Customer Service Client Relationship

** ******** **.

Norwood, MA. *****

Phone 617-***-**** Email: *********@*****.***

Kimberly Daly

Objective

Seeking the open position that allows me to utilize my seven plus years of customer service and leadership experiences, which I have attained in the retail and retirement service market.

Work Experience

September 2021- Current VOYA Remote

Client Relationship Consultant

Typically have 2-4 clients Large Corporate Market Plans

Ensure best practices used across clients

Back up structure for client coverage

2nd level of client day/day contact

Responsible for monthly client reporting

Internal/External Audit support

Problem resolution

Participates in regularly scheduled client calls and on demand meetings

Available to participate in service reviews

2010- August 2021 VOYA Braintree, MA

Sr. Record Keeper

Selected into the Leaders, Emerging, Achieving and Developing Program (LEAD), where an array of skills are developed in order to become an effective leader and or manager. Through this program it will provide ways of coaching, team motivation and communications, among others.

Omni Plus experience in processing high volume transactions related to operations’ functions in a timely and accurate fashion

Experience with assisting in providing detailed and accurate resolutions of any escalated tasks

Experience working in Operations, on a Plan Management team

Strong understanding of defined contribution and defined benefits plans

Understanding of rules/regulations around contribution limits, plan loans, withdrawals, and plan documents

Able to interact with a diverse group of individuals across all business units

Communicate and follow up with other associates to ensure issues are resolved and communicated to customers in a timely manner

Able to work independently and in a team environment

Detailed oriented and have strong analytical thinking, communication skills, organizational and math skills

Participating in training and ongoing professional development such as processing addresses changes, Loan Reamortization, beneficiary maintenance, maintenance (demographic changes) and enrollment tasks. Also, process the reissuing of Stale Dated Purged Checks.

Provided training presentations, with new systems to new Voya employees in New York City

2009- November 2010 ING Quincy, MA

Plan Administration/State of Minnesota Payrolls

Processes and posted semimonthly, monthly and weekly payrolls, through an Omni application and the State of Minnesota payroll site

Ensures that all payrolls are posted accurately and meet SLA’s

Request ACH and wires from the state employees agencies and local companies

Communicate via email or phone any and all payroll related issues to ensure that monies are applied correctly and accurately to the participants account

2006-July 2009 Citistreet/ING Quincy, MA

Check Processor/Imaging Consultant

Process and scan 401-k loan and rollover checks into Power Imaging

Documented and filed all loan and rollover applications

Ensured that all loan applications are properly separated with barcodes

Manually print and deposit all loans, rollovers and payroll checks

1998–2005 Wal-Mart, Inc. Chalmette, LA

Department Manager

Ensures quality customer service to the customers and associates.

Implemented training courses for new associates- performance, productivity, and profitability.

Creating new and improves ideas of new/promotional products to drive sales.

Managed 5 associates in my department.

Organized annual departmental meetings to discuss the weekly/monthly increase.

1996–1997 College Delgado Community New Orleans, LA

Input Data Clerk

The JTPA program

File and recorded all annual program reports, finances, and schedules.

Organized annual meetings, regarding state funded programs and schedules.

Education

2001–2003 Delgado Community College New Orleans, LA

Associates, Business Administration.

High Achievements Awards.

2005- 2006 Bunker Hill Community College Boston, MA

Certificate Program, Medical Billing & Coding

Interests

Youth Minister, shopping, swimming, exercising, reading, computers

Accomplishments

While working with Citistreet, into INGI was a member of the Employee Resource Group, where I was able to learn the culture, core values and expectations as an employee. The Employee Resource Group was designed help every employee learn and develop their career path within the company. After being a member for two years, I was offered a leadership role as a chair of the African American Employee Resource Group. After, serving as Chair, I’ve gained a tremendous amount of employee engagement and understanding the culture of the company.

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