Hanna Lao
Stockton
Summary
Dynamic operations professional with a proven track record at Morgan Stanley, excelling in regulatory compliance and process enhancements. Recognized for training new employees and resolving complex client issues, I leverage strong analytical skills and effective communication to drive continuous improvement and elevate service quality in fast-paced environments.
Overview
6
6
years of professional experience
Work History
Insurance & Annuities Operations Associate
Morgan Stanley & Co. LLC. Group (via Pride Tech.)
South Jordan
05.2023 - Current
- Fulfilled responsibilities in a temp-to-perm capacity for seven months.
- Lead daily operations by assisting financial advisors with complex annuity and insurance tasks, including order processing, licensing, and product support.
- Escalated time-sensitive cases to designated internal teams, preserving service quality during resolution.
- Maintain knowledge of firm policies and regulations, and product eligibility criteria, to support advisor performance.
- Recognized for reliability, product knowledge, and the ability to handle advanced client inquiries without escalation.
Fraud & Disputes Operations Representative
Alorica Inc.
Salt Lake City
03.2022 - 01.2023
- Trained 40 new employees over two weeks, enhancing team readiness and productivity.
- Resolved issues of irate clients, ensuring satisfaction through effective de-escalation techniques.
- Processed time-sensitive cases involving fraud reports, such as identity theft and account takeover.
Customer Service Representative
Mortgage Educators
American Fork
03.2021 - 12.2021
- Processed over 50 transactions and reports while managing 40 daily calls.
- Responded to emails and chats from students to address inquiries promptly.
- Graded assignments for more than 100 students across multiple courses.
- Recorded feedback and delivered reviews during online webinars to enhance student understanding.
Call Operator
Connexion Point
Provo
09.2019 - 02.2021
- Handled call center telephone console, responding to 50 daily incoming calls and directing to suitable personnel.
- Adhered strictly to all safety regulations while performing duties according to established procedures.
- Engaged in continuous training on updated Medicare policies throughout the year.
Education
Associate of Arts - Interdisciplinary Studies: Arts, Humanities & Social Sciences
San Joaquin Delta College
Stockton, CA12.2018
Skills
- Microsoft Office proficiency
- Operations/database management
- Quality control analysis
- Regulatory compliance
- Workload prioritization
- Cross-department collaboration
- Process enhancements and revisions
- Continuous improvement
Websites
Affiliations
- Gouache and acrylic Painter
- Musical proficiency
- Local paddle boarder
References
References available upon request.
Timeline
Insurance & Annuities Operations Associate
Morgan Stanley & Co. LLC. Group (via Pride Tech.)
05.2023 - Current
Fraud & Disputes Operations Representative
Alorica Inc.
03.2022 - 01.2023
Customer Service Representative
Mortgage Educators
03.2021 - 12.2021
Call Operator
Connexion Point
09.2019 - 02.2021
Associate of Arts - Interdisciplinary Studies: Arts, Humanities & Social Sciences
San Joaquin Delta College