Valerie Yoh
Summary
- Dynamic leader and accomplished project manager with extensive experience in financial services, benefits administration, and disability claims management. Proven ability to influence and motivate teams to achieve shared goals, enhanced by exceptional written and verbal communication skills
- Strong analytical focus drives effective problem-solving and enhances client satisfaction through the implementation of efficient processes that lead to project success and operational excellence.
- Energetic and results-driven, with a talent for strategic planning and exceptional team leadership, dedicated to optimizing call center operations and elevating customer service performance metrics through innovative solutions.
Overview
20
20
years of professional experience
Work History
Senior Ability Analyst, Long Term Disability
The Hartford
07.2025 - Current
- Evaluated complex long-term disability claims through comprehensive analysis of medical, financial, and vocational data to determine benefit eligibility
- Evaluated medical evidence to determine functional capacity for "own occupation" and "any occupation" disability periods
- Calculated complex benefit payouts, including offsets for Social Security (SSDI) and workers' compensation, to ensure payment accuracy
- Managed a caseload of 150+ active files, consistently meeting strict processing deadlines and quality standards
- Partnered with vocational specialists to implement return-to-work strategies, reducing average claim duration
- Communicated claim decisions and policy provisions to claimants and employers with empathy and professional clarity
- Collaborated with employers and policyholders to ensure compliance with policy guidelines.
- Ensured strict compliance with ERISA, HIPAA, and state-specific insurance regulations for all claim handlings
- Identified and investigated potential fraud and overpayments, resulting in significant cost savings for the organization
Service Delivery and Enablement
Fidelity Investments
01.2022 - 05.2025
- Managed project activities and supported partnership requests, including client call calibrations, corporate actions, technology upgrades, service escalation reviews, ensuring alignment with client needs.
- Collaborate with leadership across multiple business units to identify and implement improvements that enhance the associate and customer experience
- Leverage subject matter expertise when creating and reviewing associate resources ensuring over 2000 contact center employees were prepared for plan events
- Utilize AI analytics to improve customer interactions, applying engagement models to coaching tools, allowing leaders to focus on interaction reviews and speed up skill development for team members
- Collaborate with national leadership and talent acquisition to develop and sustain comprehensive associate skills profiles and career pathing resources.
- Supported initiatives to develop and promote candidate marketing material, attracting external job seekers and strengthening employer brand.
Senior Director, WI Sales & Rebid Support
Fidelity Investments
01.2020 - 01.2022
- Managed end-to-end project for rebid and renewal opportunities, collaborating with cross-functional teams to ensure alignment and successful execution
- Crafted custom proposal responses showcasing deep client knowledge, unique plan needs, and servicing expectations
- Enhanced sales strategy for the Retention Team by developing client-focused solutions to retain business,
- Conducted analysis to identify product and service growth opportunities, utilizing client and employee insights to inform strategic decisions
Service Delivery Consultant
Fidelity Investments
01.2017 - 01.2020
- Successfully represented the contact center and overall customer experience in sales deals, including client presentations with strategic clients
- Managed a strategic book of business supporting over 50 clients responding to 401(k), pension and health & insurance servicing inquiries
- Partnered with service teams and leadership to monitor and review service level agreements and performance reports, ensuring client servicing expectations were met
- Acted as the primary support for associate desktop Business Acceptance Testing during implementations
- Established efficient workflows for content creation including sourcing images, writing captions, planning posts, scheduling them in advance.
Site Director
Fidelity Investments
01.2014 - 01.2017
- Directed operations for a 500 associate contact center, ensuring support for 401(k), pension, and health insurance.
- Drove an increase of 1.5% in customer satisfaction, 45 second decrease in handle time and exceeded quality goal for the first time in over 12 months
- Led team of people leaders, guiding employee relations issues including conflict resolution, disciplinary actions, and performance improvement plans
- Led Dynamic Staffing Onboarding Program, designing and implementing new Onboarding Manager role to reduce attrition and enhance employee engagement
- Conducted performance reviews to identify improvement areas and deliver constructive feedback to team members
Senior Team Manager
Fidelity Investments
10.2006 - 01.2014
- Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment
- Developed and led Manager Apprentice Program (MAP) to enhance leadership skills and career development for associates
- Partnered to spearhead the successful launch of the 401(k) practice in NM, establishing a strong foundation for future growth
- Designed and implemented comprehensive licensing program, achieving first pass rate over 90% within first year
- Developed and implemented site-wide incentive program that increased customer satisfaction by 2% within first month
- Optimized absence management routines through the creation and implementation of site-wide policy and oversight review process
- Customer Service / Technical Support associate October 2006 - January 2010
Education
ASL Club ERG Leadership Team
FINRA Series 7, 9, 10 & 63 Licenses -
Six Sigma Yellow Belt
CSU Global (currently attending)
Skills
- Customer obsessed
- Contact center operations
- Stakeholder engagement
- Effective communication
- Customer service and support
- Critical thinking and problem solving
- Conflict resolution and collaboration
- Benefits administration and retirement planning
- Disability claims management
Timeline
Senior Ability Analyst, Long Term Disability
The Hartford
07.2025 - Current
Service Delivery and Enablement
Fidelity Investments
01.2022 - 05.2025
Senior Director, WI Sales & Rebid Support
Fidelity Investments
01.2020 - 01.2022
Service Delivery Consultant
Fidelity Investments
01.2017 - 01.2020
Site Director
Fidelity Investments
01.2014 - 01.2017
Senior Team Manager
Fidelity Investments
10.2006 - 01.2014
ASL Club ERG Leadership Team
FINRA Series 7, 9, 10 & 63 Licenses -
Six Sigma Yellow Belt
CSU Global (currently attending)