Customer Service Manager

*

Tim Holt

Olney, MD *****

T 301-***-**** adbn2u@r.postjobfree.com

PROFILE

Driven, action-oriented manager with the ability to think independently and work well under pressure, while collaborating with team members. Recognized as a decisive self-starter, who can adjust quickly to changing conditions and create new ideas. Outstanding leadership and critical thinking abilities. Strong sales relationship builder and proven negotiation skills. EXPERIENCE International Association of Machinists and Aerospace Workers, National Pension Fund

January 1998 to Present

Director of Sales, Employer Services, Education, and 401(k) Teams

· Member of the Executive Leadership Team

· Direct report to the Board of Trustees and Executive Director

· Sales budgeting, metrics development, review, and reporting

· Developed and cultivated relationships with employer HR, Legal, and Actuarial leadership through the implementation and education process of Plan participant and employer participation

· Development of sales strategy, education materials, and presentations Call Center Manager (Customer Service)

● Managed Customer Service Department

● Monitored and reported callers satisfaction

● Handled escalation issues

● Maintained metric management and reporting

Assistant Manager (Pension Department)

• Fund Office subject matter expert on Plan document, sub plans, and all merged plans.

• Responsible for overseeing, managing and coordinating all activities and procedures related to the Pension Department in accordance with Fund Plan documents.

• Provided oversight, management and leadership to ensure that all processes are followed and performance goals are met.

• Effectively managed overall department operations and ensured that tasks and projects were completed on time and that all standards were met

• Provided continual evaluation of processes and procedures; suggested methods to improve business operations, efficiency and service to Fund participants

• Proactively recognized project and departmental challenges and recommended corrective action

• Analyzed department and system workflows and made changes as necessary

• Tracked performance metrics to identify trends and business patterns. Routinely identified and developed new metrics

• Understood the patterns of the workload and used this information to prepare staff 2

• Demonstrated effective leadership, developed and enabled team members to work together and communicate effectively to accomplish departmental goals International Association of Painters and Allied Trades 1987 to 1998

Legal Clerk and Audits and Bankruptcy Department

· Responsible for drafting contributing employer delinquency notices, court filed Interrogatories, and complaints with Fund Counsel

· Coordinated employer payroll audits and collections

· Handled Customer Service requests and escalation issues EDUCATION 2016

IFEBP Investment Studies

Wharton, Pennsylvania University

1986 to 1987

Southern Utah State University

REFERENCES

Available upon request

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