Amy Nguyen Rill

• Support and develop Service Specialists to provide an unmatched level of customer service over the phone.
• Monitor Service Specialists performance utilizing individual performance metrics. Prepare and deliver regular and ongoing performance feedback to ensure standards are met and ongoing consistency or improvement is demonstrated.
• Utilize the Call Management System to monitor calls, skills, wait times, and agent availability/schedule adherence throughout the day and on a weekly and monthly basis.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; recognizing and rewarding employees; corrective disciplinary procedures and practices (under direction of manager and in partnership with Human Resources), addressing complaints and resolving problems.
• Ensure annual employee performance reviews are conducted in a timely and effective manner. Evaluate performance of employees for compliance with established policies and objectives of the organization and contributions in attaining objectives.

• Responsible for planning, organizing, and executing tradeshows ensuring they align with the company's marketing and sales goals
• Managing timelines, budgets, logistics, and vendor relationships, while also coordinating with internal teams and external partner
• Develop and manage a comprehensive plan for each trade show, including setup tasks, promotional materials, and literature

• Trust Administration and Compliance: Overseeing daily trust operations, ensuring adherence to legal and fiduciary standards, reviewing trust documents, managing distributions, maintaining records, and ensuring tax compliance.
• Asset Management and Investment Oversight: Managing trust assets such as real estate and investments, ensuring their maintenance and potential growth, determining asset allocation, overseeing investment performance, and collaborating with advisors.
• Beneficiary Communication and Education: Serving as the main contact for beneficiaries, explaining trust terms and distributions, providing updates on the trust's status and performance.
• Tax Reporting and Planning: Ensuring accurate and timely filing of necessary tax documents (income, estate, gift taxes) and working with accountants on complex tax matters.
• Dispute Resolution and Risk Management: Handling conflicts, working with legal counsel to resolve issues and protect trust assets, and proactively managing potential legal risk

• Completes store operational requirements by scheduling and assigning employees.
• Maintains store staff by recruiting, selecting, orienting, and training employees.
• Promotes optimum staff performance by coaching, counseling, and disciplining employees.
• Protects employees and customers by providing a safe and clean store environment.
• Leads operations by initiating, coordinating, and enforcing program procedures.