Susan Large
Colorado Springs,CO
Summary
Financial professional effective at leading others and bringing about exceptional results with large dollar amounts in a fast paced environment.
Overview
19
19
years of professional experience
Work History
Senior Transaction Resolution Specialist
T. Rowe Price
05.2019 - Current
- Reviewed and compiled information to correct items processed incorrectly, consistently reviewing completing more cases than my peers month-over-month.
- Collaborated with various departments to meet goals and appropriately resolve client issues.
- Reviewed newly processed items for accuracy, providing corrections and education where needed.
- Led project to analyze data to identify opportunities for improvement. Regularly sent emails regarding volumes and expectations to help improve efficiency of the department.
- Worked with High Value Items encompassing RDS, Brokerage, PCG and MFA items.
- Completed root cause analysis of recurring issues to implement preventive measures, reducing the number of future complaints.
- Assisted colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed.
Acting Supervisor
T. Rowe Price
06.2022 - 03.2025
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
Retail Account Manager Specialist
T. Rowe Price
01.2017 - 05.2019
- Promoted to a Specialist within 6 months of previous role
- Maintained accuracy and AAT while reviewing and processing client requests
- Successfully multi-tasked on different projects (RFT, Quality, Rollover Assistance Team)
- Communicate effectively with various departments in the RFT role while processing million-dollar trades
- Submitted adjustments as needed to CCG with high levels of accuracy work in multiple system platforms such as NT, Vantage, DST, AWD 10 and AWD2
- Verified data integrity and accuracyfor new hire classes and as backup for COE Quality
- Worked with High Value items
Retail Account Manager Associate
T. Rowe Price
01.2016 - 01.2017
- Processed work items efficiently and accurately.
- Contacted client regarding clarification or additional paperwork needed to complete their request.
- Managed time to meet average handle time, work items processed, and adherence to schedule.
- Researched to determine work items are received in good order.
- Recognized a need to communicate to members of leadership regarding items that may pose a risk to the company or the client.
- Lead the team's Clean Desk initiative.
Retail Investement Services Associate
T. Rowe Price
01.2015 - 01.2016
- Answered clients' questions about the purposes and details of their financial plans.
- Assisted clients with transactions on their accounts, reviewing with the client all necessary legal tax disclaimer information.
- Researched client's questions, asked additional questions to understand their realized and unrealized needs to provide one-call resolution.
- Processed transactions on behalf of the client and walked shareholders through how to process transaction online through troweprice.com.
- Presented leadership skills by serving as a new hire coach for multiple new hire classes.
- Further developed my Leadership skills through participation in the Peak Leadership Program.
- Successfully completed contingency training, and regularly assisted with call volume in other departments while maintaining strong metric adherence.
Student Services Success Coach
Everest University
01.2014 - 01.2015
- Managed a population of approximately 200 culturally diverse students.
- Provided direct support and appropriate assistance with student regarding course load, complaints and concerns, and serve as a student advocate when appropriate.
- Held regular appointments with students regarding attendance policy and adherence and grade progress.
- Provided solutions to help students overcome problems in areas such as academics, physical and mental health, economic, discipline, family relationships, and social adjustments through a variety of interventions, referrals, and follow up services.
- Handled and maintained student records while maintaining confidentiality.
- Responsible for uploading documents from various applications to maintain consistency and accurate record keeping.
- Demonstrated the ability to maintain consistent quality work with little supervision.
Personal Lines And Commercial Lines Coach
Progressive Insurance
01.2006 - 01.2012
- Supported Customer Service Representatives with call goals and audited calls.
- As a Licensed Agent in 48 states, helped with incoming service and sales calls when call volume spiked.
Customer Care Center Supervisor
Progressive Insurance
01.2012 - 01.2014
- Supervised and directed a group of as many as 25 customer service and sales representatives.
- Analyzed Customer Service and Sales Representative's calls and needs to develop individual development goals to meet business objectives.
- Reconciled and addressed all customer call guidelines including service levels, handle time, and productivity.
- Addressed unresolved customer issues.
- Leader of customer support staff.
- Adhered to all confidentiality requirements at all times.
- Provided accurate, specific, and timely performance feedback.
- Implemented changes in call servicing and training.
- Nominated by my peers numerous times and twice won the "Spirit of Excellence" Award to recognize my passion for helping my local team and internal as well as external customers.
Education
Bachelor of Arts - Psychology
University Of TX El Paso
El Paso, TXSkills
- Excellent communication skills
- Results-oriented
- Strong interpersonal skills
- Accurate and detailed
- Risk management processes and analysis
- Knowledge of social media
- Extensive vocabulary
- Critical thinker
- Knowledge of Microsoft, Excel, and Outlook
Licenses:
Series 6
Series 63
Timeline
Acting Supervisor
T. Rowe Price
06.2022 - 03.2025
Senior Transaction Resolution Specialist
T. Rowe Price
05.2019 - Current
Retail Account Manager Specialist
T. Rowe Price
01.2017 - 05.2019
Retail Account Manager Associate
T. Rowe Price
01.2016 - 01.2017
Retail Investement Services Associate
T. Rowe Price
01.2015 - 01.2016
Student Services Success Coach
Everest University
01.2014 - 01.2015
Customer Care Center Supervisor
Progressive Insurance
01.2012 - 01.2014
Personal Lines And Commercial Lines Coach
Progressive Insurance
01.2006 - 01.2012
Bachelor of Arts - Psychology
University Of TX El Paso
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