Daniel Tria Client Success & Retirement Account Specialist

Client Service Representative

Empower

Nov 2024 - Current (1 year 11 months)

• Provide support for Automatic Rollover IRA accounts, assisting clients with retirement account inquiries and transactions.
• Handle inbound client requests while ensuring regulatory compliance and accurate documentation.
• Collaborate with internal teams to resolve complex retirement servicing issues.
• Maintain strong service metrics through effective communications, problem-solving, and system navigation.

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Customer Success Manager

Unlimited Furniture Group

May 2024 - Nov 2024 (7 months)

• Delivered end-to-end customer success support for a US-based furniture e-commerce company, handling customer inquiries, order management, and post-purchase support.
• Coordinated with vendors and delivery partners to ensure smooth logistics operations and the timely resolution of shipping and delivery issues.
• Streamlined communication and issue resolution processes, improving customer satisfaction and contributing to a 20% increase in repeat business.

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Client Account Representative

Manulife - John Hancock

Sep 2022 - May 2024 (1 year 9 months)

• Managed client servicing for retirement plans including 401(k) transactions, IRA rollovers, plan terminations, and account reconciliation.
• Acted as the primary contact for plan sponsors, financial advisors, and third-party administrators.
• Investigated and resolved complex account issues while maintaining strict compliance with financial regulations.
• Identified recurring client concerns and recommended process improvements to enhance service delivery.
• Consistently met service-level expectations and maintained high client satisfaction.

Fraud Officer

TaskUs

Aug 2021 - Oct 2022 (1 year 3 months)

• Investigated unauthorized transactions and account takeover cases for financial platform clients.
• Managed 120+ monthly dispute cases, achieving an 85% resolution rate.
• Implemented fraud mitigation strategies that helped reduce chargeback rates by 25%.
• Collaborated with risk management teams to escalate high-risk fraud incidents.

Senior Customer Retention Officer

Axa

Oct 2017 - Jul 2021 (3 years 10 months)

• Managed premium collections for life insurance and investment policies.
• Developed retention strategies for customers requesting policy withdrawals.
• Conducted proactive policy reviews that increased policy retention by 20%.
• Guided clients through policy servicing and coverage options.

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Retention Officer

Affinion Benefits Group

Apr 2016 - Sep 2017 (1 year 6 months)

• Responded to inquiries from members and non-members regarding Accidental Policies at Affinion Benefits Group, ensuring clear communication and support.
• Upsold and processed new enrollments for the Accidental Policy, enhancing client engagement and managing member accounts, including billing and coverage adjustments.
• Implemented strategies for member policy retention, fostering long-term customer relationships and contributing to overall client satisfaction.

Escalation Desk and Fraud Officer

Teleperformance

Feb 2013 - Jun 2015 (2 years 5 months)

• Led a team of 5-10 individuals at Telstra, ensuring smooth transitions to core teams after training and conducting performance coaching to enhance team effectiveness.
• Managed critical investigations related to fraud and scams while overseeing troubleshooting of phone systems and coordinating with onshore technicians for swift resolutions.
• Improved customer experience by promoting value-added services, contributing to overall client satisfaction through high-quality service delivery and daily management reports.

Daniel Tria

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Daniel Tria

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Behavioral traits