Thomas Lott
Arlington,TX
Summary
Diligent service professional with extensive knowledge in managing retirement plans, fraud servicing and ensuring compliance with regulatory standards. Successfully streamlined administrative processes and enhanced client satisfaction through effective communication and problem-solving. Demonstrated proficiency in plan design and participant education.
Overview
14
14
years of professional experience
Work History
Retirement Plan Administrator
Fidelity Investments
09.2024 - 02.2025
- Assisted in processing retirement plan enrollments and contributions
- Supported compliance audits by gathering necessary documentation
- Provided customer service to participants regarding plan details and benefits
- Updated participant records in retirement plan administration software
- Assisted participants with technical support for online accounts
- Collaborated with team members to ensure timely reporting of plan activities
- Developed understanding of various retirement plan types and structures
- Contributed to the preparation of educational materials for participants
- Worked closely with payroll teams to ensure accurate calculation and remittance of employee deferrals and employer contributions.
- Proactively stayed abreast of industry trends and legislative changes, ensuring accurate interpretation and timely implementation within client plans.
- Collaborated with financial advisors to provide comprehensive support for clients'' retirement plans.
- Maintained open lines of communication with clients, providing prompt responses to inquiries and concerns regarding their retirement plans.
- Responded to 403b inquiries from employees relating to enrollments, plan changes and contribution amounts.
Call Center Supervisor
Genpact
06.2022 - 07.2024
- Oversaw daily operations of call center, ensuring adherence to service level agreements.
- Analyzed call metrics to identify trends, implementing strategies for continuous improvement.
- Facilitated conflict resolution between agents and customers, enhancing overall satisfaction rates.
- Assisted in managing daily call center operations and ensuring optimal performance levels.
- Collaborated with management to implement new processes that improved customer satisfaction rates.
- Provided coaching and support to staff, fostering a collaborative team environment.
- Reduced employee turnover by fostering a positive work environment and addressing staff concerns promptly.
- Collaborated with other departments to improve overall company communication and customer service levels.
- Resolved escalated customer complaints quickly and effectively while maintaining a professional demeanor throughout all interactions.
- Maintained strong relationships with clients through regular communication, providing updates on service improvements or changes affecting their accounts.
- Participated with weekly business review meetings with major financial services client in a business process outsourcing environment.
Manager
24/7. Ai
01.2022 - 04.2022
- Led team in achieving operational efficiency through process optimization and resource management.
- Developed and implemented training programs to enhance staff performance and productivity.
- Collaborated with cross-functional teams to streamline communication and improve project outcomes.
- Analyzed workflow processes and identified areas for improvement, resulting in increased team effectiveness.
- Provided effective leadership for support staff, workforce management and training team.
- Managed and motivated employees to be productive and engaged in work.
Contact Center Supervisor
Lynx Services
10.2019 - 12.2021
- Supervised daily operations of contact center, ensuring adherence to company policies and procedures.
- Trained and mentored team members, fostering a culture of continuous improvement and collaboration.
- Analyzed call metrics to identify trends, driving enhancements in service delivery and customer satisfaction.
- Implemented performance tracking systems to monitor individual agent productivity and improve overall efficiency.
- Provided call support for first notice of loss in an inbound call center environment for third party vendor.
Contact Center Supervisor
Quadient (Formerly Neopost USA)
05.2011 - 03.2019
- Resolved escalated customer inquiries, enhancing client relationships and maintaining high retention rates.
- Collaborated with management on strategic initiatives aimed at optimizing operational workflows and resource allocation.
- Supervised and tracked phone and email activity using various contact center applications and software tools.
- Assisted field representatives and clientele with postal metering equipment service installation, supply replenishment and technical support.
Education
High School Diploma -
Central High School
Tulsa, OKSkills
- Benefits administration
- Audit support
- Vendor relationship management
- Financial analysis proficiency
- Skilled in Microsoft Office applications
- Experience with Verint, ADP, PeopleSoft, Salesforce, Innovis, Lexis Nexis, AWS, Amazon Connect and NICE
Languages
English
Full Professional
Timeline
Retirement Plan Administrator
Fidelity Investments
09.2024 - 02.2025
Call Center Supervisor
Genpact
06.2022 - 07.2024
Manager
24/7. Ai
01.2022 - 04.2022
Contact Center Supervisor
Lynx Services
10.2019 - 12.2021
Contact Center Supervisor
Quadient (Formerly Neopost USA)
05.2011 - 03.2019
High School Diploma -
Central High School