Joyce Karpinski
Philadelphia,PA
Summary
Extensive experience in project management and client relations, with a strong focus on data trend analysis and problem resolution. Proven ability to enhance service quality and operational efficiency through effective team collaboration and client administration. Demonstrated success in driving improvements and achieving project goals.
Overview
43
43
years of professional experience
Work History
Project Specialist
Infosys BPM
Chesterbrook, PA
10.2020 - 06.2024
- Acted as business expert for Vanguard's defined contribution recordkeeping services, supporting operations and IT partners.
- Integrated technology solutions with IT teams to enhance existing systems' functionality.
- Created workbook requirements for system integration, reducing manual effort and improving user experience.
- Analyzed data trends to identify and resolve inaccuracies in automated workflows, enhancing service quality.
- Trained and supported staff during project transitions for seamless implementation.
- Developed and executed test plans and cases for new feature launches.
- Documented defects and tracked issues in management system for resolution.
- Reviewed specifications to ensure clarity and completeness of requirements.
Service Advocate / Service Owner
Vanguard Group
Malvern, PA
10.2016 - 10.2020
- Collaborated with team members to efficiently resolve complex client issues, enhancing satisfaction.
- Managed technology process improvement projects and IRS regulatory compliance changes, ensuring adherence to regulations.
- Developed data reports to monitor service adoption and identify inaccuracies for compliance.
- Identified workflow and data opportunities to improve recordkeeping systems and minimize manual efforts.
- Assisted internal teams by troubleshooting technical problems to resolve service issues.
- Provided training support on procedures, services, and system setup for operational and client teams.
- Coordinated with internal audit on resolution of findings, communicating outcomes to senior management.
Project Manager - Defined Benefits
Vanguard
Malvern, PA
01.2010 - 12.2016
- Managed multiple defined benefit projects using agile and waterfall methodologies to fulfill client requirements.
- Coordinated activities of a cross-functional project team across the organization.
- Oversaw project timelines and resource allocation to guarantee timely delivery of milestones.
- Led system platform changes and deconversions from Vanguard to ensure seamless transitions.
- Facilitated meetings with clients and vendors to review status updates and objectives.
- Communicated regularly with stakeholders to align on product strategies and vision.
- Conducted daily internal stand-up meetings to monitor progress toward sprint goals.
Client Relationship Manager
Vanguard
Malvern, PA
07.2007 - 12.2010
- Served as main contact for defined benefit and defined contribution clients, ensuring exceptional service delivery.
- Coordinated regular account reviews to proactively address client needs and concerns.
- Developed strong relationships with clients to enhance overall satisfaction.
- Provided prompt responses to client inquiries, requests, and complaints.
- Collaborated with internal operations to ensure accuracy of benefit calculations and timely data feed updates.
Implementation Project Leader
Vanguard
Malvern, Pennsylvania
09.1998 - 07.2007
- Collaborated with sales team to deliver final presentations for onboarding defined contribution plans.
- Led project management for seamless transitions from prior recordkeeper to Vanguard.
- Developed comprehensive project plans and schedules to guide team activities.
- Facilitated stakeholder meetings to gather requirements and refine project objectives.
- Analyzed data and fund mapping for integration into Vanguard's recordkeeping system.
- Established systems and services for new plans, ensuring accuracy through thorough testing.
- Coordinated fund movement from prior trustee to Vanguard, reconciling individual accounts.
- Monitored daily activity, administering plan summaries and workflows prior to client administration handover.
Banking Industry
Additional Experience
Philadelphia, Pennsylvania
01.1981 - 09.1998
- Initiated banking career in 1981 within trust operations at Girard Bank/Mellon Bank.
- Transitioned to First Pennsylvania Bank/CoreStates Bank in 1987, advancing from trust operations to client administration for retirement accounts.
- Managed client relationships as a trust officer at CoreStates Bank prior to departure.
Education
Associates - Business Management
Community College of Philadelphia
Philadelphia, PASkills
- Problem resolution
- Data analysis and reporting
- Project management
- Test planning and execution
- Client relationship management
Timeline
Project Specialist
Infosys BPM
10.2020 - 06.2024
Service Advocate / Service Owner
Vanguard Group
10.2016 - 10.2020
Project Manager - Defined Benefits
Vanguard
01.2010 - 12.2016
Client Relationship Manager
Vanguard
07.2007 - 12.2010
Implementation Project Leader
Vanguard
09.1998 - 07.2007
Banking Industry
Additional Experience
01.1981 - 09.1998
Associates - Business Management
Community College of Philadelphia