RAQUEL GALINDO

Client Service Manager experienced in directing activities in multiple task setting. Talented at developing strategies, setting goals and training employees. Confident and decisive when communicating goals and vision to succeed. Organized and alert, builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Cautious and dedicated to critical thinking and conflict resolution. Strong understanding of streamlining procedures to increase production rates, maintain processes and maximize employee progress. Trains new hires and mentors struggling workers to achieve overall team success. Highly effective at troubleshooting and supervising talented teams. Meticulous and client-centered professional, excellent at juggling multiple tasks and working under pressure. Creates dynamic and positive workplace culture to align with organizational mission and values. Diplomatic and friendly with strong dedication to employee training and satisfaction. Focused on driving employee performance, achieving team goals and delivering consistent, on-time project completion. Solid understanding and easily adapt to multi computer systems.

While a Client Service Representative on the SIMPLE/SEP IRA team, consistently led the team in numerous service cases handled, while maintaining a close rate well within SLA. Promoted to Client Services Service Rep II in just over a year of starting as a Client Service Rep within the SIMPLE/SEP IRA team. Quickly took on elevated technical responsibilities, handling matters such as money movement issues, participant contribution discrepancies and payroll reconciliation. Developed deep relationships within SMEs in payroll and money movement teams to quickly and accurately adjust contribution and match discrepancies. Developed methods on spreadsheets to reconcile accurate contribution and match rates. Delivered difficult but critical news to at risk plan sponsors when compliance matters were overdue in a tactful and easy to understand manner.

• Work directly with our Dbal team and San Dimas team to clear open non-sufficient funds (NSF) items making ADP whole. Documented and resolved NSF on contributions, which led to $81k+ in ADP potential losses turning into profit.
• Collaborated in development of Web Direct/MyKPlan walk-thru website and FAQ's. Conducted a training to all on SIMPLE IRA Service/Impl/Sales team on walk-thru fully getting clients on board on MyKPlan/Web Direct.
• Graduate and Alumni of IMPROVE Academy. Project was completed and implemented which was to decrease debits to the client due to reversals from 80 debits per week to zero by 11/27/18. By decreasing debits to clients, we improved client experience, profitability and reduced calls. These results are aligned to the Win As One Goals of Simplify: Take out the work and Grow: Dramatically improve the client experience and grow bottom line financials.
• Used Microsoft Excel to develop billing tracking spreadsheets to work towards researching plans for opportunity of bringing current and lowering our dollars and plans in aging.

• FINRA Licenses SIE, Series 6, 63 and 26