3285 Fort Lincoln Dr NE Washington DC 20018202438-4256

4karenjhrgmailcom

KAREN J H ROBINSON

EXECUTIVE SUMMARY

Seasoned professional with extensive experience in the areas of retirement plans customer services project management business development and investor services

Broad knowledge of the financial services industry investment strategies and portfolio management Detail oriented individual capable of ensuring quality service is rendered to all clients with a strong

emphasis on respect and industry expertise Well developed customer service communication and leadership skills that build strong

relationships Proven ability to develop productive teams increase morale and streamline processes with

measurable effects Adept problem solver with the ability to work well independently and as a team player

PROFESSIONAL EXPERIENCE

ICMA RETIREMENT CORPORATION WASHINGTON DCBUSINESS PROCESS SUPERVISOR November 2009-PRESENT

Responsible for coordinating motivating and leading a team of 68 contact center associates five of

which telework Manage all call center activities to reduce not ready times and to ensure that the service quality of all

client interactions meet and or exceed established service standards consistently observe monitor and coach associates

Monitor random calls to improve quality minimize errors and track associates performance Ensure all client needs and contractual obligations of all plans are met Conduct interviews and assess new talent for available positions train new and existing associates on

new products and processes conduct performance evaluations mediate employee conflicts and recommend terminations

Assist senior representatives and supervisors with the research and resolution of complex issues and handling escalated calls collaborate cross-divisionally to make sure solutions are provided in a timely manner

Review all correspondence to ensure that it is in accordance with the Security and Exchange Commission (SEC) and Financial Industry Regulatory Authority (FINRA) guidelines

Collaborate with call center managers to ensure proper floor coverage Serve as subject matter expert for policies and procedures related to disbursements for 401(k)

401(a) Money Purchase and 457deferred compensation retirement plans Analyze trends to determine training opportunities for associates and implement strategies for

quality improvement Recommend improvements to processes and procedures between Investor Services and

Disbursement Services to ensure that distribution requests are handled efficiently and effectively Developed and implemented disbursement procedural training tool Spearhead process improvement initiatives to improve client satisfaction Implemented recognition incentives enhancing employee morale and productivity Serve on the Special Recognition Program Team within the division

INVESTOR SERVICES SUPERVISOR October 2003- November 2009

Supervised the day to day activities of 50 associates in a high volume call center responsible for providing investment and retirement planning assistance to plan participants

Monitored coached and evaluated associates performance to ensure service levels quality and production goals were met developed call quality standards and one on one coaching techniques to evaluate staff development

Reported regularly on the status of associates development and developed action plans for improvement recommended rewards special recognition and promotion of exemplary associates

Interviewed and recommended the hiring of associates Developed and implemented training curriculum for all new hires Investigated and resolved complex inquiries and complaints to the satisfaction of accountholders with

an emphasis on customer service and building solid customer relationships Drafted responses to letters and e-mails inquiries from client and benefit administrators Managed the

correspondence database Developed and implemented an interdepartmental cross functional training program

EDUCATION AND LICENSES

BS Business Management Norfolk State University Norfolk VAFINRA Licenses Series 6 63 and 26

TECHNOLOGICAL SKILLS

Microsoft Office Word Excel PowerPointCC Pulse and NICE Call Monitoring SystemsComputer Telephony Integration

AWARDSACHIEVEMENTS

Employee of the Month for Outstanding PerformanceMentor Proteacutegeacute Program ParticipantReceived President High Achievement Award for Outstanding PerformanceQuality Customer Service Awards and Sales Awards

INVESTOR SERVICES SUPERVISOR October 2003- November 2009

Supervised the day to day activities of 50 associates in a high volume call center responsible for providing investment and retirement planning assistance to plan participants

Monitored coached and evaluated associates performance to ensure service levels quality and production goals were met developed call quality standards and one on one coaching techniques to evaluate staff development

Reported regularly on the status of associates development and developed action plans for improvement recommended rewards special recognition and promotion of exemplary associates

Interviewed and recommended the hiring of associates Developed and implemented training curriculum for all new hires Investigated and resolved complex inquiries and complaints to the satisfaction of accountholders with

an emphasis on customer service and building solid customer relationships Drafted responses to letters and e-mails inquiries from client and benefit administrators Managed the

correspondence database Developed and implemented an interdepartmental cross functional training program

EDUCATION AND LICENSES

BS Business Management Norfolk State University Norfolk VAFINRA Licenses Series 6 63 and 26

TECHNOLOGICAL SKILLS

Microsoft Office Word Excel PowerPointCC Pulse and NICE Call Monitoring SystemsComputer Telephony Integration

AWARDSACHIEVEMENTS

Employee of the Month for Outstanding PerformanceMentor Proteacutegeacute Program ParticipantReceived President High Achievement Award for Outstanding PerformanceQuality Customer Service Awards and Sales Awards