MICHELE M.  REILLY
Parkfairfax, 3306 Valley Drive, Alexandria, VA 22302  
 [Send email to request phone number] 71-7931 (Home)
[Send email using form at bottom]

________________________________________
“She demonstrates a very positive outlook to problems and seeks out solutions to
obstacles.”  
Deborah Russell, AARP Director, Workforce Issues, Outreach & Service
________________________________________

CONSUMER FINANCIAL ADVOCATE with over 20 years experience promoting sound
financial practices on a national level.

SKILLS

Financial Education Campaign Packaging  	Counseling/Guidance
Customer Service Trouble Shooting	        Research/Analysi
Consumer Advocacy				Web/Print Communications

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SELECTED ACHIEVEMENTS

Provided one-on-one counseling to a 40 million membership base and
resolved escalated issues related to AARP Financial Products and Services.

Implemented a campaign to encourage employers to help employees save,
manage and protect their assets by adopting automatic 401(k) plans. Ran an
American Airlines video and web articles on a limited budget resulting in 10,000
hits over the first three months.

Conducted and disseminated Best-in-Class financial education programs
and defined contribution plans to mid-size employers. Drove employers to AARP’s
website for information on best practices in financial education. 

Participated in departmental review of White House Conference on Aging
(WHCOA) paper on financial literacy. These papers helped to prepare the delegates
to vote on resolutions for aging policy for the next decade.

Devised a “Member Retention” tool designed to track number of cases in
which AARP Member Relations Reps successfully intervened and resolved conflicts
between AARP members and service providers. This helped to retain members and
quantify the valuable work performed by the Reps.




EMPLOYERS

AARP (National Headquarters)		Washington, D.C.

Advertising Policies Specialist 		8/2008-3/2009
Managed member communications in response to general ads placed in AARP
publications.  Acted as strong advocate for 50+ population.

WETA							Arlington, VA

Member Services Representative                  	7/2007-8/2008
Assisted with implementation of WETA radio and television pledge
drives.

AARP (National Headquarters)		Washington, D.C.

Financial Security Coordinator                	 6/2005-2/2007
Assisted team in developing training materials for Financial Security
Volunteer Training in Orlando, Florida resulting in positive feedback.
 
Member Relations Liaison				1/2005-6/2005
Responded to AARP member e-mails, phone calls and correspondence
regarding AARP Products and met the required turnaround time.

Senior Product Analyst				1/1999-1/2005
Achieved Quality Service Award for overseeing call center’s ability to
respond to member calls related to AARP Investment Program. Met or exceeded
service levels (80% of calls answered within 20 seconds).

Employee Benefit Adviser				11/1995-1/1999
Counseled employees on selecting employee benefits.

American Express Financial Advisors	Vienna, Virginia

Financial Planning Aide				11/1993-9/1995
Advised clients in areas of retirement planning, education, debt
management, disability, life and health insurance.

EDUCATION AND TRAINING

Master of Science in Human Resource Management.  Lesley College, Cambridge, MA. 
6/1994. 

Bachelor of Arts in Human Services, Cum Laude.  Assumption College, Worcester,
MA.  5/1981.

Completed course work on certification in Employee Benefit Services including
Investment Analysis and Ethics Program.  Licensed broker for ten 
years (expired).