MARGARET SIMPSON
Denver,CO
Overview
17
17
years of professional experience
Work History
Sr. Complex Resolution Manager, TIAA Customer Care
TIAA FINANCIAL SERVICES
09.2019 - Current
- Collaborated with cross-functional teams to address issues impacting customer satisfaction levels.
- Improved customer satisfaction by efficiently addressing and resolving complex issues in a timely manner.
- Mentored junior team members, sharing knowledge and expertise to enhance their skills and performance.
- Utilized in-depth knowledge of internal processing systems to correct transaction errors.
Sr. Quality Analyst, TIAA Customer Care
TIAA FINANCIAL SERVICES
01.2018 - 09.2019
- Performed quality control and quality analysis for the Written Complaint, Center of Excellence and Case Work processes within the Customer Care department to ensure accuracy, consistency and adherence to regulatory requirements.
- Championed a culture of continuous learning within the Quality Analyst team, regularly sharing best practices and lessons learned to enhance collective capabilities.
Customer Resolution Manager, TIAA Customer Care
TIAA FINANCIAL SERVICES
01.2016 - 01.2018
- Identified and assessed customer's needs quickly and accurately.
- Managed high-volume customer inquiries, providing appropriate solutions while maintaining professional rapport.
- Recorded details of conversations, complaints and actions taken in CRM.
Specialist, Recordkeeping Services, Centralized Quality Control
TIAA FINANCIAL SERVICES
09.2014 - 01.2016
- Performed quality control checks on outgoing lump sum distributions in the Unified Desktop and EXP AG platforms.
- Generated reports to assess volumes and capacity.
- Former Chair of the Culture Action Team Communication Subgroup.
Compliance Analyst
COLORADO PUBLIC EMPLOYEES’ RETIREMENT ASSOCIATION
06.2013 - 09.2014
- Monitored adherence to industry regulations, ensuring timely reporting of any discrepancies or violations.
- Served as a subject matter expert on compliance matters, providing guidance and support to colleagues across various departments.
- Assisted in the preparation of reports for senior management, outlining findings from investigations into suspected non-compliant activities.
- Stayed current with latest changes to applicable regulatory standards and company procedures.
Specialist, Recordkeeping Service
TIAA FINANCIAL SERVICES
03.2008 - 06.2013
- Performed quality control checks on outgoing lump sum distributions in the Unified Desktop and EXP AG platforms.
- Generated reports to assess volumes and capacity.
- Former Chair of the Culture Action Team Communication Subgroup.
Education
B.A. - Sociology
METROPOLITAN STATE UNIVERSITY OF DENVER
Skills
- Positive attitude
- Customer service
- Time management
- Attention to detail
- Excellent communication
- Relationship building
- Conflict resolution
- Operations management
Certification
FINRA Series 7, FINRA Series 6, FINRA Series 63, Life Insurance, Health Insurance, Variable Insurance
Timeline
Sr. Complex Resolution Manager, TIAA Customer Care
TIAA FINANCIAL SERVICES
09.2019 - Current
Sr. Quality Analyst, TIAA Customer Care
TIAA FINANCIAL SERVICES
01.2018 - 09.2019
Customer Resolution Manager, TIAA Customer Care
TIAA FINANCIAL SERVICES
01.2016 - 01.2018
Specialist, Recordkeeping Services, Centralized Quality Control
TIAA FINANCIAL SERVICES
09.2014 - 01.2016
Compliance Analyst
COLORADO PUBLIC EMPLOYEES’ RETIREMENT ASSOCIATION
06.2013 - 09.2014
Specialist, Recordkeeping Service
TIAA FINANCIAL SERVICES
03.2008 - 06.2013
B.A. - Sociology
METROPOLITAN STATE UNIVERSITY OF DENVER
Summary
Professional with strong background in conflict resolution, adept at managing high-pressure situations and delivering effective solutions. Proven ability to foster team collaboration and adapt to changing needs while maintaining focus on achieving results. Skilled in communication, negotiation, and problem-solving, consistently ensuring seamless operations and client satisfaction. Reliable and resourceful, well-equipped to drive impact within any organization.
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