1. 3285 Fort. Lincoln Dr. NE, Washington, DC 20018
202·438-4256
4karenjhr@gmail.com
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 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
relationships.
 Provenability to develop productive teams, increase morale and streamline processes with
measurable effects.
 Adept problem solver with the ability to work wellindependently and as a team player.
PROFESSIONALEXPERIENCE
ICMA RETIREMENT CORPORATION WASHINGTON DC
BUSINESS PROCESS SUPERVISOR November 2009-PRESENT
 Responsible forcoordinating, motivating and leading a team of 68 contactcenter associates; fiveof
whichtelework.
 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
and coachassociates.
 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
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 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
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.

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
correspondence database.
 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
TECHNOLOGICALSKILLS
MicrosoftOffice:Word,Excel, PowerPoint
CC Pulse and NICE Call Monitoring Systems
Computer Telephony Integration
AWARDS/ACHIEVEMENTS
Employee of the Month forOutstanding Performance
Mentor Protégé Program Participant
Received President High Achievement Award forOutstanding Performance
Quality Customer ServiceAwards and Sales Awards