Summary
Overview
Work History
Education
Skills
References
Timeline
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Rescia Rondeau

Rescia Rondeau

Buckeye,AZ

Summary

Result oriented leader with proven abilities in written and oral communication, tactical execution and improving efficiency of operations. Quickly grasps complex concepts, analyzes and interprets ideas into a logical strategy.

Overview

28
28
years of professional experience

Work History

Field Services Director – Advisor Operations

MassMutual
Phoenix, AZ
10.2017 - Current
  • Interview, hire, and onboard new hires
  • Supervise daily responsibilities of multiple teams of up to 20 employees
  • Manage Contact Center Representatives and Operational Team within multiple time zones
  • Develop skilled resources to support business partners in & outside of the organization
  • Install accountability, responsibility, and leadership skills in all team members
  • Responsible for directing cross-functional teams to deliver high-quality results
  • Define, plan, and execute on strategic initiatives focusing on process improvement, company objectives, customer experience, and employee development
  • Report out on Key Performance Indicators (KPI) and ensure are met on our 800-line and operational including AHT, ASA, TAT, and exceed Service Level Agreements (SLA)
  • Collaborate with team leads, peer management teams, and Quality Assurance Team to measure, analyze, make changes if needed or take corrective action if necessary
  • Understand and interpret state requirements for licensing and training (Continuing Education & Anti-Money Laundering as well) as it pertains to an advisor's ability to solicit MassMutual product lines.

Field Services Specialist – Advisor Operations

MassMutual
Phoenix, AZ
07.2007 - 10.2017
  • Mentor/trainer/subject matter expert to other associates in & out of department, as well as, on projects
  • Supported leader with escalations and extensive research into issues as they arise
  • Proven leader with excellent communication skills that drives results
  • Established and maintains effective working relationships across business areas
  • Created and executed new hire training across Phoenix, AZ and Springfield, MA campus
  • Manage Roll-In Sales prospects; ensure data integrity and track/confirm sales
  • Author/maintain Rollover Sales procedures
  • Strategic planner that successfully coordinated & executed an action plan for 25 associates to clear a 2 year back log
  • Obtained Lean Six Sigma Yellow Belt certification
  • Support 800-line with questions/disputes from agency and field
  • Relocated from Springfield, MA to Phoenix, AZ as team lead tasked to culturize newly hired employees and act as mentor/trainer.

EDS Compensation Analyst-Schedule A Project

MASSMUTUAL (United Personnel)
Springfield, MA
12.2006 - 07.2007
  • Retrieve & verify premium & compensation amounts, addresses, and other information from a variety of administrative systems (OPM, LifeComm Life/Annuity, Leverage, MPR, PALM, PE) within MM
  • Communicate directly with producers, agents, and other financial representatives regarding questions they may have on the Schedule A or to obtain specific information
  • Processed & mailed/faxed Schedule A to agencies, producers, or administrators.

Administrative Assistant

CONTEMPORARY CURL
Chicopee, MA
07.2002 - 12.2006
  • Handled all banking duties such as deposits, accounts receivable/payable, and calculated daily sales
  • Maintained product supply including ordering, inventorying and replenishing of stock
  • Answered phones, scheduled appointments, and send out customer mailings.

Assistant Manager

WEATHERVANE
Holyoke, MA
10.2000 - 08.2001
  • In partnership with the manager, managed all activities required to achieve sales, customer satisfaction, and visual goals
  • General/HR operations such as opening/closing, analyzing register reports, banking, sales forecasting, recruited, interviewed, hired, and trained employees.

Media Team Lead (Supervisor)

BEST BUY
Holyoke, MA
05.1999 - 12.1999
  • Organized and headed monthly department meetings
  • Delegated daily tasks for each employee.

Manager

JEANS WEST/CODA
Holyoke, MA
03.1996 - 04.1998
  • Responsible for day-to-day leadership and management in high volume store
  • Performed all management duties such as payroll, weekending reports/audits, forecasting, recruited, interviewed, hired, trained employees, and employee evaluations
  • Awards Received: 'Best Budget Control in District', 1997 & 'Highest Sales Increase in District', 1997.

Education

Bachelor of Science - Technical Management & Human Resources

DeVry University
Glendale, AZ
05-2018

Skills

  • Business Administration
  • Operations Management
  • Staff Development
  • Staff Management
  • People Management
  • Strategic Planning
  • Rules and Regulations
  • Cross-Functional Team Leadership
  • Legal and Regulatory Compliance
  • Hiring and Retention
  • Issues Resolution

References

References available upon request.

Timeline

Field Services Director – Advisor Operations

MassMutual
10.2017 - Current

Field Services Specialist – Advisor Operations

MassMutual
07.2007 - 10.2017

EDS Compensation Analyst-Schedule A Project

MASSMUTUAL (United Personnel)
12.2006 - 07.2007

Administrative Assistant

CONTEMPORARY CURL
07.2002 - 12.2006

Assistant Manager

WEATHERVANE
10.2000 - 08.2001

Media Team Lead (Supervisor)

BEST BUY
05.1999 - 12.1999

Manager

JEANS WEST/CODA
03.1996 - 04.1998

Bachelor of Science - Technical Management & Human Resources

DeVry University

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Rescia Rondeau