performance and provide feedback regularly but at least on a monthly basis•As part of contingency planning assist in the ongoing development, documentation and execution of processing procedures and internal systems. Assist in the unit’s efforts for the disaster recovery model and testing•Work with internal and external parties to ensure timely resolution of processing problems. Oversee timely, complete, and courteous communication. Develop and implement process improvement initiates that maximize efficiency, leverage resources and build cross-functional teamwork within the department•Assure timely and accurate processing of requests, both in good order and not in good order. Maintain daily turnaround times required by securities guidelines and unit standards•Assist with user testing efforts for SPST. Perform UAT testing when needed to ensure the quality of system enhancements•Managing projects for unit•Provide weekly and monthly workflow updates, productivity measures, and quality statistics to supervised associates and to the SPST Manager

  • Manager

    • Jan 2015 - Apr 2022

    • Monitor case load assignments to ensure team productivity standards are met. • Work with Field Sales and Institutional Sales to manage new conversion projects. • Ensure plan conversion testing is completed efficiently and identify any anomalies proactively.• Ensure team adheres to PII guidelines for handling sensitive participant data. • Maintain and grow peer database of import definition files for PlanConvert. • Work with Education Communications teams to create effective communications campaigns for conversions which are cost-effective and compliant with Sarbanes-Oxley guidelines. • Identify processes outside of Client Service’s operating models proactively and provide effective solutions. • Ensure estimates information is provided according to standards for VantagePoint and third party mutual funds. • Gain understanding of peer (competitor) processes and use this information to assist with a seamless transfer of data from the incumbent record keeper to ICMA-RC. • Maintain plan allocations and updates for ICMA-RC’s Custom Asset Allocation Service and develop initial allocations for plan sponsors.

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  ICMA-RC

  • Washington D.C. Metro Area

  • Senior Specialist

    • Jan 2012 - Apr 2013
    • Washington D.C. Metro Area

    •Responsible for daily processing of participant and plan requested transactions including: amendments, rollover, lump sum, emergency and in-service withdrawal processing. Also responsible for the processing of difficult transactions including beneficiary and QDRO processing•Available to co-workers as resource for questions during processing or researching of transactions and/or issues•Provide support where needed in a supervisory role when manager or director is not available•Build and maintain positive relationships with assigned clients and their respective. Proactively contact clients to discuss and/or identify their service needs, provide regulatory updates or procedural changes that may impact plan administration and provide information on and system changes•Ensure that overall services delivered to clients meets and/or exceed their expectations•Research client issues; determine solutions and perform/coordinate corrective actions; consistently handle issues in an exemplary manner. Ensure status tracking of issues and projects and provide regular and timely status updates to clients and upper management. Partner with service support units, where appropriate, to ensure timely, seamless resolution of issues•Monitor and ensure the accurate and thorough completion of team’s daily tasks, including supervision of queues;•Assist with handling escalated calls as needed, from participants, plans and internal departments•Responsible for assisting with the plan implementation including testing and procedures•Participate in the training of new and existing associates and also providing feedback•Coordinate issue resolutions interdepartmentally to ensure that consistent quality service is rendered. •Assisting with special projects, client visits, team meetings and other duties as assigned

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  Johns Hopkins Medicine International

  • Baltimore, Maryland Area

  • Project Analyst

    • Feb 2009 - Dec 2011
    • Baltimore, Maryland Area

    •Responsibility as liaison between international patients and JHMI by facilitating various aspects of patient care•Provide information regarding hospital policies, procedures and services•Serve as a single point of contact before, during and after patients’ visit to Johns Hopkins•Demonstrate a high level of interpersonal and organizational skills including ability to handle multiple tasks in a dynamic environment •Proactively address and resolve complex concerns in a manner familiar to patients’ culture and expectations•Cultivate a productive and positive relationship with physicians and other medical professionals to ensure patients’ needs are successfully met•Initial point of contact for patients or point of contact for patients seeking remote medical second opinion•Respond by email or telephone, to patients or point of contact, in expedient manner•Triage cases to coordinators and ensure delivery of materials to respective departments

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  DC Specialists

  • Baltimore, Maryland Area

  • Consultant

    • Oct 2004 - Aug 2008
    • Baltimore, Maryland Area

    •Project management & departmental coordination;•Implementation and organizational redesign including developing a functionalized structure•Processing all types of OmniPlus & OmniPlan transactions including: contributions, withdrawals, loans, maintenance files, asset shifts, plan to plan transfers, QDROs, beneficiary splits, MRDs, return of excess and contributions•Development of procedures, training and enhanced process design for Omni systems•Adjustment processing including manual trading and financial impact analysis•Stock transactions including in-kind transfers and privately held stock•Operation and processing of ESOP/KSOP plans, 457 plans & 403(b) plans and dividend postings & Stock Splits•Asset reconciliation including clearing and distribution accounts•Business process review and/or enhancement and design and implementation of customized processing flows•Experience in coordinating efforts between the Participant Service Centers (phone group) and Operations groups•Design and development of sales training programs

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  T. Rowe Price

  • United States
  • Financial Services
  • 700 & Above Employee

  • Retirement Plan Specialist

    • Jun 2002 - Jul 2004

    •Responsible for analyzing and verifying financial and system generated information pertaining to retirement plan accounts and researching errors and out of balance conditions•Calculating and communicating financial information to various internal and external contacts•Posting and reconciling dividends for accrual, stock and mutual funds on OmniPlan and OmniPlus•Responsible for the daily pricing of investments for Retirement Plan Services Department via internal Fund Accounting Group and outside Fund Houses•Analyzing of current methods of processing to come up with more efficient ways of posting dividends, reconciling and pricing of funds•Testing of new system implementations and reviewing business process for enhancement•Worked with New Business Group with set-up of funds for new plans•Providing coaching, mentoring, training, guidance, instruction and assistance to less experienced associates and training of new hires and administering daily tasks and responsibilities to associates•Identifying, communicating, coordinating and implementing changes as needed and Developing and revising departmental procedures•Facilitating weekly team meetings to ensure continuing education, share department and company goals and communicate other important information•New product development and implementation•Perform analysis of system generated reports

  • Operations Services Specialist

    • Apr 1999 - Jun 2002

    •Responsible for analyzing, interpreting and processing participant’s retirement plan transactions i.e. loans, withdrawals, beneficiaries on OmniPlus and OmniPlan•Supervised queue workflow on a daily basis for 20-25 employees and responsible for training new hires and also cross-training of existing employees. Provided daily feed-back to teammates•Provided technical support for daily operations and perform analysis of system generated reports to determine needs of group•Responsible for complex and confidential research projects and testing new system implementation along with business process review and/or enhancement•New product development and implementation•Constant analyzing of work flows to determine better methods of processing and reconciling; •Assisted in developing and revising departmental procedures•Resource to internal and external customers.