Joan M Orrico

• Document and organize current processes and procedures.
• Provide best practices to Corporate Clients where needed.
• Mentored junior staff, fostering skill development and knowledge sharing within the team.
• Collaborated with stakeholders to define project scope and align on objectives effectively.
• Cultivated relationships with clients, driving customer satisfaction through tailored solution offerings.

• Led cross-departmental teams to implement process improvements and optimize workflow efficiency.
• Oversaw project timelines and deliverables for a database migration, ensuring adherence to high-quality standards and client expectations.
• Resolved escalated Corporate Client issues promptly, ensuring positive outcomes and retention.
• Met with Corporate Clients to discuss service needs and develop effective and practical solutions.
• Managed a team of 23 Plan Administrators servicing ~150 Corporate Clients.

• Managed the Plan Administration Database for 8 Corporate Clients.
• Processed annual grants, releases and purchases to completion.
• Developed training materials for new staff, improving onboarding processes and knowledge retention.
• Worked closely with multiple cross functional teams at the client to ensure proper reporting.

Managed a team that supported the Equity Compensation Business including settlement, risk and cashiering.

• Led cross-functional teams to implement process improvements, boosting productivity and service quality.
• Oversaw daily operations, ensuring compliance with regulatory requirements and company policies.

• Manage a team of 26 associates whose primary responsibilities involve customer contact to resolve any issues regarding paperwork and/or checks.
• Support the TD Waterhouse Branch Network (140 branches).
• Established and maintained a 24 hour benchmark.
• Ensure all associates achieve their required minimum performance goals on phone evaluations.
• Created and implemented an Associate Rewards & Recognition program.
• Ensure the department was in compliance with all firm procedures by obtaining a satisfactory rating on internal audits.
• Assisted in the design and implementation of Imaging Workflow.
• Thorough knowledge of the US Patriot Act, KYC, OFAC and AML regulations.

• Recruited, trained, and mentored a staff of 32 associates.
• Resolve complex inquiries from internal customers resulting in increased customer service, efficiency and customer satisfaction.
• Ensured all customer accounts were opened in compliance, including AML, OFAC and Patriot Act regulation.
• Created new procedures to effectively improve the process of activating accounts from the branch offices.

• Supervised a clerical staff of 32 associates.
• Trained associates on company policy and procedures.
• Closely monitored incoming paperwork to ensure adequate staff and quality of service.
• Provided strong customer service to internal customers.
• Provided statistical reports to management on department productivity.

• Established and maintained new customer accounts.
• Entered customer information into system utilizing Oracle and ADP.
• Basic administrative duties include typing, filing, faxing, and copying.