Brenda Wilmore
Centennial,CO
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
42
42
years of professional experience
Work History
Associate Trainer
Empower
01.2023 - Current
- Facilitated New Hire Training topics to On and Offshore representatives
- Subject matter expert on certain topics with the Empower Up training program
- Took calls during Group Call Analysis to help associates understand the types of call associates will receive and learn best practices for handling different types of calls
- Offer 1x1 coaching support to learners that need additional assistance with the material
- Support On the Job debriefs to help identify topics and/or procedures that New Representatives need attention assistance with
Team Lead/Senior Retirement Representative
Empower
01.2015 - 01.2022
- ppaWorked with Participant Services New Hire Leadership team
- Assisted New Hire Manager with New Hire Temporary Employees by mentoring, coaching and call monitoring
- Conducted one on one and lead weekly Fast Meetings with the Temporary Employees
- Helped with side by sides and debriefs and New Hire Assist Line
- Answered approximately 50 incoming telephone inquiries from Retirement Representatives
- Address questions and concerns in relation to investment options/withdrawals/deferral changes and specific policy and procedures per plan document
- Help Representatives interrupt resources or direct to correct resources to assist with calls in the future
- Reviewed, researched and completed approximately 25 service requests for designated teams
- Provided procedure updates and corrections to the online Participant Services Resource
Administrative Assistant
Congregation Rodef Shalom
01.2010 - 01.2015
- Provided administrative/secretarial support for the synagogue such as answering telephones, assisting visitors, recording reservations for all events/activities and resolving and referring a range of administrative problems
- Processed and recorded all financial transactions into Membership Management database
- Handled all incoming dues payments either by check, credit cards, recurring payments and ACH payments
Operations Representative
TransFirst
01.2010 - 12.2010
- Merchant support through inbound/outbound calls
- Visa/MasterCard chargeback processing
- Reviewed Visa/Master card disputes and ensured that proper documentation was received from merchant and sent to issuer to remedy the chargeback
Supervisor, Transfer Agency Operations
OppenheimerFunds, Inc.
01.2003 - 12.2009
- Supervised and led the day-to-day operations of nine non-exempt employees to ensure that daily tasks were completed on time and accurately
- Updated and maintained on-line reference tools and Operational Guidelines
- Introduced a Throughput Productivity Model, which increased the accountability of each individual and a 22% increase in productivity over the previous year with a higher rate of accuracy
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
Supervisor /Assistant Supervisor/Institutional Service Representative for Branch Client Services
Merrill Lynch and Company, Inc.
01.1983 - 12.2003
- Managed an operational and call center staff of 8 non-exempt employees providing telephone support to 380 branch offices across the United States with an average of 125 telephone calls and 50 service requests daily
- Reconciled account balances, dividend payment discrepancies, and approved all account adjustments
- Reviewed and approved monetary and securities transactions for disbursements, and internal or external transfers
- Subject Matter Expert for Six Sigma projects: Improved two institutional processes by reducing redundancies and rework that resulted in a $125,000 savings in the first year
- Developed the original User Requirements to automate Institutional ASAP processing
- The automation was completed in 1996
- Handled escalated issues and inquiries from the branch offices
- Answered general questions regarding margin, asset transfer services, trade settlements, dividends and mutual fund trades
- Serve as a liaison between Supervisor, team, and other departments about resolving problems and/or issues in appropriate time, while assuring open communication lines
- Responded to questions and resolved issues within the scope of Institutional knowledge with confidence
- Worked with internal and external clients to ensure that trades were processed within established time frames
- Provided operational, procedural and processing support to seven Branch offices, consisting of 156 Financial Consultants
- Partnered with Administrative Assistants and Financial Consultants to identify, analyze and resolve problems within operational guidelines and regulatory requirements to ensure customer satisfaction
Education
Bachelor of Arts - Elementary Education
Wichita State University
Wichita, Kansas12.1981
Skills
- FINRA 6 registration
- FINRA 63 registration
- Microsoft Office Suite
- Word
- Excel
- PowerPoint
- Internet searches
- Analytical Thinking
- Research
- Problem-Solving
- Regulatory Requirements
Timeline
Associate Trainer
Empower
01.2023 - Current
Team Lead/Senior Retirement Representative
Empower
01.2015 - 01.2022
Administrative Assistant
Congregation Rodef Shalom
01.2010 - 01.2015
Operations Representative
TransFirst
01.2010 - 12.2010
Supervisor, Transfer Agency Operations
OppenheimerFunds, Inc.
01.2003 - 12.2009
Supervisor /Assistant Supervisor/Institutional Service Representative for Branch Client Services
Merrill Lynch and Company, Inc.
01.1983 - 12.2003
Bachelor of Arts - Elementary Education
Wichita State University
Similar Profiles
Tatyana CousinsTatyana Cousins
Senior Specialist – Operations Support Service at EmpowerSenior Specialist – Operations Support Service at Empower
Tami StobelTami Stobel
Coordinator, Sales & Service at EmpowerCoordinator, Sales & Service at Empower
Lauren RossLauren Ross
Retirement Services Representative at EmpowerRetirement Services Representative at Empower