ALEXIA POOLE
GOLD HILL
Summary
Survivor Benefits Representative with over 10 years of experience in retirement benefits, restaurant management, and retail management. Proven expertise in customer service, team leadership, and training. Recognized for innovative problem-solving and effective management of complex tasks, with a focus on enhancing client satisfaction.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Survivor Benefits Representative
Tata Consultancy Services (TIAA)
Charlotte
02.2021 - Current
- Processing lump-sum withdrawal, beneficiary in the plan, direct transfer, and rollover requests
- Training new hires in both the lump-sum retirement and survivor departments
- Cross-trained existing employees
- Daily use of Excel, Outlook, and Teams
- Data entry
- Organizing and running meetings
- Quality-checking tasks processed by other associates.
- Handling an average of 75 cases per day
- Knowledge of the laws and regulations pertaining to retirement plan funds and distributions
- Use of Tableau
- Coordinated training sessions for new hires, fostering a knowledgeable team and ensuring consistent service quality across departments
- Created SOPs for system changes
Assistant Manager
Dimaggio's Pizzeria
Davidson
01.2015 - 01.2021
- Making sure every customer is satisfied and building relationships with them
- Training staff members
- Maintaining food safety and quality
- Managing employee scheduling
- Managing employee payroll
- Taking care of all monetary transactions
- Creating and managing the budget
- Daily inventory and ordering all supplies
- Daily cleaning, restocking of the restaurant
- Opening and closing of the store, including balancing the money and all supplies and orders
- Creating new specials weekly
- Managing the business social media
- Answering phones, taking orders, and attending to all customer service related issues.
Manager
Nomad Aquatic Center Proshop
Huntersville
07.2015 - 10.2017
- Overseeing employees, scheduling, training, and approving time off
- Ordering new merchandise quarterly to keep up with style and demand
- Providing healthy snack choices for the swim teams
- Selecting, ordering, and coordinating swimwear for all teams and age groups
- Answering calls from customers and figuring out their needs.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Processing lump sum withdrawal, direct transfer and rollover requests
- Training new hires in both the Survivor and Lump Sum departments
- Cross trained existing employees
- Daily use of Excel/Outlook
- Data entry
- Organizing and running meetings
- Quality checking tasks processed by other associates
- Handling an average of 75 tasks per day
- Knowledge of the laws and regulations pertaining to retirement plan fund distributions.
- Use of Tableau
- Coordinated training sessions for new hires, fostering a knowledgeable team and ensuring consistent service quality across departments.
Education
CNA Certification -
Rowan Cabarrus Community College
Kannapolis07-2015
High School Diploma -
Penn Foster High School
Scranton, PA09-2014
Skills
- Microsoft Word
- Microsoft Excel
- Outlook
- Customer service
- Training
- Problem solving
- Data entry
- Team management
- Quality assurance
- Payroll management
- Social media management
- Inventory management
- Tableau
- SQL (beginner)
Certification
- Certified Business Analyst
- Certified Nursing Assistant
Timeline
Survivor Benefits Representative
Tata Consultancy Services (TIAA)
02.2021 - Current
Manager
Nomad Aquatic Center Proshop
07.2015 - 10.2017
Assistant Manager
Dimaggio's Pizzeria
01.2015 - 01.2021
CNA Certification -
Rowan Cabarrus Community College
High School Diploma -
Penn Foster High School
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