Microsoft Word, Excel, PowerPoint, and Outlook applications
*Familiar with various computer applications as well as Macintosh environment
11/2007 to Current
Learning and Development SpecialistDes Moines, IA
Ensure Individual Investor Specialists learn critical job skills by: Planning, designing and delivering complex technical training for new and experienced employees in the Participant Contact Center Utilizing a variety of training methods, including one-on-one, just-in-time, team meetings and phone-based training Creating and maintaining training materials and curriculum to ensure current and accurate content Assisting with consultation to management regarding specialist development, including feedback, coaching, performance reviews and recognition Acting as temporary leader to trainees during new hire training, including managing performance issues, scheduling and point of contact for absences.
Write performance review for training portion of evaluation.
Managing new hire and existing specialist licensing process for FINRA Series 6 Represent the interests of the PCC by: Acting as liaison and advocate for project groups Finding efficiencies in current process/procedures Serving as subject matter expert on a variety of topics specific to the PCC, including responsibility for project groups, topic training, Knowledgebase documentation and a contact for questions/research on the topic, both within the PCC and other areas of Principal.
Communicating changes/reminders to department Representing the PCC on project groups for ongoing and sensitive business changes (i.e.
Properties; AAF/EIAM; Online withdrawal launch; authentication; non-licensed role; Principal Pension Builder) Researching system, procedure and quality issues for the PCC.
11/2006 to 11/2007
Senior Retirement Specialist
Ensure maximum team performance by: Acting as liaison between management and specialists Overseeing Retirement Readiness goals Maintaining monthly statistics for individual team members Evaluating teams members' statistics in order to provide additional coaching and guidance to encourage progress and promote accuracy Communicating important procedural information not only to direct team members but also department wide.
06/2004 to 11/2006
Individual Investor Specialist I, II and IIIPrincipal Financial Group － Des Moines, IA
Provide retirement plan counseling, analysis and customer service to 401K Defined Contribution and Defined Benefit plan participants.
Resolve customer questions and issues by providing detailed and accurate information.
Provide formalized training and coaching while building trusted relationships in teaching correct job performance.
Consistently met and exceeded all performance related goals for 2005 and 2006.
Provide job shadow opportunities for internal employees outside of the department as well as potential new employees.
Promoted to Individual Investor Specialist III in August of 2005 and became informal leader for my team.
11/2003 to 06/2004
Customer Service RepresentativeWells Fargo － Des Moines, IA
Provide excellent customer service for credit card clients.
Help clients manage their finances by counseling them regarding balance transfers, repayment options, interest rate reductions, developing plans for paying delinquent accounts, credit line increases and suggesting additional products and services to meet their individual needs.
Consistently rank about company standards in average handle times, incentives and selling Wells Fargo products and services.
Informal Leader Assistant Manager
Coach specialists on new regulations, existing policies, and Principal products Meet with specialists for monthly one-on-ones as needed Analyze trends to inform management of potential issues Additional Responsibilities: Act as a liaison between the Participant Contact Center and specific assigned contracts within Administration Helpline Research any and all information to ensure quality service on Helpline Work directly with Trainers and Administration to resolve issues/complaints from customers Field calls from the Escalated Line Work to ensure accuracy by researching situations Provide additional research for escalated calls.
Bachelor of Arts: Business ManagementNorthwest Missouri State University － Maryville, MOBusiness Management
Exceptional problem solving skills
*Customer service oriented
*Efficient and organized employee
*Fast learner and motivated to succeed