1. 3285 Fort. Lincoln Dr. NE, Washington, DC 20018
KAREN J. H. ROBINSON
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 portfoliomanagement.
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
Provenability to develop productive teams, increase morale and streamline processes with
Adept problem solver with the ability to work wellindependently and as a team player.
ICMA RETIREMENT CORPORATION WASHINGTON DC
BUSINESS PROCESS SUPERVISOR November 2009-PRESENT
Responsible forcoordinating, motivating and leading a team of 68 contactcenter associates; fiveof
Manage all call center activitiesto 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
Monitor random calls to improve quality, minimize errors and track associates performance.
Ensure all client needs and contractualobligations of all plans are met.
Conduct interviews and assess new talent for available positions, train new and existing associates on
new products and processes, conductperformance evaluations, mediate employee conflicts,and
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
Review all correspondence to ensure that it is in accordance withthe Security and Exchange
Commission (SEC) and Financial Industry Regulatory Authority (FINRA) guidelines.
Collaborate withcall center managers to ensure proper floorcoverage.
Serve as subject matter expert forpolicies and procedures related to disbursements for 401(k),
401(a) Money Purchase and 457deferred compensation retirement plans.
Analyze trends to determine training opportunities forassociates and implement strategies for
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.
2. INVESTOR SERVICES SUPERVISOR October 2003-November 2009
Supervised the day to day activities of 50 associates in a high volume callcenter 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 coachingtechniques 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
Developed and implemented an interdepartmental cross functional training program.
EDUCATION AND LICENSES
B.S., Business Management, NorfolkState University,Norfolk,VA
FINRA Licenses: Series 6, 63 and 26
CC Pulse and NICE Call Monitoring Systems
Computer Telephony Integration
Employee of the Month forOutstanding Performance
Mentor Protégé Program Participant
Received President High Achievement Award forOutstanding Performance
Quality Customer ServiceAwards and Sales Awards