1. Alice Valverde
5446 N Crooked Creek Dr. (cell) 832-364-8106
Houston, Texas 77017 azezatti@yahoo.com
SUMMARY OF QUALIFICATIONS
Experienced Financial services, Total Absence and benefits administration management
professional with extensive background in customer contact centers, operations, projects and
relationship building. Characterized as highly analytical in problem solving, excellent written and
editing skills, strong communication and interpersonal skills both in English and Spanish.
PROFESSIONAL EXPERIENCE
Transamerica Retirement Solutions
(This includes an acquisition of business from Mercer in January 2016)
Participant Services Supervisor October 2005 - Present
 Responsible for the servicing of Health & Benefits Clients during Open Enrollment and ongoing
 Responsible for the servicing of approximately 200 Defined Contribution Clients and their
participants
 Supervised a team of 20-25 representatives by providing coaching and feedback, monitoring calls
for quality, and conducting individual and group meetings
 Assisted with process improvements for the team; recognized, evaluated and identified areas for
improvement; supported initiatives that are in place world wide
 Participated in hiring, training, and responsible for multiple special projects
 Set team goals, objectives, and priorities in alignment with departmentalgoals
EDUCATION
1984 – San Jacinto Community College – GED and Drafting Courses
1993 – Texas School of Business – Paralegal Certification Courses
1998 - Houston Community College - Business Administration
2001 - Karen Zupko & Associates - Administrative Assistant Seminar
2001 - Houston Fire Department - Hi-rise Fire Warden Class
2011 – Gloria Glasscock School of Business - PHR