Amanda Klinker
Auburn,IN
Summary
Accomplished Project Management Consultant highly effective at refining workflow and schedules to enable successful projects. Collaborative leader with a strategic mindset. Strong communication, time management and planning abilities.
Overview
21
21
years of professional experience
Work History
Project Management Consultant
Lincoln National Life Ins. Co.
10.2017 - Current
- Coordinate and complete the Manual Fee and Cash Out projects from beginning to end
- Communicate across the organization to impacted departments and contributors this allows us to maintain an open line of communication for our customers.
- Liaised with business partners across RPS such as Account Management, Sales Support, Product, IT, Conservation, Call Center and multiple processing areas such as Money In, Money Out, Complex Processing, Complex Corrections and New Business
- Provided detailed and professional external communications to our TPA, Plan Advisory Service and Consultant contacts
- Plan level projects that I manage include the following: Quarterly Manual Fees, Quarterly Cash Out Project, Fee Equalization Audit, Plan Expense Funding Payments, Automated Gross Pricing Shortfalls, Vendor Payouts, Merrill Lynch Automated Shortfalls
- Contributed and implemented Secure 2.0 process improvements on Plan Level Services projects
- Collaborated with IT the required Secure 2.0 data point updates and timing to the data Cash Out Application and then tested output
- Reconfigured the cash out letters for the new Secure 2.0 options
- Implemented the AWD FEE Rip and testing for both PLS and Finance
- Managed the updates to the Fee Reconciliation process that allows SS&C to wire funds daily based on a new batch number system, eliminating the need for a monthly reconciliation
- Provide input, suggestions and approvals to the Exception Management Committee for manual fee and cash out exceptions
- Maintain Service levels for the AWD FEE Queue and PLS Inbox
- Organized and participated in meetings and workshops to foster shared project approach and track progress including the Green Belt project for cash outs
- Monitored project performance to identify areas of improvement and make adjustments
- Met or exceeded the team quality goal of 98% for AWD FEE and FUNDING work items
Team Lead Accounting Assistant
Lincoln National Life Ins. Co.
08.2013 - 09.2017
- Created and applied payments to invoices in QuickBooks for Alliance, Multi-Fund and GVA while completing all billing functions
- Communicated with customers both external and internal to maintain an open line of communication on their billing status
- Completed aging reports and follow-ups with appropriate business partners
- Calculated Plan Expense funding on a monthly and quarterly basis in Excel
- Provided input and in depth fee knowledge to developed the Plan Expense funding database
- Used Excel, pivot tables and formulas, such as VLOOKUP and IF statements
- Communicated detailed information to Account Management, Relationship Management, Finance and upper Management
- Balanced and researched the State Street receivable, Lincoln receivable and suspense accounts using Business Objects, PeopleSoft, AWD and internal customer resources
- Supported Finance on E&Y audits by gathering backup for each request using Business Objects, AWD, QuickBooks and PeopleSoft
- Assisted in projects such as Phase II Audit, Implementation Review, Alliance Plan Audit Position, DOL (Alliance/Director Fees for Service, Director TPA Subsidy, Director hybrid PEA funding, Director Recognition) and Gross Pricing Operation
- Monitored and maintained Shared Mailboxes and AWD Queues
- Worked with peers to create and organize the training needs for Tiering Program
- Tested the Alliance Plan Expense Database, CorpSysHome for ACH Debit process and AWD flows for various projects
- Journal review and approval using PeopleSoft and Business Objects
Quality Control Analyst
Lincoln National Life Ins. Co.
10.2007 - 08.2013
- Completed monthly phone evaluations for all IAO inbound and outbound call centers while meeting the required number of audits for monthly deadline
- Reviewed daily shift, AWS and PR transactions and communicated with customer service representatives when corrections or clarification was needed for accurate processing
- Provided feedback to managers, trainers and Business Analysts with suggestions on areas of improvements in regard to system issues and training needs
- Created the monthly phone audit schedule which determined the number of audits performed by each auditor and their daily function
- Maintained the monthly report for the auditor’s average phone audit score and provided updates to management
Call Center Registered Representative
Lincoln National Life Ins. Co.
06.2004 - 10.2007
- Assisted in the transition of the GVA business from the Portland, ME office to Fort Wayne
- Provided personalized customer service to clients, agents, providers, and financial planners regarding details of retirement accounts
- Mentored new call center representatives for Alliance, Multi-Fund and Group Variable Annuities
- Researched inquires pertaining to client’s accounts and contracts along with communicating the information to all parties impacted
- Maintained or exceeded all customer service standards per job specifications
Education
NASD Series 6 license -
01.2004
Indiana Institute of Technology
01.2001
High School Diploma -
DeKalb High School
Waterloo, IN01.1997
Skills
- Project scheduling
- Project oversight
- Key relationship development
- Schedule management
- Attention to detail
- Problem-solving
- Data mining
Timeline
Project Management Consultant
Lincoln National Life Ins. Co.
10.2017 - Current
Team Lead Accounting Assistant
Lincoln National Life Ins. Co.
08.2013 - 09.2017
Quality Control Analyst
Lincoln National Life Ins. Co.
10.2007 - 08.2013
Call Center Registered Representative
Lincoln National Life Ins. Co.
06.2004 - 10.2007
NASD Series 6 license -
Indiana Institute of Technology
High School Diploma -
DeKalb High School
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