Toni Wallace

Key Responsibilities:

• Transaction Processing:Reviewing and processing various transactions for Fixed, Variable, and Registered Index Linked Annuity products.
• Responding to customer requests and inquiries through written correspondence.
• Ensuring a high level of accuracy in all processing and communication to deliver a positive customer experience.
• Adhering to department policies and procedures, including understanding and processing transactions according to established SLAs.
• Investigating and resolving customer issues, often involving navigating multiple administrative systems.
• Excellent written and verbal communication skills are essential for interacting with customers and agents.
• Proficiency in using various software and administrative systems is required.
• High level of accuracy and attention to detail is crucial for processing transactions and maintaining customer satisfaction.
• The ability to analyze situations, identify root causes, and find effective solutions is important.

• Utilized Salesforce platform, to effectively migrate business clients from the Sprint platform to the T-Mobile side of the business.

• Mentored and coached new hires on the systems, processes and business etiquette.

• Created template files in Office 365, and shared them on Sharepoint to make myself and peers more efficient while creating a uniform approach to the same issues everyone was having. (SOP)

• Accomplish staff results by efficiently communicating job expectations, providing adequate training and resources, on-the-spot training, conducting individual and group training sessions, appraising job results, disciplining employees, and enforcing systems, policies, and procedures.

• Impacted the company culture by recruiting, developing, hiring, and managing a staff of dedicated and high performing sales team, and fostering the growth of numerous employees that earned promotions.

• Optimize business operations by supervising administrative functions, ensuring adequate level of inventors, and overseeing cash flow and merchandising.

• Proved myself as a valuable asset by managing a high-perfonming team of 45+ employees, supervising 11 stores simultaneously, serving as a formal mentor to numerous employees, and earning a promotion.

• Utilize account management practices, including proactive outreach and follow-up efforts, building rapport, and maintaining a high retention rate of clients.

• Accomplish staff results by efficiently communicating job expectations, providing adequate training and resources, on-the-spot training, conducting individual and group training sessions, appraising job results, disciplining employees, and enforcing systems, policies, and procedures.

• Impacted the company culture by recruiting, developing, hiring, and managing a staff of dedicated and high performing sales team, and fostering the growth of numerous employees that earned promotions.

• Optimize business operations by supervising administrative functions, ensuring adequate level of inventors, and overseeing cash flow and merchandising.

• Proved myself as a valuable asset by managing a high-perfonming team of 45+ employees, supervising 11 stores simultaneously, serving as a formal mentor to numerous employees, and earning a promotion.

• Utilize account management practices, including proactive outreach and follow-up efforts, building rapport, and maintaining a high retention rate of clients.

• Analyzed sales statistics and customer feedback to determine sales polential inventory requiremenls and monitor customer's preferences.

• Generated new client acquisitions and identified external pipelines of prospective clients by establishing relationships, identifying business needs, and building rapport.

• Participated in the development of B2B, B2C, sales, advertisement concepts, and an array of other marketing campaigns that enhanced operating profits, business volume, and market share.

• Provided the ultimate customer service experience by expediting wait times, diagnosing and resolving technical and network issues, and articulating customer specifications with employees.