Valerie Yoh
Durham,NC
Summary
Dynamic professional with extensive experience in Financial Services and Benefits Administration, specializing in project management and customer satisfaction. Proven track record of enhancing customer experience through strategic process improvements. Expertise in data visualization and effective communication, leveraging cross-functional collaboration to deliver innovative solutions.
Overview
19
19
years of professional experience
Work History
Service Delivery and Enablement
Fidelity Investments
01.2022 - Current
- Operate as project manager and key resource for all business partner intake requests.
- Assess, evaluate, and establish resolution timeline for each intake request by reviewing plan rules, leveraging associates resources, and identifying root cause
- Partner with leadership across various business units to pinpoint and execute enhancements that elevate associate and customer experience
- Engage with leaders, plan sponsors, and vendors to develop, assess, and implement associate resources fostering a consistent and positive customer experience.
- Utilize AI analytics to assess and compile Voice of Customer feedback, enhancing customer interactions
Senior Director, Sales & Rebid Support
Fidelity Investments
09.2020 - 01.2022
- Directed end-to-end project for rebid and renewal opportunities, collaborating with Account Executives, Relationship Management, Client Service Teams, Proposal Consultants, Finance, Communications, and Contracts
- Elevated sales strategy for Retention Team via creation of tailored solutions designed to sustain business relationships
- Formulated personalized proposal responses highlighting comprehensive understanding of client needs, distinct plan specifications, and service anticipations
- Executed comprehensive analysis to uncover key product and service growth opportunities, utilizing insights from client and employee analytics
Service Delivery Consultant
Fidelity Investments
07.2017 - 09.2020
- Functioned as liaison for employers, vendors, and internal business partners, facilitating support for over 50 plan sponsors and their employees with benefit inquiries and service escalations
- Oversaw end-to-end process for escalations, recorded complaints, pension calculation discrepancies, and insurance claims and appeals
- Engaged in sales deals by effectively representing contact center and enhancing overall customer experience during presentations with strategic clients
- Collaborated with service teams and leadership to evaluate and assess service level agreements and performance reports, ensuring client servicing expectations met
- Served as primary support for associate desktop user testing and Business Acceptance Testing during implementations
- Streamlined content creation workflows through image sourcing, caption writing, post planning, and advanced scheduling
Site Director
Fidelity Investments
09.2014 - 07.2017
- Managed end-to-end operations of 500+ associate contact center focused on 401(k), pension, health insurance, and health savings accounts
- Enhanced customer satisfaction by 1.5%, reduced handle time by 45 seconds, and met quality objective for first time in over 12 months
- Directed team of leaders, providing support and guidance for employee relations issues, including conflict resolution, disciplinary actions, performance improvement plans, leave of absence, and attendance management
- Designed Dynamic Staffing Onboarding Program, initiating and rolling out novel Onboarding Manager role that decreased attrition, enriched employee engagement, and increased proficiency
- Led ongoing Voice of the Associate feedback sessions to detect improvement opportunities, increasing associate engagement
Senior Team Manager
Fidelity Investments
08.2010 - 09.2014
- Cultivated high-performing team through strategic recruitment of top talent, continuous training initiatives, and promotion of positive work environment
- Collaborated to drive successful launch of 401(k) practice in NM, establishing solid groundwork for future growth
- Established and directed Manager Apprentice Program, cultivating essential leadership skills and career development pathways for associates
- Established and launched thorough licensing program, securing impressive first pass rate exceeding 90% within first year
- Formulated and executed site-wide incentive program, yielding 2% rise in customer satisfaction within first month
- Streamlined absence management protocols through development and execution of site-wide policy and oversight review process
Customer Service Technical Support
Fidelity Investments
10.2006 - 08.2010
- Assisted customers in resolving 401(k), pension, tax-exempt, and health insurance inquiries through root cause analysis, employing critical thinking to clarify issues, and utilizing appropriate processes and resources for effective resolution
Education
Currently Attending
Colorado State University
FINRA Series 7, 9, 10 And 63 Licenses
Six Sigma Yellow Belt
Skills
- Customer-centric approach
- Claims administration
- Project oversight
- Effective communication
- Data visualization
- Customer feedback analysis
- Process enhancement
- Creative problem-solving
- Conflict resolution
- Cross-functional collaboration
- CRM expertise
- Agile methodologies
Timeline
Service Delivery and Enablement
Fidelity Investments
01.2022 - Current
Senior Director, Sales & Rebid Support
Fidelity Investments
09.2020 - 01.2022
Service Delivery Consultant
Fidelity Investments
07.2017 - 09.2020
Site Director
Fidelity Investments
09.2014 - 07.2017
Senior Team Manager
Fidelity Investments
08.2010 - 09.2014
Customer Service Technical Support
Fidelity Investments
10.2006 - 08.2010
Currently Attending
Colorado State University
FINRA Series 7, 9, 10 And 63 Licenses
Six Sigma Yellow Belt
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