Shanley Kowalski

Doing similar things as below, but I do work more with escalation being a senior, and finding resolutions for clients .

Training and mentoring team members.

Being available for questions and assisting with work items.

• Responds to Financial Professional and clients needs more on a plan level
• Provides timely, clear and concise communication to clients on procedures and timeframes on their inquiries
• Knowing rules and IRS regulations and help keep plans incompliant
• Educate clients on the website to allow them to self-serve their needs going forward

• Respond to all participant phone inquiries and deliver exceptional customer service
• Provide timely, clear, and concise communication to participants regarding overall service expectations, procedures and timeframes related to their individual inquiry
• Ability to tell the difference between providing advice versus guidance to participants relative to investments, and the ability to explain the difference
• Provide discussions with participants regarding investment related topics such as allocation funds, target date funds, asset allocation models, trade restrictions like redemption fees and blocking, investment fees and expense ratios, investment performance and outside assets
• Educate participants on the website to allow them to self-serve their needs going forward
• Initiate and complete account transactions as requested by participants and document all participant calls and transactions timely and thoroughly
• Always maintain professional calls
• Meet department and individual service levels and quality goals
• Communicate and coordinate efforts with internal resources to address all participant service issues and provide necessary research, problem solving and resolution
• Keep updated on government rules and regulations
• Responsible for protecting, securing, and proper handling of all confidential data

• Started as a crew member, promoted to crew chief, then promoted to a shift leader
• Improved guest satisfaction scores dramatically with enhanced customer service strategies
• Built strong and motivated team, actively engaging with employees to enhance communication and understanding of department goals
• Kept the occupants happy with their stay by providing knowledgeable service and quick resolutions for all complaints
• Monitored and developed team member performance through supervision and training
• Maintained leadership continuity by acting as manager on duty in absence of general manager
• Trained staff members on how to handle the expected, routine issues and problem-solve complex concerns

• Prepared large cash deposits with zero discrepancies
• Increased sales by offering advice on purchases and promoting additional products
• Applied security and loss prevention training toward recognizing risks and reducing store theft
• Processed product returns and assisted customers with other selections
• Prepared merchandise for sales floor by pricing or tagging
• Helped customers locate products and checked store system for merchandise at other sites