Business Operations Analyst Client Operations Salesforce CRM

Alisse Land

Charlotte, NC • 704-***-**** • **********.******@*****.***

PROFESSIONAL SUMMARY

Financial Services Operations Specialist with 8+ years of experience supporting retirement and annuity operations, new business processing, case management, client service, regulatory compliance, and workflow optimization. Proven ability to manage high-volume caseloads, resolve complex account issues, improve operational efficiency, and ensure accurate policy administration. Experienced in collaborating with financial professionals, brokers, wholesalers, and cross-functional teams to deliver exceptional service and operational excellence in fast-paced environments.

CORE SKILLS

Salesforce CRM • Business Requirements Gathering • Retirement Operations • Annuity Administration • New Business Processing • Case Management • Client Service Operations • Policy Administration • Regulatory Compliance • Workflow Optimization • Account Maintenance • Escalation Resolution • Documentation Review • Financial Services Operations • Stakeholder Management • Cross-Functional Collaboration • Reporting & KPIs • Data Accuracy & Quality Control • Process Improvement • Customer Service • Cash Management • Issue Resolution • FINRA Support

EXPERIENCE

Client Operations Analyst Retirement & Annuity Operations

05/2022 – 01/2026

Equitable Advisors, Charlotte, NC

●Managed a high-volume portfolio of retirement and annuity cases, ensuring timely processing, policy issuance, and compliance with service-level agreements.

●Reviewed applications, onboarding documentation, and account records to identify deficiencies, resolve NIGO items, and support successful new business and policy issuance processing.

●Served as the primary liaison between financial advisors, brokers, wholesalers, and internal operations teams to resolve complex account and policy issues.

●Utilized Salesforce CRM daily to manage case workflows, document activities, track service requests, monitor case status, gather business requirements, and collaborate with advisors and cross-functional teams to support timely issue resolution.

●Processed retirement and annuity transactions, policy issuance requests, account updates, replacement requests, regulatory documentation, and account maintenance activities while maintaining accuracy standards.

●Supported compliance reviews, reporting activities, exception processing, and workflow improvement initiatives that enhanced operational efficiency and client satisfaction.

Conversion Case Manager

08/2021 – 04/2022

MassMutual, Charlotte, NC

●Managed insurance conversion cases, ensuring accurate review, documentation, and processing throughout the policy conversion lifecycle.

●Researched and resolved inquiries from financial professionals and field representatives using multiple internal systems and business resources.

●Reviewed policy documentation, prepared correspondence, and coordinated policy updates to support successful client account conversions.

●Evaluated incoming applications, gathered required information from internal business partners, and maintained accurate case documentation.

●Delivered exceptional customer service while balancing multiple priorities, ensuring compliance, accuracy, and timely completion of conversion activities.

Benefits Administration Analyst

10/2018 – 12/2020

Charlotte Surgery Center, Charlotte, NC

●Verified patient benefits and eligibility with 98% accuracy, reducing claim denials by 30%.

●Analyzed insurance and claims data to maximize reimbursement and improve revenue capture

●Reduced verification processing time by 25% through workflow improvements

●Collaborated with billing teams to resolve discrepancies, minimizing revenue leakage

●Ensured compliance with payer guidelines and healthcare regulations, reducing audit risks

●Communicated directly with patients, providers, and insurance carriers to resolve eligibility, authorization, billing, and claims inquiries

Financial Operations & Benefits Analyst

04/2013 – 08/2018

Medi Weightloss Clinics, Charlotte, NC

●Analyzed financial and benefits data to identify risk exposure, reducing revenue loss by 20%

●Improved billing accuracy and reimbursement processes through detailed data analysis

●Developed tracking and reporting tools to monitor key financial metrics and support data-driven decision-making

●Strengthened compliance processes, minimizing financial discrepancies and audit risks

●Verified patient insurance benefits, explained coverage and out-of-pocket costs, and supported both phone and in-person consultations

EDUCATION & CERTIFICATIONS

General Education Diploma (GED)

12/2001

Central Piedmont Community College

PROFESSIONAL TRAINING & DEVELOPMENT

Retirement Operations, New Business Processing & Compliance Training

05/2022 – 01/2026

Equitable Advisors

Conversion Case Management & Financial Systems Training

08/2021 – 04/2022

MassMutual

Healthcare Benefits & Eligibility Training

10/2018 – 12/2020

Charlotte Surgery Center

Financial Risk & Reporting Training

04/2013 – 08/2018

Medi Weightloss Clinics

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