Lisa L. Benitez

**** ******** **** **** 804-***-****

Glen Allen, VA 23060

SUMMARY

Licensed Operations Manager with over twenty years in a variety of managerial, operations and customer service positions in the Retail Banking Industry and Brokerage Industry. Strong, analytical, communication and organization skills. I am a detail oriented problem solver able to adapt quickly to diverse tasks and responsibilities.

EXPERIENCE

WELLS FARGO ADVISORS

Brokerage Services 2003-Present

IRA/QUALIFIED PLAN, CALL CENTER

Licensed Operations Manager, Assistant Vice President

Finra Series 99 Licensed

Assisted in establishing a new Call Center for Wealth Investment Management

Created a new team to assist with DOL rules who took calls on incoming rollover funds

Manages directly 15-20 IRA call center associates and through subordinates operational activities for a large single functional unit or multiple sections.

On boarded contract workers to assist with tax season volume annually

Manages ongoing processing efforts and is accountable for unit budget.

Track team member performance

Facilitate one-on-one meetings to discuss performance

Track PTO for to ensure ample staffing for the phones

Distribute and coordinate assignments

Participate in process improvement discussions

Lead small to medium sized projects

Respond to inquiries from the field on all issues

Monitor agent call queues daily to ensure quality stats are met

Run daily reports to ensure daily percentages are met such as AHT and Service Levels

Research and resolve escalated issues

Monitor calls to ensure that they are in compliance with IRS standards

Provide up to date information daily to the team

Identify and schedule training opportunities and initiate progressive discipline as needed

Provide feedback regarding absenteeism, policy violations or work progress

Volunteer as part of disaster and recovery team

Volunteer as Lead Chair on Latin Team Member Network planning community activities

Named BSG Premier Service Professional for Wells Fargo Brokerage

AIG ROYAL ALLIANCE 2000-2003

Brokerage Services

RETIREMENT SPECIALIST

Received calls from Representatives in the field to answer any inquiry

Managed the adman wire system to communicate efficiently to ensure timely processing

Responsible for answering questions on all types of Retirement Plans

Acted as a liaison for processing and the financial advisors

Upgraded the clients accounts as necessary

Addressed all items in the workflow to ensure they are processed within company deadlines

Received training in several online courses several times a year

PERSHING 1999-2000

RETIREMENT SERVICES

IRA Distribution Department

Sorted out and process one times that are received daily, using a pace system to issue checks

Administered Fed Funds that are requested by clients on a timely basis

Managed an adman wire system to communicate efficiently with correspondents to ensure timely processing

IRA JOUNRALS DEPARMENT

Managed rollovers that are received from other institutions. Transferred funds between IRA accounts and Retail accounts as trades settle

Processed Roth Conversions and Recharacterizations

Handled all contributions for IRA’s and Qualified Plans

CHASE MANHATTAN BANK 1996-1999

Retirement Investment Center

IRA/Qualified Plan Team Leader

Managed a staff of 8-10 employees.

Served as initial “go to” person for the team to discuss concerns

Resolved escalated customer calls and issues for service team

Primarily responsible for the establishment of IRA’S and Qualified Plans

Received and processed transfers and rollovers

Processed contributions to all IRA’s and Qualified Plans

Handled Roth Conversions and Recharacterizations

Volunteered as a part of Chase’s Testing Team

Trained individuals into the Acquisition Department

Awarded certificates in Retirement Plan Training

Maintained employee files such as PTO and Sick time

INDEPENDENCE COMMUNITY BANK 1988-1996

Retail Bank

Customer Service Representative

Opened new accounts such as checking, savings and IRA’s

Closed Loans (Auto, Personal)

Responded to Mortgage Verifications

Processed distributions to the IRA’s as needed

Typed letters for customers, staff and branch managers

Trained new employees into Customer Service

Received a certificate in Cross Selling Training

EDUCATION AND TRAINING

Strayer University Graduated 2015 Graduation 2014

Masters Degree: Masters of Science

Concentration: Management/Business

Strayer University Graduated 2012

Bachelors of Business Administration

Concentration: Management

St. John’s University Attended 1986-1988

Major: Liberal Arts

Completed 2 years

Msgr. Scanlon High School Graduated 1986

Academic Degree

VOLUNTEER EXPERIENCE

Latin Team Member Network Chair Current

Boy Scouts of America 2003-2017

Greater Mt. Moriah Baptist Church Current

Lead projects to feed the homeless

Girl Scouts of America 2004-2010

Troop Leader

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