Suzanne Sheets
Coatesville,IN
Summary
Highly Motivated, well-organized, experienced Retirement Plan Specialist with a track record in operational efficiency and cross-functional collaboration. Skilled in managing high-volume workloads and prioritizing tasks to deliver superior service and strengthen client partnerships.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Retirement Services Specialist - Sr. Plan Manager
Voya Financial
New York, NY
01.2025 - Current
- Facilitated client understanding of ERISA plan documents and Department of Labor regulatory requirements.
- Organized and led virtual meetings with clients to ensure comprehensive understanding of retirement plan needs.
- Provided support to clients by addressing questions related to payroll files and assisting with file uploads.
- Leveraged proficiency in Outlook, Word, and Salesforce to enhance operational efficiency and streamline workflows.
- Enhanced operational efficiency through effective management of Omni recordkeeping system.
- Engaged in subject matter expert meetings to provide guidance to plan managers on daily responsibilities and new system implementations.
- Collaborated with cross-functional teams to streamline operational processes and improve service delivery.
- Maximized efficiency by effectively managing high-volume workloads within tight deadlines.
- Consistently provided excellent customer service, earning positive feedback from clients and contributing to a strong reputation in the retirement services industry.
- Educated clients on available options, empowering them to make informed decisions regarding their retirement planning.
- Developed and maintained strong relationships with clients to maximize satisfaction.
- Maintained strong relationships with external partners, ensuring timely and accurate processing of transactions related to retirement services.
- Accomplished multiple tasks within established timeframes.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Retirement Plan Specialist - Sr. Plan Manager
OneAmerica
Indianapolis, IN
04.1997 - 12.2024
- Oversaw retirement plan administration processes to ensure adherence to regulatory standards.
- Engaged with cross-functional teams to identify and implement improvements in operational workflows.
- Delivered expert guidance on retirement planning options, empowering clients to make informed decisions.
- Guided junior staff in mastering best practices for effective plan administration and exceptional customer service.
- Nurtured client relationships by providing reliable communication and expert insights, reinforcing trust and collaboration.
- Administered simultaneous management of client accounts, emphasizing effective task prioritization to achieve outstanding service delivery.
- Promoted a positive work environment by actively participating in team meetings and sharing best practices with colleagues.
- Facilitated resolution of complex client situations by delivering solutions that adhered to company policies and met client expectations.
- Fostered strong connections with clients to ensure high levels of satisfaction and loyalty.
- Exhibited professionalism by remaining composed while resolving issues with dissatisfied customers.
- Strengthened customer relationships through immediate problem resolution and the application of effective corrective strategies.
Education
Secretarial Administration/Business Administration
Indiana State University
Terre Haute, INHigh School Diploma -
North Putnam High School
Skills
- Retirement plan administration
- Strengthening client partnerships
- Teamwork and collaboration
- Customer service
- Trustworthy and reliable
- Proficient in managing multiple tasks
- Reliability
- Responsive to new challenges
- Proficient in written and verbal communication
- Building professional connections
- Effective task prioritization
- Workplace professionalism
- Client engagement
- Experienced with Salesforce, Omni, and Outlook tools
Accomplishments
Received Individual & Team Success Designation Certificate
Quarterly SuperStar Award
Certification
ASPPA - PA-1A and 1B Certificate
Languages
English
Full Professional
Timeline
Retirement Services Specialist - Sr. Plan Manager
Voya Financial
01.2025 - Current
Retirement Plan Specialist - Sr. Plan Manager
OneAmerica
04.1997 - 12.2024
Secretarial Administration/Business Administration
Indiana State University
High School Diploma -
North Putnam High School