Customer Service Support

Cheryl Y. Thomas

Windsor, CT 860-***-****

**********@*****.***

Dynamic, Service-Oriented Retirement Plan Specialist

Passionate About Providing Excellent Customer Service to Plan Sponsors

Retirement Plan Management expert who excels at understanding the needs of Plan Sponsors, Brokers, and TPAs, and delivering solutions to complex service issues. History of providing excellent customer support and cultivating collaborative relationships with Subject Matter Experts (SMEs) and other key internal stakeholders to achieve business targets.

Skills

Customer Service

Request for Proposal (RFP)

Due Diligence Questionnaire (DDQ)

Collaboration

Time Management

Problem Resolution

Retirement Knowledge (401K, 403B, 457, IRA)

Professional Experience

Voya Retirement Insurance and Annuity Company (Formerly Known as ING Life Insurance and Annuity Company) – Windsor, CT

RFP Specialist, Request for Proposal Team – Windsor, CT 2019 - 2023

Served as RFP Specialist in a fast-paced environment for the Tax Exempt and Small Mid Corporate Market. Ensured on-time completion of proposals and information security questionnaires. Closely collaborated with Subject Matter Experts (SMEs) such as Legal, Information Technology & Security, Product Management, Field Sales Representatives, Internal Wholesalers, and Operations.

Completed Request for Proposals (RFP) for the Tax-Exempt Market and the Small Mid Corporate Market.

Pull responses from the Ovidian Database and craft some responses accordingly to what best suit the proposals.

Prepares the first draft of the RFP and distributed to the field, product, and sales teams for review.

Worked with multiple departments and organizations within Voya (Legal, Product, Field Sales Representatives, Internal Wholesales, and Operations) to successfully complete the responses in a timely manner.

Plan Manager, Sponsor Services Resolution, Plan Management - Windsor, CT 2010 - 2019

Specially trained Plan Manager who provided superior customer service to Plan Sponsors, TPAs, Brokers and internal customers as part of the Sponsor Services Resolution Team.

Provided excellent customer service via the Sponsor Services Resolution 800 line.

Researched and responded to client inquiries received via the 800 line and the Team email box within the defined Service Level Agreements (SLAs).

Prepared quarterly, simi-annually, and annual reconciliation reporting of contributions, distributions, loans, fees, and annual audits.

Plan Manager, Plan Management – Windsor, CT 2007 - 2010

Primary customer contact for specific sponsored TPA Modeled plans. Provided resolution of complex service issues through direct contact with Sponsors, Brokers, TPAs, and other external customers and internal functional units.

Managed 120 plans with over 5000 participants on a daily bases by researching and revolving any complex issues that may have arrived such as payroll contributions errors, loan repayments, and distributions.

Took ownership of all requests and followed through by making sure that the customers’ requests were met and by setting reasonable expectations to prevent escalations.

Education

Associate of Science (AS), Business Administration, Manchester Community College

Professional Licenses & Certifications

Series 26 Registered Principal and Series 6 Registered Representative.

Accredited Retirement Plan Specialist (Certified).

Software Skills

Microsoft Applications (Word, Excel, PowerPoint, SharePoint, Teams, Outlook), Adobe Acrobat Pro, Salesforce, ACES, CSW, Omni, Presto, People Soft, Task Manager, Ovidian, and Seismic.

Key Accomplishments

Received many recognitions for providing exceptional customer service.

Was awarded $1000 of Mutual funds for replying to customer requests beyond the Service Level Agreement set by the Department.

Received the “Be A Great One Award” for continuously providing excellent service to the customer.

REFERENCES AVAILABLE UPON REQUEST

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