Michelle Robinson
Charlotte,NC
Summary
Results-driven Retirement Operations Specialist with a proven track record in streamlining processes, enhancing operational effectiveness, and leveraging data analysis to drive improvements.
Overview
16
16
years of professional experience
Work History
Retirement Operations Specialist
Accenture/TIAA
Charlotte, NC
02.2025 - Current
- Streamlined operational processes to enhance efficiency and reduce turnaround time.
- Analyzed data trends to provide insights for process improvements and operational effectiveness.
- Accurately process transactions such as loan payoffs, ad hoc withdrawals, IRA conversions and re-characterizations, SPT's, hardship, adjusted accumulations,forfeitures, etc.
- Daily analyze case manager to make sure all work is allocated properly and is completed on time.
- Send out oracle business intelligence report (OBI) to team members and managers hourly.
- Provide training and assistances
- Rebalance associates basket on an hourly basis.
Retirement Operations Specialist
TIAA
Charlotte, NC
09.2019 - 02.2025
- Coordinated cross-functional teams to support project initiatives and ensure alignment with business objectives.
- Accurately process lump-sum transactions.
- Analyze case manager report to make sure all work is assigned and is completed.
- Send out oracle business intelligence report (OBI) hourly to team members and managers.
- Answer questions and assist with problem solving.
LIFE AND ANNUITY CONSULTANT II
TIAA
Charlotte, NC
10.2015 - 03.2019
- High volume inbound call canter.
- Effectively communicate with clients about their annuity contracts.
- Process transactions such as accumulation transfer, allocation changes, ad hoc withdrawals, etc.
- Discuss and accurately explain our death benefits, annuity income options, investments, accumulation values and interest rates.
- Working closely with WMA's and CRM's to achieve the best annuity stream that will fit our clients financial needs.
- Collaborate with third party admins to answer all of their questions, completing transfer of ownership forms, 1035 exchanges, and fund performance.
- Deliver outstanding service to clients to maintain and extend relationship for future business opportunities.
- Prepare annuity income illustrations and annuity income forms.
Retirement Operations Specialist
TIAA
Charlotte, NC
02.2010 - 10.2015
- Oversaw day-to-day operations, delegating tasks appropriately to ensure smooth workflow and timely completion of projects.
- Accurately process a variety of transactions.
- Make out bound calls to clients and plan administrators to verify transaction request.
- Provide training to new associates while maintaining a high level of productivity and quality.
- Facilitate team huddle on a monthly basis to share and discuss trends and best practices.
Education
Bachelor of Science - Business Administration
Johnson C. Smith University
Charlotte, NC05-1993
Skills
- Operational efficiency
- Planning and coordination
- Cross-functional communication
- Analytical Thinking
- Data analysis
- Flexibility
- Process Analysis
Timeline
Retirement Operations Specialist
Accenture/TIAA
02.2025 - Current
Retirement Operations Specialist
TIAA
09.2019 - 02.2025
LIFE AND ANNUITY CONSULTANT II
TIAA
10.2015 - 03.2019
Retirement Operations Specialist
TIAA
02.2010 - 10.2015
Bachelor of Science - Business Administration
Johnson C. Smith University