Sara Carlson
Rochester,MN
Summary
Relationship-focused leader with a strong history of cultivating quality client relationships, strengthening executive-level partnerships, and optimizing operations. Proven success driving client satisfaction, retention, and revenue growth through strategic account management, onboarding leadership, and executive-level communication. Recognized advocate and community leader with strong communication, emotional intelligence, and cross‑functional leadership skills.
Overview
20
20
years of professional experience
Work History
Operations Manager
Integrated Capital Partners
06.2022 - Current
- Optimized operational workflows across departments, reducing processing times by 30% and improving service quality.
- Achieved 100% client retention by strengthening client relationships through proactive communication, alignment of expectations, and rapid issue resolution.
- Lead operational strategy for a multi-faceted financial services firm, optimizing workflows and ensuring regulatory compliance across departments, contributing to measurable reductions in process variability.
- Establish performance metrics, process enhancements, and quality controls that improve accuracy, reduce rework, and drive sustained organizational efficiency.
- Designed and implemented CRM templates, workflows, and automations, streamlining processes and enhancing client satisfaction.
Client Relationship Manager
Fortress Financial Group
09.2019 - 06.2022
- Facilitated client onboarding, implementation, and ongoing support to ensure seamless adoption of services.
- Managed a portfolio of 150+ clients, maintaining a 100% retention rate through proactive relationship management and structured engagement plans.
- Conducted ongoing client needs assessments, developed personalized service plans, and ensured alignment with organizational capabilities and objectives.
- Led client onboarding and engagement initiatives, improving retention and deepening client trust through consistent follow-through and education.
- Cultivated relationships with internal and external stakeholders, enabling efficient coordination of services and solutions.
Education
Bachelor of Business Administration -
Winona State University
Winona, MNSkills
- Client Relationship Management
- Strategic Account Planning
- Executive-Level Communication
- Cross-Functional Leadership
- Project & Implementation Management
- Onboarding Coordination
- Revenue & Utilization Growth
- Issue Resolution & Risk Mitigation
- Operational Optimization
- Emotional Intelligence & Stakeholder Engagement
- CRM & Client Management Systems
- Microsoft Office Suite
- Project & Workflow Management Tools
- Data Review & Reporting
Awards
Unsung Hero Award, Affinity Plus Credit Union, 2025, For advocacy in hunger relief.
Public Engagement
- Participated in the Minnesota Senate Subcommittee on Federal Impact on Minnesotans and Economic Stability Roundtable, followed by official testimony at the Senate Hearing.
- Recognized and selected to participate in Feeding America’s inaugural Elevating Voices: Power Summit.
Affiliations
Channel One Regional Food Bank – Board of Directors (2020–Present)
References
References available upon request.
Timeline
Operations Manager
Integrated Capital Partners
06.2022 - Current
Client Relationship Manager
Fortress Financial Group
09.2019 - 06.2022
Bachelor of Business Administration -
Winona State University