Summary

Overview

Work History

Education

Skills

Timeline

LAKEISHA WALKER

Lewisville,TX

Summary

Dedicated and analytical Retirement Benefits Case Manager with 15+ years of experience in financial services and high-volume client environments. Proven expertise in navigating complex ERISA regulations, qualified/non-qualified plan designs, and risk management to safeguard client assets. Adept at managing critical project timelines, tracking operational metrics, and translating complex analytical data into clear, client-friendly solutions. Exceptional communicator skilled at building cross-functional alignment and successfully navigating high-stakes, difficult client interactions to ensure premium service delivery.

Overview

years of professional experience

Work History

Retirement Benefits Case Manager

Fidelity Investments

Westlake, TX

05.2022 - 06.2026

Product Knowledge & Risk Management: Managed a high-volume caseload of 75–100+ active retirement accounts; utilized deep knowledge of ERISA regulations and plan designs to guide clients through complex 401(k), pension, and healthcare enrollments.
Project Management & Timelines: Maintained 98–100% data accuracy in CRM systems while managing strict processing timelines; successfully set clear performance expectations for both internal teams and client stakeholders.
Analytical Translation: Selected for a pilot case management team to analyze current workflows, interpret program data, and translate analytical outcomes into actionable feedback for structural process improvements.
Communication & Collaboration: Partnered cross-functionally to eliminate operational bottlenecks, reducing case processing delays by 15%+. Navigated sensitive client dynamics to boost scheduling efficiency and reduce missed appointments by ~20%.
Leadership & Mentorship: Selected as a Peer Guide for a pilot college readiness initiative, managing timelines and mentoring 4 incoming student cohorts to ensure a successful launch.

401(k) Customer Service Specialist

06.2017 - 05.2022

High-Volume Execution: Handled 50–80+ daily client interactions regarding retirement plans, maintaining rigorous quality benchmarks and compliance standards.
Analytical Problem Solving: Processed high-risk, high-volume transactions—including withdrawals, loans, and plan enrollments—with a consistent 99% accuracy rate.
De-escalation & Resolution: Resolved complex, sensitive financial inquiries, leveraging strong communication skills to achieve an 85%+ first-call resolution rate.
Training & Onboarding: Mentored and trained incoming specialists on internal database systems, regulatory basics, and client-facing communication best practices.

Business Customer Service Representative

Sprint Corporation

Dallas/Fort Worth, TX

01.2010 - 01.2015

Account Project Management: Partnered closely with sales units to manage timelines, track operational requests, and manage billing expectations for high-value business and government accounts.
Analytical Accuracy: Successfully completed critical iDEN migration projects with 100% data integrity while consistently meeting quarterly performance and quality goals.

Enterprise Care Team Mentor

01.2009 - 01.2010

Difficult Interactions: Provided advanced escalation support for high-priority business clients, successfully resolving difficult account and service issues.
Process Improvement: Analyzed persistent service roadblocks and translated those findings into operational improvements to enhance the overall customer experience.

Enterprise Care Representative

01.2007 - 01.2009

Managed inbound and outbound communications regarding high-volume billing issues, line activations, and technical troubleshooting.