PA

Patty A

Patty A.


Sr. Call Center Manager & IRA Specialist II

Professional Overview



Patty A. is a seasoned finance and customer service professional with extensive expertise in call center management and retirement account administration. As the Sr. Call Center Manager and IRA Specialist II at ALEC, she oversees the efficient operation of the company's customer support division while also serving as a subject matter expert in individual retirement account (IRA) products and regulations.

Experience Summary



Current Role


As the Sr. Call Center Manager and IRA Specialist II at ALEC, Patty is responsible for managing a team of customer service representatives, ensuring the delivery of exceptional support to clients. In her role, she develops and implements strategies to improve call center efficiency, enhance the customer experience, and drive continuous process improvements. Patty's deep understanding of IRA regulations and best practices enables her to provide expert guidance to both her team and ALEC's clientele.

Career Progression


Patty's career at ALEC spans over two decades, during which she has progressed through various roles, demonstrating a proven track record of growth and leadership. She began as a Teller in 2000 and quickly advanced to the role of Service Center Manager, where she honed her skills in customer service and team management. In 2008, Patty transitioned to the IRA/HSA Specialist position, expanding her expertise in retirement account administration. In 2010, she was promoted to her current role as Sr. Call Center Manager and IRA Specialist II, leveraging her diverse experience to drive the success of ALEC's customer support operations.

Academic Background


Patty holds a Bachelor of Science degree in Business Administration from the University of Illinois, Urbana-Champaign, where she graduated with Honors.

Areas of Expertise


  • Call center management and operations

  • IRA and HSA administration

  • Customer service and client relations

  • Process improvement and efficiency optimization

  • Team leadership and mentorship


Professional Impact


Under Patty's leadership, the ALEC call center has consistently exceeded customer satisfaction targets, with a first-call resolution rate of over 90%. She has played a pivotal role in implementing innovative technologies and training programs to enhance the team's capabilities and responsiveness. Patty's subject matter expertise in IRA regulations has enabled ALEC to provide reliable and compliant guidance to its clients, contributing to the company's reputation as a trusted financial partner.

Conclusion


With her exceptional customer service skills, deep industry knowledge, and proven leadership abilities, Patty A. is a valuable asset to ALEC. She is committed to driving the continued growth and success of the company's call center operations while ensuring the delivery of exceptional support to clients navigating the complexities of retirement planning and account management.