Microsoft Word
Carol Temporado
Phoenix,AZ
Summary
Experienced with data analysis, process improvement, and stakeholder engagement. Utilizes analytical skills to identify inefficiencies and recommend solutions that drive business success. Knowledge of project management principles and methodologies.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Senior Business Analyst
Voya Financial
04.2022 - Current
- Attend Project rollouts and represent PB Tax Exempt Market Plan Management. I provide feedback for system enhancements to help create the best functionality.
- Improve process efficiency by analyzing business processes and workflows and identifying areas for improvement for my team. I work on approximately 10 procedures or more each year.
- Deliver internal training and coaching to approximately 28 Plan Managers on 3 teams through bi-weekly training sessions on automated services and daily questions.
- Deliver training, procedural updates and standard work to the TEM offshore Plan Consultants.
- In post implementation phase, assess execution of new functionality to ensure it works as expected and drive resolution for service delivery issues. Such as the rollout of Long Term Part Time Monitoring and issues observed with that functionality.
- Assess and drive issue resolution for complex operational issues, including identifying and addressing root cause and sharing that with technology teams for review.
- Monitor the TEM FEE inbox and maintain spreadsheets for review, audit and sharing with OMNI Help for quarterly updates on over 50 Plans each quarter. Perform quality analysis of fee set up reports prior to quarterly processing.
Senior Plan Manager
Voya Financial
03.1995 - 04.2022
- Primary Plan Sponsor Contact for day to day Service needs.
- Researched system and processing issues and looked for methods to resolve.
- Provided support to internal and external customers. Such as Plan Consultants, Client Management, CRM's and Field Office Employees.
- Helped train new hires and assisted current Plan Managers with daily questions.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Attended Plan Sponsor Committee Meetings and participated in Finals Presentations on approximately 10 different occasions.
- Maximized performance by prioritizing daily activities to keep up with fixing data errors, Slash E's and root cause analysis to avoid future errors.
- Managed adding automated services to existing business I supported.
Education
Elementary Education - College Algebra, Psychology, Writing
Phoenix College
Phoenix, AZ05.1990
Skills
- Critical Thinking
- Data Analysis Expertise
- Analytical Problem Solving
- Proficient in Data Analysis Using Excel
Certification
- FINRA Series 6 license, 09/96, 12/21
- Accredited Retirement Plan Specialist (ARPS) Professional Designation, 04/05, 12/21
Affiliations
- Accredited Retirement Plan Specialist (ARPS) Professional Designation (04/2005 - Present)
- FINRA Series 6 license (09/1996 - Present)
Software
Microsoft Excel
OMNI 74
Customer Service Workstation
Sales Force
People Soft
Microsoft Outlook
Microsoft TEAMS
Timeline
Senior Business Analyst
Voya Financial
04.2022 - Current
Senior Plan Manager
Voya Financial
03.1995 - 04.2022
Elementary Education - College Algebra, Psychology, Writing
Phoenix College
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