Alpharetta, GA 678-***-****
Achieve Excellence in Complex Administration Functions to Exceed Organization Objectives
Service-focused and detail-oriented leader with proven success in creating positive client experiences and streamlining processes to increase efficiency and effectiveness. Possess genuine talent for building and nurturing trust-based relationships and cultivating long-term customer loyalty. Expert in retaining at-risk accounts through astute resolution of customer concerns. Adept in client reporting and team leadership, continually evaluating KPIs to drive productivity, profitability and client satisfaction.
Areas of expertise:
Client Relationship Management (CRM)
Reporting and Analytics
Key Performance Indicators (KPIs)
METLIFE, Alpharetta, GA 2007 - 2019
Senior Administrator 2008 - 2019
Fulfilled responsibilities as subject matter expert for all administrative and client relations functions of Single Premium Annuities including, legal documents, financial transactions and complex customer issues. Single Premium Annuities team is responsible for administration of 93K cases and $1B+ in assets.
Partnered with call center leadership as primary liaison, managing and resolving escalated customer calls and complaints.
Enhanced customer experience and reduced complaints by 75% within 4-month period through effective communication and process streamlining.
Facilitated training of associates in India for processing Single Premium Annuity administrative functions, reducing workload by 25% for local team.
Redesigned / streamlined standard operation procedures, and reduced Service Level Agreement (SLA) completion time by 3 days by partnering with training team as subject matter expert, and analyzing and documenting established business procedures.
Analyzed legal documents and coordinated with internal legal team for interpretation and direction in complex issues.
Orchestrated special projects and oversaw project deliverables, ensuring completion ahead of specified deliverable date.
Pension Benefits Consultant 2007 - 2008
Processed retirements for plan participants, provided quotes, commenced monthly benefits and responded to inquiries.
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Served as project manager, ensuring proper processing of all existing customer deaths and accuracy of reserves allocation by MetLife.
Orchestrated weekly client meetings, agenda, minutes, project plan and reporting to management.
SPECPOINT, Roswell, GA 2005 - 2007
Office Manager and Executive Assistant
Performed customer service and training functions for commercial security product broker.
Developed and maintained customer database of 1500+ clients, distributing all product, vendor and training updates.
Planned and facilitated all aspects of local and out-of-state training seminars and special events, coordinating 20+ events for 400+ participants in 2017.
Provided exceptional customer service by preparing security product recommendations for clients, compiling price quotes, and addressing inquiries in timely manner.
Provided high level administrative support and calendar management for C- Suite and Sales Executives.
Additional Relevant Experience
METLIFE, Atlanta, GA
Lean In Regional Manager 2017 - 2019
Managed 5 Lean In circles for MetLife Atlanta locations for international women’s networking and professional development organization.
Mentoring Program Manager 2016 - 2019
Created, presented and managed mentoring program for all associates in local office; Program was launched by presenting program via Webex to 100+ associates.
Education and Certifications
Bachelor of Science (BS), Consumer Services, Indiana University of Pennsylvania, Indiana, PA
Certified Life Coach, Light University, 2013
Community Involvement and Associations
Care Team Coordinator, MetLife CARE Team, MetLife, Alpharetta, GA, 2016 - 2018
DivorceCare Support Group Leader / Middle School Girls Small Group Leader, Northpoint Community Church, Alpharetta, GA, 2007 - 2018
Board of Directors, Wyndam Homeowners Association, 2016 - 2017
Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)