Al Dankha
Niles,IL
Summary
Client-focused professional with 10+ years of experience as a primary client contact. Consistently delivered solutions to resolve conflicts and improve client satisfaction, successfully managing high inquiry volumes to achieve company goals.
Overview
10
10
years of professional experience
Work History
Senior Associate Client Service Manager - GOVT
Empower
03.2024 - Current
- Accountable service delivery for dedicated and pooled plans, ensuring high client satisfaction by proactively resolving issues and delivering exceptional service.
- Coordinate resolution of client issues by collaborating across internal departments: functional processing, systems, financial control, and technical support.
- Act as a direct point of contact for plan sponsors and third-party administrators, such as retirement counselors, leveraging this extended responsibility to resolve issues efficiently and enhance client satisfaction.
- Present comprehensive training materials to team members, ensuring clarity and driving adoption of new processes and systems.
Money-In Processing Specialist
Empower
04.2022 - 03.2024
- Accurately process participants’ contributions, loan payments, and rollovers for private and government retirement plans.
- Identify and prioritize high dollar value transactions to process in our proprietary software.
- Research transactions that are missing critical information before processing.
- Communicate with plan administrators and present solutions that will help streamline their contributions’ submission process.
Financial Customer Service Professional
Empower
11.2021 - 04.2022
- Answer an average of 50 incoming calls from participants inquiring about their accounts, seeking help with distributions, and website login.
- Open service requests to the appropriate internal departments to resolve conflicts.
- Provide participants with information on retirement plans as well as IRS laws and regulations.
Account Executive
Verity IT
01.2021 - 09.2021
- Identify and develop prospects, including C-level executives, through in-person visits and phone calls.
- Present IT solutions by conducting remote or on-site presentations.
- Averaged about 100 outbound calls to small and medium-sized businesses to qualify them as leads and convert them to opportunities in Salesforce.
Lead Account Executive
Cydcor, LLC
05.2016 - 10.2017
- A management training program in a firm that was focused on acquiring and retaining customers for Fortune 500 companies through direct residential marketing.
- Consistently reached and exceeded the minimum daily quota of 3 sales.
- The program included sales, recruiting, and managing new Account Executives.
- Coached Account Executives on goal setting, recruiting, and recruiting.
Bank Teller
Byline Bank
01.2016 - 05.2016
- Process monetary transactions such as deposits and withdrawals.
- Generate leads by introducing new and existing customers to alternative banking options.
- Balance my cash till at the end of each shift and close my workspace.
Education
Bachelor of Science - Business Management
Northeastern Illinois University
Chicago, IL05.2024
Associate of Arts - undefined
Oakton Community College
Des Plaines, IL07.2022
Skills
- Client Focused
- Client Communication
- Coordination
- Collaboration
- Prioritization
- Retirement education
- Presentations
- Training
Assessments
Customer Focus & Orientation Niles, IL
Expert Sep 2021
Full Results: Expert
Sales Skills Niles, IL
Expert Sep 2021
Full Results: Expert
Timeline
Senior Associate Client Service Manager - GOVT
Empower
03.2024 - Current
Money-In Processing Specialist
Empower
04.2022 - 03.2024
Financial Customer Service Professional
Empower
11.2021 - 04.2022
Account Executive
Verity IT
01.2021 - 09.2021
Lead Account Executive
Cydcor, LLC
05.2016 - 10.2017
Bank Teller
Byline Bank
01.2016 - 05.2016
Associate of Arts - undefined
Oakton Community College
Bachelor of Science - Business Management
Northeastern Illinois University
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