Remote Customer Success & Operations Coordinator

BETH YOUNG

321-***-**** • *******.*****.***@*****.*** • Remote / Open to Relocation • NPN: 21066046 Licensed Insurance Agent (Life, Health & Annuities) Retirement Plan Administration Specialist QuickBooks Certified P ROFESSIONAL S UMMARY

Versatile, licensed professional with 30+ years of progressive experience across financial services, retirement plan administration, insurance, and hospitality operations management. Proven track record of navigating complex regulatory environments, building lasting client relationships, processing intricate financial transactions, and leading high-performing teams. Multi-state licensed insurance producer (42 states) with deep expertise in retirement plans, ACA/health insurance, ERISA compliance, and customer-focused service delivery. Known for meticulous attention to detail, adaptability across industries, and a consistent commitment to operational excellence. CORE COMPETENCIES

Retirement Plan Administration (401k / ERISA)

Hardship Withdrawal Processing & NIGO

Resolution

ACA Enrollment & Health Insurance Compliance

Client Relationship & Account Management

Team Leadership & Staff Development

P&L Management & Budget Reconciliation

Salesforce CRM HealthSherpa QuickBooks

Online

Multi-State Insurance Licensing (42 States)

Regulatory Compliance & Recordkeeping

Customer Service Excellence — Phone, Chat &

Written

P ROFESSIONAL E X P E R I E N C E

Wealth Management Account Processor

FIS Global / T. Rowe Price (via GenPACT) 2025 – 2026 Short-term Contract Remote

• Processed 401(k) loans and distribution requests with precision, ensuring full ERISA compliance and plan-specific accuracy.

• Managed comprehensive recordkeeping including participant accounts, contribution tracking, and plan data maintenance.

• Provided multi-channel customer service (phone, email, correspondence) to plan participants, resolving complex issues in coordination with compliance teams.

• Supported eligibility verification, documentation processing, and other plan administration functions. Owner & Licensed Insurance Agent

Forever Young Partners 2025 – Present Remote

• Founded and operates an independent agency providing bookkeeping services to individuals and small business owners.

• Manages client accounts, policy administration, compliance documentation, and financial recordkeeping; QuickBooks Pro Certified (AP/AR, reconciliations, financial reporting).

• Licensed in 42 states for Life, Health, and Annuities; NPN 21066046. Licensed Health Insurance Agent

Americas Trusted Benefits (Residual Brothers) March 2025 – June 2025 Remote

• Managed 30+ daily inbound inquiries from policyholders; conducted needs analyses and guided clients through plan selection with clear, compliant communication.

• Documented all interactions in CRM for compliance, follow-up tracking, and quality assurance. Hardship Support Services Specialist

Empower (via Swipe Jobs) April 2024 – August 2024 Short-term Contract Remote

• Guided 30+ retirement plan participants weekly through complex hardship withdrawal processes, achieving a 95% first-contact NIGO resolution rate.

• Processed $2M+ in participant distributions while maintaining zero compliance violations against IRS and plan- specific guidelines.

• Educated clients on financial impacts of early withdrawals, loan alternatives, and tax implications; maintained detailed case records in Salesforce CRM.

Licensed Health Insurance Agent

American Health Marketplace October 2024 – January 2025 Seasonal Remote, Oakland Park, FL

• Conducted ACA-compliant needs assessments across 42 states; achieved 85% client retention through personalized enrollment support and ongoing policy management.

• Utilized HealthSherpa to streamline enrollment, ensuring accurate documentation and federal regulatory compliance.

Licensed Health Insurance Agent

Globe Life Insurance January 2024 – March 2024 Remote

• Conducted Zoom consultations to review coverage, identify gaps, and recommend tailored solutions; managed multi-state documentation and compliance requirements. Tier II Customer Support Specialist — TurboTax

Concentrix December 2023 – February 2024 Seasonal Remote

• Resolved complex tax filing errors and account discrepancies for 40+ customers daily during peak season; achieved 92% customer satisfaction rating via Salesforce CRM case management. Manager on Duty / Front Desk Agent

Courtyard by Marriott & Hampton by Hilton (Ocean Partners Associates) April 2022 – July 2023 Cocoa Beach, FL

• Managed multi-department hotel operations (front desk, housekeeping, maintenance, F&B) for 150+ room properties as sole manager on duty (3 PM–midnight).

• Led cross-functional teams of 20+ staff; implemented training programs that improved guest satisfaction scores by 18%.

• Oversaw monthly financial reporting, budget reconciliation, and P&L analysis; handled all guest escalations and service recovery.

ADDITIONAL E X P E R I E N C E

Key Holder / Assistant Manager Dollar General May 2021 – April 2022 Cocoa West, FL Assistant Manager Sonic Drive-In October 2020 – April 2021 Sales Associate 7-Eleven Convenience Store May 2019 – October 2020 Assistant General Manager Dunkin' Brands (Dunkin' Donuts) April 2018 – May 2019 30+ years of progressive hospitality and franchise management (General Manager, Operations Supervisor) across Marriott Hotels, Hampton Inn, Dunkin' Donuts, Sonic Drive-In, and 7-Eleven — 1996 to 2018, with career breaks for family. CERTIFICATIONS & L I C E N S E S

• Florida Life, Health & Variable Annuities License (2-14 & 2-40) — Active in 42 States NPN: 21066046

• Certified QuickBooks ProAdvisor — Bookkeeping & Tax Level 1 — Intuit, 2025

• AHIP Certified — Active through December 2025

• Hospitality Management Certificate — Alison, Online

• Certified Travel Agent

• ServSafe Manager Certified CPR/AED/First Aid Alcohol Compliance E D U C A T I ON

Bachelor of Science in Business (In Progress — Expected February 2030) High School Diploma Lowell High School, Lowell, MA 1997

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