Valerie Yoh
Durham,NC
Summary
Dynamic leader and effective project manager. Extensive experience in Financial Services and Benefits Administration. Strong ability to influence and motivate teams to success. Exceptional written and verbal communication skills. Strong analytical focus with a proven track record in problem-solving and client satisfaction. Successful track record of implementing efficient processes and achieving project goals.
Overview
15
15
years of professional experience
Work History
Service Delivery and Enablement
Fidelity Investments
01.2022 - Current
- Serve as a project manager and primary support for partnership requests, including client call calibrations, corporate actions, technology upgrades, and service escalation reviews
- 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 socialize to candidate marketing material to attract external job seekers
Senior Director, WI Sales & Rebid Support
Fidelity Investments
01.2020 - 01.2022
- Managed end-to-end project for rebid and renewal opportunities, collaborating with Account Executives, Relationship Management, Client Service Teams, Proposal Consultants, Finance, Communications, and Contracts
- Enhanced sales strategy for the Retention Team by developing client-focused solutions to retain business,
- Crafted custom proposal responses showcasing deep client knowledge, unique plan needs, and servicing expectations
- Conducted comprehensive analysis to identify key product and service growth opportunities, leveraging insights from client and employee analytics
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 fifty 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 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
- Responsible for the end-to-end performance of a 500 associate contact center supporting 401k, 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
- Successfully led a team of people leaders, providing guidance and support with employee relations issues, including conflict resolution, disciplinary actions, and performance improvement plans
- Innovatively led the Dynamic Staffing Onboarding Program, designed and implemented a new Onboarding Manager role that reduced attrition, increased employee engagement, and accelerated proficiency
- Spearheaded efforts in resolving technical issues within the call center, ensuring minimal disruption to service delivery standards
- Conducted regular performance reviews to identify areas of improvement and provide constructive feedback to each team member
Senior Team Manager
Fidelity Investments
01.2010 - 01.2014
- Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment
- Developed and implemented a site-wide incentive program, resulting in a notable 2% increase in customer satisfaction within the first month
- Optimized absence management routines through the creation and implementation of site wide policy and oversight review process
- Led team to achieve high levels of customer satisfaction with proactive issue resolution strategies and consistent followup
- Customer Service / Technical Support associate 10/06-1/10
Education
FINRA Series 7, 9, 10 & 63 Licenses -
Six Sigma Yellow Belt Certified -
Communications -
CSU Global (currently Attending)
Skills
- Customer Obsessed
- Relationship Building
- Influence
- Conflict Resolution
- Collaboration
- Change Management
- Project Execution
- Process Improvement
- Effective Communication
Timeline
Service Delivery and Enablement
Fidelity Investments
01.2022 - Current
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
01.2010 - 01.2014
FINRA Series 7, 9, 10 & 63 Licenses -
Six Sigma Yellow Belt Certified -
Communications -
CSU Global (currently Attending)
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