Theodora Wiley

Professional in operations with strong focus on team collaboration and achieving results. Experienced in streamlining processes, improving efficiency, and ensuring compliance with organizational standards. Known for reliability and adaptability to changing needs. Skilled in logistics management, resource allocation, and strategic planning, bringing proactive approach to every challenge.

Senior Operations Coordinator at NFP Corporation (2021-11 – Present) • Coordinated quarterly retirement plan review meetings for corporate clients, managing fund analysis, asset reporting, and ensuring timely, compliant delivery of key documentation and insights.

• Led process improvements to streamline retirement plan operations, enhancing reporting accuracy, client satisfaction, and cross-functional collaboration with client services and compliance teams.
• Acted as primary client liaison for retirement plan operations, providing responsive communication, resolving inquiries, and supporting a team-oriented environment focused on operational excellence.

Claims Care

Specialist at Lincoln Financial (2024-12 – 2025-02) • Delivered high-quality support to claimants in a fast-paced call center environment, fielding 50-60 inbound calls daily regarding group insurance products including FMLA, short-term disability, life, and dental coverage.

• Served as a liaison between members and claims examiners, ensuring a smooth and empathetic experience during critical claim-related inquiries and escalations.
• Educated members on claims processes, benefit eligibility, and next steps, providing clear guidance and reassurance during complex or stressful situations.
• Utilized multiple platforms ans systems to accurately document claim details, ensuring timely follow-ups and data integrity.

Service

Manager at Wells Fargo (2015-11 – 2021-11) • Led and developed a high-performing team of service representatives, providing training, coaching, and performance feedback to consistently exceed customer service standards and operational goals.

• Oversaw daily branch operations, optimizing workflows and ensuring strict compliance with bank policies and regulatory requirements to maintain operational excellence.
• Resolved complex customer issues with professionalism and efficiency, driving customer satisfaction and loyalty through strategic problem-solving and service delivery leadership. Teller / Lead Teller at Wells Fargo (2013-02 – 2015-11) • Supervised and coached a team of tellers, providing ongoing training and performance feedback to ensure efficient operations and delivery of exceptional customer service.
• Resolved complex customer inquiries and transactions with professionalism, serving as the primary escalation point to ensure satisfaction and strengthen client relationships.
• Managed branch cash operations, including balancing, audits, and compliance with cash control procedures, maintaining accuracy and minimizing risk.

Associate in Science – Columbia Southern University High School Diploma – Northview High School