Operations Leader with 24+ Years Experience
Resume:
Sarah Poynter
317-***-**** *************@***.***
OBJECTIVE A desire to perform with excellence in a position that would require great skills including leadership, problem solving, and multi-tasking, communication, and team motivation.
SUMMARY OF QUALIFICATIONS
Organized and goal oriented with over 24 years of experience in Retirement Services Operations
Skilled in building excellent rapport with clients and team members, delegate effectively and motivate team members to complete on time project completion.
Problem solver, able to anticipate issues and create new procedures that will streamline operations, resolve concerns and improve efficiency.
Computer skills include: MS Word, Excel, Access, PowerPoint and Publisher.
Experience with Windows.
EXPERIENCE OneAmerica/VOYA – Forensics Research Associate Senior
06/18 - Current
Manage transaction reversals, corrections and reprocessing for items that have been identified as being processed incorrectly.
Blackline Suspense research, notifications to responsible parties and matching off items for 251 and 225 accounts.
Identify, analyze and report issue resolution trends for plans, tasks and/or associates to ensure customer experience is the focus.
Conduct intensive root cause analysis to continuously improve the customer experience, process, and overall associate performance development.
OmniPlus data, process and textfile updates.
Identify process adherence opportunities, collaborate, and communicate solutions.
Evaluate and recommend the most appropriate course of action and escalate options for decision and approval.
Identify system issues and engage Business Solutions Team or IT for appropriate resolution.
Maintain process integrity through ongoing review of audit reports/controls.
Support customer/exception processing.
EXPERIENCE OneAmerica – Supervisor of Operations
06/10-06/2018
Supervised up to 14 direct reports.
Manage timekeeping for direct reports.
Organize and assign workload to team to ensure all service deliverables are meet.
Constant Process/Workflow Improvement
Integration Testing
Involved in many projects to improve straight through process for internal and external clients.
Monthly touch point meetings with associates
Maintain monthly team schedule.
Complete monthly metrics and provide to Vice President of Retirement Services
Work with Human Resources on associate issues
Hiring manager.
EXPERIENCE OneAmerica – Team Lead Operations
2/1/09-06/10
Operations Team Player; Assist when needed while maintaining current job/role responsibilities and deliverables in the Data Transmission Unit
Update assigned Weekly Aux Report. Monitor and communicate with management any noticed trends, concerns, and ideas to ensure productivity.
Complete weekly 225 Suspense Report. Collaborate with IFD to research and resolve all discrepancies.
Attend delegated meetings and tasks previously assigned to management when necessary.
Participant in Contribution/Census Solutions project
Currently collaborating with IFD and Knowledge Management in developing mentor role within Learning Track. Assist IFD with creating breakdown of individual tasks.
OneAmerica – Data Transmission Unit
7/1/02-5/1/05 Account Representative I
5/1/05-2/1/09 Account Representative II
Provide technical assistance in a Call Center environment.
Handle Premier/Sensitive Clients.
Process contributions and census internally for Premier Clients.
Visit Premier Clients on location when requested.
Provide training for new Call Center Representatives.
Ongoing Training and Resource for all Call Center Representatives.
Assist in facilitating ExACCT/ExCCEPT training classes for CMS.
Create and update Call Center training materials.
Create and update internal Call Center procedure documents in Document Manager.
Assume management role when supervisor is out of the office.
Monitor and Route cSupport tickets assigned to Supervisor.
Monitor daily phone report when needed to maintain proper phone coverage.
Complete daily and monthly Call Center Phone Stats.
Complete call evaluations on a monthly/weekly basis for Call Center representatives.
Process and quality check client bank change requests.
Complete monthly Call Center scheduling calendar.
OneAmerica – Special Market Allocations
09/06/01 – 07/01/02 Processor I
Data entry
Communicate with Client Service Managers/Issues
Daily TRECS audit (unallocated funds)
Johnson Memorial Hospital
1997– 09/2001 Unit Secretary Med/Surg
Answers incoming telephone calls. Takes messages, obtains information, provides information as appropriate regarding patient status/condition, and routes calls or messages to appropriate person or department. Communicate with Client Service Managers/Issues.
Maintains log of admissions, dismissals, and transfers.
Maintains contact with ancillary departments to request services, obtains test results if needed, and notifies appropriate staff of results. Schedules patients for services as requested by provider or nurse.
Monitors information systems printer routinely throughout shift to ensure timely receipt and/or delivery of information. Check nurse’s station workstation for “terminal mail” and responds appropriately.
ACCOMPLISHMENTS
Medical Terminology course completed a Central Nine Vocational School.
Retirement Services Superstar 2nd Quarter 2005
Developed internal Call Evaluation Form and Access Database
Assist in review and updating of daily and monthly stats report, adding ease and accuracy to the process.
Created workflow for Debit Block issue and provided daily stats to upper management.
Multiple client visits to gain trust and ensure asset retention with the client following internal changes at One America.
Involved in the process of bringing HHC and Eddie Bauer on board with OneAmerica.
Attend Year End Census Workshop Presentations and provided feedback to CMS Consultants regarding ExACCT Presentation.
Completed Management Styles In Action (MSIA).
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