Celina Duran
Albuquerque,NM
Summary
Dynamic leader with 12 years of team management experience at Fidelity Investments, driving operational excellence and strategic planning. Expert in coaching and mentoring, I enhanced team productivity through innovative process improvements. Proven track record in risk management and performance metrics, fostering a culture of collaboration and high-quality service delivery.
Overview
13
13
years of professional experience
Work History
Director, Qualification Services
Fidelity Investments
10.2022 - Current
- Successfully managed four teams across Qualification Services that supported a wide range of services, such as Integrated Beneficiary Qualification, Life Insurance Claims, Qualified Medical Child Support Orders and Retiree Admin work.
- Leveraged professional networks and industry knowledge to strengthen client relationships.
- Spearheaded innovative approaches to resource allocation and strategic planning.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Trained and guided team members to maintain high productivity and performance metrics.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Reduced operational risks while organizing data to forecast performance trends.
- Partnered with internal and external business partners to ensure the client's implementation experience was streamlined and target dates were successfully met.
Director, CSA Team Lead
Fidelity Investments
09.2021 - 10.2022
- Managed a team of Client Service Administrators (CSA) cross multiple sites that provide day-to-day support for Fidelity's Workplace Investing Clients, and internal business partners across all market segments.
- Coached and mentored CSAs to provide timely and accurate results to help address service request transactions, solve problems, research and access data on their benefit programs at Fidelity (401(k)/403(b), Non-Qualified Plan and HSA).
- Partnered with the CSA Leadership Team and Console to ensure daily, weekly, and monthly staffing margins were met and properly planned to support inbound phone volume.
- Coached and developed high performing CSAs to achieve and exceed Client's expectations, Operational and Personal Development goals
- Accountable for inbound phones calls and operational metrics being met, such as XTRAC (%) in standard, XTRAC rate, Same Day Email Response, Utilization, CEI, Errors, Adherence and Quality Accuracy.
- CSA Segment 1 (Concierge) liaison, responsible for managing the daily operational workflow strategy designed to efficiently support XTRAC and Salesforce volume and execute against SLAs in a timely manner to meet goal.
- Partnered with the VP, Advisor Concierge contact within the Managing Director team to strategize and implement business initiatives to drive together process improvements and deliver an overall exceptional client experience.
- Responsible for the coordination and planning for weekly PSW Onboarding learning sessions for new clients that recently went through implementations.
Director, Inbound – Check Processing
Fidelity Investments
06.2016 - 09.2021
- Managed a team of Transaction Processing Representatives who performed a customer validation review of the check (personal/business), the customer's account, and analyzed corresponding documents to determine accurate IGO/NIGO status of the deposit.
- Partnered with the Check Processing Management team to assess resource allocation and ensure an accurate staffing plan was in place to met strategic planning goals.
- Responsible to review and maintain policies and procedures to ensure resources were updated and aligned with risk and compliance requirements.
- Created and maintained reporting to track volume inventory and team performance (daily, weekly, monthly, quarterly and yearly).
- Coached and mentored individuals by providing guidance and support with their development and career planning.
- Held individuals and team accountable to performance KPIs such as rate productivity, quality, schedule adherence, utilization and timeliness.
- Proactively partnered on project initiatives focused on improving quality results, leadership development and refining training curriculum.
- Facilitated daily, weekly and monthly team meetings to discuss business updates and team building exercises.
- Recognized and encouraged individuals for their performance and contribution to the team.
- As a member on the End to End PlanningTeam I was responsible for calibrating on the organizational planning across the Inbound business organization for Holiday and high-volume seasons.
- Partnered with Workforce Solutions and HR on the interviewing and hiring process of individuals to ensure proper staffing.
- Lead the development of the OSG Trainer role within the Check Processing Inbound business organization focused on developing individuals to define their coaching style, develop their leadership skills, refine their facilitation skills and educate on the importance of different learning methods to improve the training experience for all associates.
- Inspired and developed Work Leads, peer managers and mentees by offering career development support, encouraging a culture of innovated solutioning and offer collaboration methods to foster a one team dynamic.
Senior Manager, Qualification Services – QDRO/QMCS
Fidelity Investments
06.2015 - 04.2017
- Managed a team of QDRO Analysts who performed review of Qualified Domestic Relations Orders (QDROs) who determined whether the Orders were qualified under the applicable provisions of ERISA, the Internal Revenue Code, and the specific QDRO Approval Guidelines and Procedures of the plan.
- Managed a team of QMCSO Specialists who performed review of Medical Child Support Orders, who determined qualification status, and completed the appropriate processing steps based on eligibility for healthcare benefits under the employers’ plans.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Provided strong leadership to enhance team productivity and morale.
- Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Manager, Participant Services
Fidelity Investments
05.2013 - 06.2015
- Managed a team of successful phone associates to met and/or exceed daily and MTD KPI goals.
- Coached and developed associates with a goal of delivering exceptional customer service.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Supported the client team by reporting trends, communicating client updates and resolving escalated issues
Customer Service Representative
Fidelity Investments
04.2012 - 05.2013
- Responded to customer requests for products, services, and company information.
- Increased efficiency and team productivity by promoting operational best practices.
- Cross-trained and backed up other customer service managers.
- Trained staff on operating procedures and company services.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promptly responded to inquiries and requests from prospective customers.
Education
High School Diploma -
Rio Grande High School
Albuquerque, NM05-1999
Skills
- 12 years of Team management
- 10 years of Operations management
- Team collaboration
- Business planning
- Coaching and mentoring
- Risk management
- Leadership development
- Logistics management
- Process improvement
- Strategic planning
- Performance management
Timeline
Director, Qualification Services
Fidelity Investments
10.2022 - Current
Director, CSA Team Lead
Fidelity Investments
09.2021 - 10.2022
Director, Inbound – Check Processing
Fidelity Investments
06.2016 - 09.2021
Senior Manager, Qualification Services – QDRO/QMCS
Fidelity Investments
06.2015 - 04.2017
Manager, Participant Services
Fidelity Investments
05.2013 - 06.2015
Customer Service Representative
Fidelity Investments
04.2012 - 05.2013
High School Diploma -
Rio Grande High School
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