Ruth N Santiago
Client Services Manager
Oak Creek,WI
Summary
Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.
Overview
20
20
years of professional experience
Work History
Manager, Client Services
Northwestern Mutual
10.2020 - Current
- Create personal development goal opportunities and help employees align with career aspirations
- Identify, recommend, and implement changes to policies and procedures to enhance effectiveness and efficiency of the business
- Assist in the strategic direction and implementation of goals
- Coordinate and supervise the daily activities of the team to include customer service, technical or production, by monitoring and evaluating day to day workflow and quality
- Lead complex business area projects, support assignments with decision making authority and participates in cross-departmental projects
- Coach and mentor employees on technical and service questions
Loan and Surrender Manager
Northwestern Mutual
06.2016 - 10.2020
- Developed, coordinated, and enforced systems, policies, procedures, and productivity standards
- Established strategic goals by gathering pertinent business, financial, service, and operations information
- Accomplished department objectives by managing staff; planning and evaluating department activities
- Developed personal growth opportunities for employees
- Accomplished staff results by communicating job expectations, planning, monitoring, and appraising job results
- Leveraged continuous learning and improvement to help identify technical gaps in services and or procedures and implement solutions by removing obstacles from group members
Customer Relations Specialist
Northwestern Mutual
02.2016 - 06.2016
- Created transactional training curriculum for our department call center teams
- Created, developed, and upkept training materials to train new hires and upskill seasoned staff in learning new transactional work
- Coached and mentored trainees on the work trained
- Conducted proficiency checking and measured productivity and accuracy
Customer Relations Specialist Analyst Services
Northwestern Mutual
02.2015 - 02.2016
- Created new processes and procedures for New Business Transactional Work
- Created and developed training materials for all analyst services transactional work
- Trained, mentored, and coached to various types of work as well as performance behaviors
- Developed employees in knowledge, productivity, and skills within their role
Education
High School Diploma -
South Division High School
Ministerial Theology - Biblical Studies
AIPJ, Inc.
Milwaukee, WISkills
- Bilingual (English & Spanish)
- Project management
- Coaching and Mentoring
- Quality management
- Change Adaptability
- Foster teamwork
- Problem-solving aptitude
- Attention to detail
- Decision-making
- Strategic planning
- Performance management
Accomplishments
- Developed and implemented a Servicing GPT Adoption strategy within my team called "Growing our GPT" that increased our team adoption by 16%.
- Achieved a quality score of 89%, demonstrating a commitment to providing accurate and professional service.
- Used Microsoft Excel to develop quality tracking spreadsheets for team success.
Languages
Spanish
Native or Bilingual
Interests
- I enjoy helping others and giving back to the community
- Leadership Development
- Teach at IBIMS Theological Institute
- Reading
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Affiliations
- Women's ERG
- Hispanic ERG
- African-American ERG
Timeline
Manager, Client Services
Northwestern Mutual
10.2020 - Current
Loan and Surrender Manager
Northwestern Mutual
06.2016 - 10.2020
Customer Relations Specialist
Northwestern Mutual
02.2016 - 06.2016
Customer Relations Specialist Analyst Services
Northwestern Mutual
02.2015 - 02.2016
Ministerial Theology - Biblical Studies
AIPJ, Inc.
High School Diploma -
South Division High School
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