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Tiaa Cref - Business Management Specialist Resume Example

Ethan Davis
Professional Summary
Highly accomplished professional with proven success managing customer relations for Hospitals and Colleges throughout the country. Strong team leadership, and excellent process improvement responsibilities all within the highly competitive financial industry. Decisive leader with experience in maximizing sales and client retention and identifying growth opportunities. Skilled in performing within ever changing environments requiring focused decision-making. Dynamic leadership talents relating to team initiatives.  Knowledge of sales management reporting, company policies, retirement planning. Strong communicator able to deliver information to a diverse audience with clarity and understanding. 
  • Leadership
  • Training & Coaching
  • Knowledge Of Retirement Plans/FINRA
  • Quality Control
  • Data Entry  & Processing
  • Sales Pipeline Management
  • Project management
  • Cross-functional Relationship Building 
  • Customer and Personal Service
  • Presentations skills/facilitation
  • Administration and Management
  • Critical Thinking
Business Management Specialist 07/2015 to Present
  • Maintain a general understanding of financial products (457b, IRA, Brokerage etc.) and services. 
  • Apply excellent knowledge of root cause analysis, remediation, requirements gathering, business process documentation/re-engineering and information security best practices within the financial services industry. 
  • Respond to written and verbal business user inquiries related to workflow applications including Captiva and EXP AG. 
  • Working knowledge of Service Now delivery plans and service level commitments.
  • Develop and update Service Now delivery flows in accordance with business operations and administrative changes. 
  • Conduct virtual training for local office E-Input and RDC scanning and processing.
  • Document administrative processes. 
  • Develop workflow related reports. 
  • Review spreadsheets, databases and other analytical and reporting software.
Wealth Management Group Client Service Assistant 06/2008 to 07/2015
  • Provide distinctive service experience, tailored to the unique needs of High Net Worth clientele.
  • Responsible for the creation and implementation of a work stream used to identify and enhance the output of more productive and quality driven results using SIX sigma based LEAN concepts.
  • Engage in non-registered communications to provide value to both internal and external clients
  • Execute quality control to mitigate and prevent process errors.
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Communicate clearly with the advisory team and our clients to resolve service and sales related requests.
  • Re-mediate client requests by collaborating with internal processing areas and external carriers.
  • Provide support and analytics for special projects.
  • Provide end to end sales cycle management support including sales forms completion and asset transfer coordination with alternate carriers.
  • Provide income illustrations and customized forms packages, actuarial calculations and problem resolution for our Wealth Management clients.
  • Coordinate resolution of sales and service NIGO (Not in Good Order) requests within the advisory teams.        
  • Respond to client service needs via multiple methods of contact.            
Bachelor of Science: Business Management May 2012 University of Phoenix - Denver, CO
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Previous Companies:


Previous Job Positions:

  • Business Management Specialist
  • Wealth Management Group Client Service Assistant


  • University of Phoenix

Level of Education:

  • Bachelor of Science

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