Steven Twirago

• Promoted to this role in April 2024.
• Conducts insightful needs assessments in a consultative dialogue to determine the extent of the opportunity for each client and prospect, including short term saving solutions
• Gauges the financial pulse of the client or prospect to determine what guidance, and direction is needed using the PSS spectrum of solutions sales format
• Schedule appointments to have them speak with a financial advisor for further determination of best solutions
• Identify outside assets through needs analysis and identify comparable Vanguard products and services
• Subject matter expert for the team on sales operations and dynamics CRM

• Led team through team huddles to ensure team is meeting and exceeding KPI goals
• Championed Standard Work as part of the Governance team and encourage 100% crew participation
• Was KPI crew member of the month January 2024
• Case Manager, identified root cause of submitted intake form to our Client Care journey.
• Resolved issues pertaining to clerical and monetary errors made by crew or clients to full satisfaction for the client
• Partnered with internal business partners as need to resolve those issues

• Created new process on follow-up for clients to renew our financial software for financial advisors that created increased retention
• Provided product demonstrations to leads, and follow up to qualify and close sales opportunities
• Resolved moderate to complex customer support inquiries
• Walkthrough and training on products to clients who recently purchased.

• A team leader in assisting new employees with questions on phone calls in an inbound call center
• Provided customer support for trust client on their accounts

• Assisted the department of Registrar of Voters for the general election as a vote center representative.
• Engaged with voters to ensure safety and understanding of the voting process
• Provided leadership to the team in opening and closing the vote center
• As part of the election board, ensured integrity and accuracy as part of the ballot audit process
• Also served in a temporary capacity in March 2020

• Reviewed assigned workload to locate households to verify addresses and conduct interviews to obtain 2020 census data
• Followed stringent guidelines regarding confidentiality to ensure accurate census interviews
• Recommended by supervisor to assist other regions that needed assistance in conducting interviews
• Temporary position

Part of the sales process in soliciting financial advisors and insurance agents of our financial software to help them create simple financial presentations for their clients

Used consultative sales approach

• Exceeded sales goals each year
• Protected children and churches by providing thorough background checks for those considering serving in leadership capacity