CAROLYN SPEARS
Greer,SC
Summary
Dynamic customer-centric specialist with a proven track record in retirement solutions, adept at resolving complex inquiries and elevating client satisfaction. Expertise in processing transactions and providing insightful education on retirement plans, ensuring informed decision-making. Eager to leverage skills to contribute to team growth and drive business success as an Int Account Manager.
Overview
1
1
Certification
26
26
years of professional experience
Work History
Sr. Customer Care Specialist-Mega
Transamerica Retirement Solutions
Saint Petersburg, FL
03.2022 - Current
- Handle inbound Mega, RAD, Advance, Concierge and Mid/Large calls to assist participants, beneficiaries, and advisors with retirement plans.
- Process transactions for callers, including loan initiation, withdrawals, enrollment, contribution changes, rollovers, consolidation, and fund transfers or guided them on self servicing online options.
- Educated callers on plan provisions and processes to support informed decision-making.
- Advised participants on tax implications and fees to facilitate informed retirement decisions.
- Assisted callers with changes to contributions and rollovers in compliance with regulations.
- Updated caller information in systems and guided on self-updating options to enhance user experience.
- Provided website assistance, including registration, password resets, and navigation support.
- Sent necessary documents via email, fax, or mail for various transactions.
Sr. Customer Care Representative-Mid/Large
Transamerica Retirement Solutions
Saint Petersburg, FL
01.2020 - 03.2022
- Resolved retirement plan inquiries for participants and advisors through inbound calls, ensuring clarity and satisfaction.
- Executed transactions for callers, including loans, withdrawals, and fund transfers, facilitating smooth account management.
- Educated callers on retirement plan provisions, processes, fees, and tax implications.
- Provided guidance on initiating, refinancing loans, and managing contributions.
- Clarified procedures for rolling money into or out of Transamerica accounts, empowering callers to make informed financial decisions.
- Ensured callers received accurate information to make informed financial decisions.
- Updated personal information for callers in systems and guided them on online updates.
- Sent necessary documents via email, fax, or mail to facilitate transaction processing.
In-Home Personal Support
Always Promoting Independence
Saint Petersburg, FL
03.2013 - 12.2019
- Provided in-home care to elderly and physically or mentally challenged adults, managing medications and assisting with daily living activities.
- Assisted clients with bathing, grooming, dressing, and mobility support.
- Monitored client conditions by taking vital signs and documenting changes to inform care adjustments.
- Transported clients to medical appointments using proper lifting techniques for safety.
- Advised clients on nutrition and housekeeping to improve their daily living activities.
- Performed light housekeeping duties, including laundry and grocery shopping for clients.
- Demonstrated strong interpersonal skills while communicating with clients' families and healthcare professionals.
- Prioritized daily tasks to ensure efficient time management and client care.
Broker Dealer Liaison
Transamerica
Saint Petersburg, FL
08.2000 - 03.2013
- Built and strengthened relationships with broker dealers by handling rejected trades and monitoring compliance with rules and regulations.
- Ensured compliance with applicable regulations related to broker-dealer activities.
- Identified discrepancies in client accounts and transactions, mitigating potential losses or liabilities.
- Took inbound calls from and made outbound calls to financial advisors, and/or broker dealers for mutual fund accounts.
- Contributed to projects such as fund liquidations, selling agreements, and audit support to enhance operational efficiency.
- Supported three different areas within the Transamerica Asset Management transfer agency including Intermediary Services, Financial Control, and Account Services.
Education
High School Diploma -
Lakeland Senior High School
Lakeland, FL06-1992
Some College (No Degree) - Computer Repair Technician
St Petersburg Jr College (St Petersburg College)
Saint Petersburg, FLSkills
- Regulatory compliance
- Salesforce
- Microsoft Office 365
- Creative solutions
- Multitasking and organization
- Time management
- Adaptability and flexibility
- Customer service excellence
- Timely communication
- P3
- Chorus
Certification
- Series 6 license (expired), Behavioral Analyst Assistant, CPR/First Aid, HIPAA, Personal Disaster & Emergency Preparedness (FEMA, Disaster Planning & Kits, Terrorism -Chemical Biological, Active Shooter), Medication Administration Assistance (Oral, Topical, Transdermal, Ophthalmic & Optic), Supported Living Coach
Timeline
Sr. Customer Care Specialist-Mega
Transamerica Retirement Solutions
03.2022 - Current
Sr. Customer Care Representative-Mid/Large
Transamerica Retirement Solutions
01.2020 - 03.2022
In-Home Personal Support
Always Promoting Independence
03.2013 - 12.2019
Broker Dealer Liaison
Transamerica
08.2000 - 03.2013
High School Diploma -
Lakeland Senior High School
Some College (No Degree) - Computer Repair Technician
St Petersburg Jr College (St Petersburg College)