Cedar Rapids Customer Experience

ERIKA WOODS

Cedar Rapids, IA 319-***-**** *********@*****.***

PROFESSIONAL EXPERIENCE

Transamerica – Cedar Rapids, IA / Remote

Finance Supervisor, Licensing and Compensation

Nov 2021 – Feb 2024

Led and managed the Licensing and Compensation team, ensuring operational efficiency and accuracy.

Oversaw work queues and implemented systems to ensure timely completion of all tasks.

Spearheaded the design and implementation of a new workflow enhancement system.

Monitored and resolved compensation issues, including backpay, while mitigating operational risks.

Tracked key performance metrics including daily/monthly processing volumes and quality measures.

Manager, Operations

Jan 2003 – Nov 2021

Mentored, coached, and trained employees across multiple roles, including new hires and management staff.

Identified process inefficiencies and implemented strategic improvements.

Directed the launch of key business units such as Bencor, Cash Management Services (CMS), and Defined Benefit transitions.

Managed RIA/Broker relationships and ensured accurate setup and compensation processing.

Utilized Salesforce and other systems to update broker and alliance codes; ensured FINRA compliance.

Authored standard operating procedures (SOPs) for new business processes.

Improved customer experience through data reporting, quality tracking, and automation tools.

Played a pivotal role in technology enhancements, including PARIS 3 and online distribution programming.

Collaborated with the AWD team to develop Knowledge Enabler (KE) scripts for workflow routing.

Monitored scheduling and overtime to optimize resource allocation and workflow completion.

Kay Jewelers – Cedar Rapids, IA

Store Manager

Jun 1999 – Jan 2003

Set and tracked sales goals; led the team to exceed performance expectations.

Managed P&L responsibilities, inventory, merchandise audits, and operational logistics.

Trained and developed new and existing staff to improve sales techniques and product knowledge.

Recognized as a top-performing sales associate.

EDUCATION

Kirkwood Community College – Cedar Rapids, IA

Associate Degree in Veterinary Technology

Aug 1999 – May 2002

PROFESSIONAL DEVELOPMENT

Leadership Essentials Seminar

oTopics: Managing and motivating talent, people management philosophy, accountability, coaching, and communication.

AWD Conference – Training on Automated Work Distributor systems.

BENCOR Conference – Training on new block of business integration.

COMMUNITY INVOLVEMENT

Volunteer: Habitat for Humanity, United Way of Iowa, Camp Courageous, Sweet Corn Festival

2008 Flood Community Cleanup Volunteer

Treasurer: TAFT PTO

Participant: Big Brother/Big Sister, Bowl for Kids’ Sake

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