Danielle M Costine

Managed digital site operations for Retirement Solutions and Nationwide Retirement Institute, overseeing a portfolio of over 100 websites.

Key responsibilities included:

• Ownership of the digital roadmap
• Project management
• IT project consulting
• Implementation of digital solutions
• Process improvement
• Analytics and personalization
• Ensuring compliance with regulatory requirements
• Continuous education to stay updated on digital standards and trends

Achievements:

• Successfully managed multiple projects simultaneously, maintaining excellent communication with clients and meeting all deadlines.
• Analyzed performance metrics to optimize content strategy based on audience behavior patterns.
• Collaborated with key partners, including IT, UX, creative, business, and vendors, to meet business goals.
• Selected by leadership to participate in department process evaluations in 2021 and 2017.
• Evaluated and recommended process improvements for creative digital implementation processes.

Managed content for over 60 Retirement Plans websites, consulting with clients on site updates, maintenance efforts, and recommending solutions to help them achieve their goals.

Responsibilities:

• Implemented business projects and campaigns provided by Digital Planners and Project Managers (e.g., My Interactive Retirement Planner, My Health Care Tool, National Save for Retirement Week).
• Ensured websites complied with brand voice, website standards, and legal/regulatory requirements.

Key achievements:

• Designed and implemented a streamlined process for site update/maintenance requests, improving organization, speeding up implementation, and providing transparency to clients.
• Recommended increased document ownership by site management, saving over 200 hours annually in overhead.
• Implemented reporting improvements for reassessing obsolete requests, saving site management over 50 hours annually in overhead.

Defined, planned, and managed the Request for Proposal (RFP) process for each assigned case opportunity, coordinating multiple proposal projects simultaneously.

Key responsibilities:

• Designated by leadership as the primary reviewer and approver for all outgoing RFPs from Case Management.
• Maintained and updated Case Management’s database to improve processes and ensure consistent RFP responses.

Achievements:

• Led efforts on RFPs totaling over $12 billion in assets, including those for the State of Idaho, County of San Diego, and State of Ohio, resulting in Nationwide retaining $11.2 billion in assets.

Handled 70-100 inbound calls daily across multiple record-keeping systems.

Responsibilities:

• Conducted in-depth research on participant and plan sponsor issues, acting as a liaison between various departments, including senior management, Processing, and Issue Resolution.
• Served as a Subject Matter Expert, assisting Project Management in executing recommended changes and improvements to the Contact Center.
• Managed the Contact Center Recognition Program, providing incentives and rewards for associate performance.