Alicia Anagnostou
San Clemente,CA
Summary
Senior Executive with over 20 years of experience in account management and leadership across financial services, banking, and HR sectors. Proven expertise in customer retention and client success. Demonstrated success in leadership development, operational strategy, and financial acumen. An inclusive communicator and problem solver, while ensuring seamless execution and team synergy.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Senior Director, Client Success and Retention
ADP TotalSource
11.2018 - Current
- Managed client retention and renewal efforts, identifying upsell and cross-sell opportunities that contributed to revenue growth within existing accounts.
- Ranked 1st nationally in retention of Annual Reoccurring Revenue (ARR), Net New Business (NNB) and Net Promoter Score (NPS) 2019, 2020, 2022, 2023.
- Collaborated with cross-functional teams to align client needs with business priorities, advocating for client feedback in product development.
- Demonstrated ability to negotiate complex service agreements with C-level executives.
- Developed and executed annual pricing strategy, including presentation of analytic models and tools for decision making.
- Led training to reinforce price/value proposition, effective talk tracks and concise messaging.
- Dotted line responsibility for the growth and development of 105 associates, including front line leaders.
Director, Client Success
ADP TotalSource
05.2014 - 11.2018
- Accountable for the development and retention of 11 high performing HR business partners across CA and the Pacific Northwest who served as consultants to 340 mid-sized clients totaling $34 million in ARR.
- Built and maintained trusted relationships with clients at all levels, tailoring solutions to meet evolving needs and driving continuous improvement.
- Collaborated on cross-functional teams aimed at improving the client journey and the client experience.
- Leveraged data insights to improve service and ultimately improve retention and increase price-value proposition.
- Achieved an associate engagement index rating of A+ (Stand Out) with an engagement score of 90 (global benchmark of 70).
- Successfully coached and mentored several team members in to leadership roles.
Assistant Vice President, Sales and Operations
Provident Credit Union
09.2002 - 05.2014
- Responsible for sales performance, execution of service standards and operational integrity.
- P&L responsibility for branch network totaling $300 million in deposits and $98 million in loans.
- Far exceeded residential and consumer origination targets.
- Designed training programs to ensure employees had necessary skillsets for job functions.
- Led a team of 70 associates, providing guidance and direction on daily operations.
Financial Consultant
Merrill Lynch
08.1998 - 08.2002
- Worked closely with clients to develop customized portfolio management strategies that were tailored to meet each investor's specific requirements.
- Advised clients on how best to achieve their long-term investment goals while minimizing risks associated with investing in the stock market.
- Developed comprehensive financial plans for individual clients based on their personal goals and objectives.
- Reviewed financial documents and provided advice to clients on their investments, tax planning, retirement and estate planning.
- Met production targets that impacted overall company revenue goals.
- Built strong relationships with external partners such as accountants, lawyers, mortgage brokers, in order to provide a comprehensive range of services for customers.
Education
Bachelor of Arts - Sociology
UCLA
Los Angeles, CACreative Writing Program -
UCLA
Los Angeles, CASanta Clara Law School
Santa Clara, CASkills
- Customer loyalty initiatives
- Building client relationships
- Effective leadership
- Increasing revenue
- Upselling approaches
- Negotiation skills
- Team development
- Sales performance
Certification
Series 7, 63, 66
Timeline
Senior Director, Client Success and Retention
ADP TotalSource
11.2018 - Current
Director, Client Success
ADP TotalSource
05.2014 - 11.2018
Assistant Vice President, Sales and Operations
Provident Credit Union
09.2002 - 05.2014
Financial Consultant
Merrill Lynch
08.1998 - 08.2002
Bachelor of Arts - Sociology
UCLA
Creative Writing Program -
UCLA
Santa Clara Law School