Overview
Work History
Education
Timeline
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Giselle McQueen

South Jordan

Overview

12
12
years of professional experience

Work History

PARTICIPANT RELATIONSHIP MANAGER

E*TRADE BY MORGAN STANLEY
Sandy
09.2024 - Current
  • Provided stock plan administration support for multiple corporate clients using the Equity Edge platform
  • Administered Stock Options, Restricted Stock Awards, and Performance Awards
  • Assisted clients with the processing of new grants, exercises, releases, performance measurement applications, dividends, deferrals
  • Ensured accurate and timely responses to all equity related inquiries and corrections internally and externally

ISSUE MANAGEMENT SPECIALIST

GOLDMAN SACHS
Draper
01.2022 - 09.2023
  • Managed the life cycle and coordination of action to resolve issues for all assigned issues/errors
  • Determined root cause analysis, identified and coordinated actions to fix the issues and appropriate controls/coaching/preventative measures are implemented
  • Managed the service level agreements and works with LRC to resolve or escalate issues appropriately for timely resolution
  • Maintained inventory of issues, current progress, and status updates using multiple systems such as Archer, JIRA, and smart sheets
  • Identified and proposed process improvements, including any workflow interface changes, when managing life cycle of issues/errors

DIGITAL FINANCE RESEARCHER

GOLDMAN SACHS
Draper
08.2019 - 12.2021
  • Subject matter expert in multiple high-risk queues- SCRA, Bk, Deceased, Metro-2, E-Oscar Disputes, Debt validation, Fraud, and Balance Refunds
  • Monitored/Escalated breaks in procedure and bugs with software tools
  • Compiled 2 LOB daily mid-day reports to measure success on closing high-risk cases, prioritizing upcoming cases to meet daily SLA goals, identify trends, and possible coaching opportunities

CARRIER INTEGRATION ENROLLMENT RECON ASSOCIATE

WILLIS TOWERS WATSON
Sandy
10.2015 - 01.2018
  • Processed daily reports to verify applications had been submitted correctly and escalated a list for ones that did not appropriately to ensure no interruption or stop in enrollment process
  • High level processing of various carrier files and their different characteristics aiding in application status updates and Identify trending issues with member applications
  • Participated in weekly meetings with The Carriers to ensure timeliness in regard to resolution of high-level escalations and the receipt of enrollment status files for book of business recon

CLIENT ESCALATIONS SPECIALIST

WILLIS TOWERS WATSON
Sandy
09.2013 - 10.2015
  • Direct contact for high-tier clients and acting liaison for their retirees seeking resolution
  • Managed high volume of 30 to 50 active escalations at a given time
  • Collaborated with cross-function to bring inquiries to a resolution in a timely manner by providing professional communication and follow-up with clients, participants, and decision makers

Education

High School Diploma -

Valley High School
Sandy, UT
06-2006

Timeline

PARTICIPANT RELATIONSHIP MANAGER

E*TRADE BY MORGAN STANLEY
09.2024 - Current

ISSUE MANAGEMENT SPECIALIST

GOLDMAN SACHS
01.2022 - 09.2023

DIGITAL FINANCE RESEARCHER

GOLDMAN SACHS
08.2019 - 12.2021

CARRIER INTEGRATION ENROLLMENT RECON ASSOCIATE

WILLIS TOWERS WATSON
10.2015 - 01.2018

CLIENT ESCALATIONS SPECIALIST

WILLIS TOWERS WATSON
09.2013 - 10.2015

High School Diploma -

Valley High School

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Giselle McQueen