Blake Dougherty
Suffield
Summary
Client service leader with 27 years of experience. Managed up to 24 Client Service Managers at a time during different periods of Financial Services career. Detail-oriented individual with exceptional communication skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Takes a proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives. Strong ability to determine root cause and create effective action plans to solve for various types of waste.
Overview
27
27
years of professional experience
Work History
Client Service Director
Empower Retirement
Hartford, CT
01.2021 - 01.2026
- Managed a team of 13 Client Service Managers.
- Developed team support roles to ensure Client Service Managers could more effectively service clients.
- Championed new initiatives and technology to ensure associate adoption.
- Established performance metrics for team members, driving accountability and continuous improvement in service quality.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Established performance and service goals and held associates accountable for individual performance.
- Cultivated culture of continuous improvement and innovation to improve efficiency and drive results.
- Led Client Service Management team responsible for maintaining strong relationships, ensuring long-term loyalty and repeat business opportunities.
- Optimized team performance through effective management of personnel, scheduling, and resource allocation.
- Built a positive team culture by recognizing employee achievements, providing constructive feedback, and fostering professional development opportunities.
Manager
MassMutual
Enfield, CT
01.2013 - 01.2021
- Managed up to 24 Client Service Managers.
- Managed and motivated employees to be productive and engaged in work.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Various
The Hartford
Simsbury, CT
04.1999 - 01.2013
- Held various positions during a 13 year period.
- Annuity Client Services (Edward Jones Client Service Specialist)
- Retail Mutual Funds Client Services (Manager)
- 401(k) Client Services (Client Service Manager)
- 401(k) ERISA Compliance Testing Specialist
- 401(k) Plan Document Drafting Specialist
- 401(k) Team Lead
Education
No Degree -
Northwestern Connecticut Community College
WinstedSkills
- Client relationships
- Client relationship building
- Team development
- Staff training
Accomplishments
United States Navy-1993-2001
Timeline
Client Service Director
Empower Retirement
01.2021 - 01.2026
Manager
MassMutual
01.2013 - 01.2021
Various
The Hartford
04.1999 - 01.2013
No Degree -
Northwestern Connecticut Community College