Myra D. Ferrell
Charlotte,NC
Summary
Highly-motivated and diligent employee with a desire to take on new challenges. Hands on strong work ethic, adaptable, and exceptional interpersonal skills. Adept at working effectively unsupervised while quickly mastering new skills.
Overview
34
34
years of professional experience
Work History
Sr. Business Integration Consultant
TIAA
Charlotte , NC
05.2022 - Current
- Engages with upper management regularly with reports on project status, activities and achievements.
- Tests solutions for effectiveness across Operations and communicates effectively
- Identify departmental needs and technical direction.
- Worked with Robotics personnel to communicate interface elements and achieve customer usability targets.
- Strategizes solutions for problems and challenges.
- Demonstrates leadership by making improvements to the readiness team while assisting in training and hiring others.
- Works successfully with diverse groups of coworkers to accomplish goals and address issues related to our products and services.
- Completed and follows through on oral and written directions.
Business Management Specialist
TIAA
Charlotte , NC
2019 - 05.2022
- Assisted with coordination of daily activities for projects.
- Met schedule and deadlines by ensuring that work was completed efficiently.
- Facilitated communication between team members regarding project tasks and deadlines.
- Scheduled meetings, check-ins and appointments for team members and supervisors.
- Managed project calendars, adjusted timelines and adhered to deadlines.
Senior Record Keeping Specialist
TIAA-CREF
Charlotte , NC
05.2010 - 09.2015
- Facilitated team huddles using lean capacity management principles to flex workloads between Pay-In Quality Control (QC) processes.
- Collaborated with TIAA consultants related to implementation of process improvements as a result of problem solving.
- Assisted in developing visual management boards related to four separate processes to monitor production and capacity management.
- Accurately researched and reported trends that affect work processes and work intake; provided impactful and efficient action plans to help eliminate waste in day to day work.
- Effectively handled quarterly SOP reviews and standard work.
- Led cross-site training of 20+ associates for effective resource management.
- Recognized and awarded the Process Excellence Award (PEX) for problem solving of the asset transfer form process.
- Attended Management Academy, Working at the Speed of Trust, Coaching Your Team, and Crucial Accountability.
Customer Service Representative
TIAA-CREF
Charlotte , NC
01.2007 - 05.2010
- Provided quality service to customers related to asset transfer form requests and reduced NIGO queues by working with financial consultants and related associates.
- Responsible for accurate reporting.
- Ensured asset transfer requests were set up accurately for letter of acceptance.
Customer Service Representative
TIAA-CREF
Charlotte , NC
06.2001 - 01.2007
- Acted as a liaison to managing 15 institution requests for enrollments and posting of client premiums.
- Accurately performed calculations related to gains or losses.
- Performed rollover/transfer payments to and from contracts to serve client requests.
- Processed refund payments for reconciliation of unclaimed payments.
Receptionist/Administrative/Telephone Service Counselor
TIAA-CREF
New York , NY
04.1990 - 06.2001
- Professionally supported field consultants by responding to telephone/written communication and in person visits from participants and institutions. Accurately researched payments received, contract eligibility, policy loans and individual life insurance products.
- Received excellent reviews for creative problem solving and resolution of client complaints.
Quality Assurance Analyst
TIAA
Charlotte , NC
09.2015 - 2019
- Excels within deadline-intensive environment, ensuring the accurate and on-time completion of QC/QA related tasks and volumes related to service level agreements.
- Proven ability to coach and mentor employees for better understanding of processes and scores.
- Leads various team projects/meetings: Learning Portal, Asset Transfer Cash biweekly call, CQC workshops (designed to discuss ways that are sustainable to drive improvements and lower defects/client complaints in processing and QC).
- Perform accurate review of disputes.
- Develop opportunities to educate around client defect and quality scores.
- Maintain quality assurance procedures while performing after posting/disbursement quality reviews.
- Ensure participant accounts are whole after finding defects.
- Accurately report complaint tasks to appropriate areas after performing root cause analysis.
Education
Bachelor of Science - Business Management
University of Arizona Global Campus (UAGC)-Online)
Arizona City, AZ05.2022
Associates Degree - Business/Office Administration
Berkeley College
Certificate - White Belt
TIAA
Skills
- Microsoft Office: Outlook, Excel, Word, and PowerPoint
- TIAA Systems: EXPAG, Siebel, Plan Rules/Prism, Unified Desktop/Workflow, and OMNI Plus
- Strong communication; both oral and written
- Excellent at problem-solving while being friendly and courteous
- Ability to negotiate and network for results
- Great at coaching and motivating staff for effective outcomes
- Organized to handle multiple tasks simultaneously and efficiently
Timeline
Sr. Business Integration Consultant
TIAA
05.2022 - Current
Quality Assurance Analyst
TIAA
09.2015 - 2019
Senior Record Keeping Specialist
TIAA-CREF
05.2010 - 09.2015
Customer Service Representative
TIAA-CREF
01.2007 - 05.2010
Customer Service Representative
TIAA-CREF
06.2001 - 01.2007
Receptionist/Administrative/Telephone Service Counselor
TIAA-CREF
04.1990 - 06.2001
Business Management Specialist
TIAA
2019 - 05.2022
Bachelor of Science - Business Management
University of Arizona Global Campus (UAGC)-Online)
Associates Degree - Business/Office Administration
Berkeley College
Certificate - White Belt
TIAA
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