Ray Williams
Senior Brokerage Operations Professional
Coon Rapids,MN
Summary
Operations specialist skilled in optimizing workflows and driving efficiency. Strong background in process improvement, logistics, and strategic planning. Emphasizes team collaboration and consistently adapts to changing needs. Known for reliability, problem-solving, and delivering results.
I seek to apply my expertise in retirement products within a customer service role that offers advancement opportunities and values integrity, ethical standards, performance-based rewards, and strong teamwork.
As an organizational professional with extensive experience in operations, retail sales, and management, I possess key strengths in problem-solving and exceptional customer service. I am reliable, detail-oriented, and highly organized, consistently delivering outstanding service.
Overview
2026
2026
years of professional experience
Work History
Senior Brokerage Operations Professional
Thrivent Financial
01.2015 - Current
- I support Thrivent Financial members as well as representatives by advising on retirement account processes, including account openings, fund transfers, and disbursements.
- Mentored team members on best practices and operational procedures.
- Developed training materials to support onboarding of new staff members.
- Handle email correspondence related to transfer cases.
- Collaborated with cross-functional teams to enhance service delivery and client satisfaction.
- Enhanced customer satisfaction with timely order fulfillment and proactive communication.
- Maintained and prioritized to-do-list and followed up to complete tasks on-time.
- Interacted well with customers to build connections and nurture relationships.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Retirement service specialist II
Wells Fargo
2007 - 01.2013
- Collaborated with team members to streamline processes, enhancing overall operational efficiency within the department.
- Assisted clients in understanding retirement options and benefits, ensuring compliance with regulations and company policies.
- Led initiatives focused on quality assurance, maintaining high standards in service delivery across all client interactions.
- Cultivated strong relationships with clients through excellent communication skills and genuine concern for their needs, leading to increased client retention rates over time.
- Streamlined service processes for quicker response times, enhancing overall customer experience.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Handled escalated customer concerns with professionalism, resulting in improved relationships and repeat business.
Education
High School Diploma -
Hopkins High
MinnetonkaSkills
- Articulate retirement product details clearly
- Skilled in managing high-stress caller interactions
- Skilled in handling documents and maintaining accounts on multiple systems
- Efficiently prioritized calls in high-volume settings without compromising service quality
- Staff training and development
- Workflow management
- Asset management
- Operational excellence
- Process documentation
- Customer service
- Staff training
Awards
Received over 25 Best Shots for exceptional customer service at Wells Fargo Investments, Wells Fargo Mortgage collector of the month Nov. 2007, June 2008, WFI Exceptional Service Award, April 2010
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Senior Brokerage Operations Professional
Thrivent Financial
01.2015 - Current
Retirement service specialist II
Wells Fargo
2007 - 01.2013
High School Diploma -
Hopkins High