Theodora Wiley
Dothan
Summary
Professional in operations with strong focus on team collaboration and achieving results. Experienced in streamlining processes, improving efficiency, and ensuring compliance with organizational standards. Known for reliability and adaptability to changing needs. Skilled in logistics management, resource allocation, and strategic planning, bringing proactive approach to every challenge.
Overview
19
19
years of professional experience
Work History
Senior Operations Coordinator
NFP Corporation
11.2021 - Current
- Coordinated quarterly retirement plan review meetings for corporate clients, managing fund analysis, asset reporting, and ensuring timely, compliant delivery of key documentation and insights.
- Led process improvements to streamline retirement plan operations, enhancing reporting accuracy, client satisfaction, and cross-functional collaboration with client services and compliance teams.
- Acted as primary client liaison for retirement plan operations, providing responsive communication, resolving inquiries, and supporting a team-oriented environment focused on operational excellence.
Claims Care Specialist
Lincoln Financial
12.2024 - 02.2025
- Delivered high-quality support to claimants in a fast-paced call center environment, fielding 50-60 inbound calls daily regarding group insurance products including FMLA, short-term disability, life, and dental coverage
- Served as a liaison between members and claims examiners, ensuring a smooth and empathetic experience during critical claim-related inquiries and escalations
- Educated members on claims processes, benefit eligibility, and next steps, providing clear guidance and reassurance during complex or stressful situations
- Utilized multiple platforms ans systems to accurately document claim details, ensuring timely follow-ups and data integrity
Service Manager
Wells Fargo
11.2015 - 11.2021
- Led and developed a high-performing team of service representatives, providing training, coaching, and performance feedback to consistently exceed customer service standards and operational goals.
- Oversaw daily branch operations, optimizing workflows and ensuring strict compliance with bank policies and regulatory requirements to maintain operational excellence.
- Resolved complex customer issues with professionalism and efficiency, driving customer satisfaction and loyalty through strategic problem-solving and service delivery leadership.
Teller / Lead Teller
Wells Fargo
02.2013 - 11.2015
- Supervised and coached a team of tellers, providing ongoing training and performance feedback to ensure efficient operations and delivery of exceptional customer service.
- Resolved complex customer inquiries and transactions with professionalism, serving as the primary escalation point to ensure satisfaction and strengthen client relationships.
- Managed branch cash operations, including balancing, audits, and compliance with cash control procedures, maintaining accuracy and minimizing risk.
Pro Cashier
The Home Depot
04.2006 - 02.2013
- Processed high-volume cash, credit, and will call transactions accurately using POS systems, ensuring smooth and efficient checkout experiences for customers.
- Delivered exceptional customer service by answering product inquiries, resolving issues promptly, and maintaining a friendly, welcoming checkout environment.
- Maintained a clean, organized register area and ensured accurate item scanning, contributing to overall store efficiency and customer satisfaction.
Education
Associate in Science -
Columbia Southern University
01.2016
High School Diploma - undefined
Northview High School
01.2006
Skills
- Operations Management (7 years)
- Human Resources (10 years)
- Scheduling Coordination
- Customer Service
- Employee relations and conflict resolution
- Salesforce and Microsoft Office
- Work flow planning
- Policies and procedures implementation
- Project leadership
LANGUAGES
English: Fluent
Timeline
Claims Care Specialist
Lincoln Financial
12.2024 - 02.2025
Senior Operations Coordinator
NFP Corporation
11.2021 - Current
Service Manager
Wells Fargo
11.2015 - 11.2021
Teller / Lead Teller
Wells Fargo
02.2013 - 11.2015
Pro Cashier
The Home Depot
04.2006 - 02.2013
High School Diploma - undefined
Northview High School
Associate in Science -
Columbia Southern University
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