Danielle Lamey
Saco,ME
Overview
25
25
years of professional experience
1
1
Certification
Work History
Customer Service and Operations Senior Associate
Capitalize
06.2024 - Current
- Lead clients through the 401k rollover and IRA transfer process via multiple communication channels
- Drive rollover conversions with outreach campaigns and reporting to meet company KPIs
- Identify and address client feedback to share with key team members, enhancing the overall client experience while aligning with company SLAs and KPIs
Client Relationship Associate
Vigilant Wealth Management
04.2022 - 06.2024
- Managed client interactions in CRM system, ensuring accurate data tracking and timely execution of client requests
- Collaborated with Wealth Advisor and Portfolio Manager to successfully manage book of business while proactively identifying and addressing client needs
- Organized and participated in client speaking engagements and client appreciation events
Account Manager
Brainstorm Business Services
02.2020 - 04.2022
- Client management, bookkeeping, insurance benefits, payroll, tax reporting, compliance
Office Manager
Pine Capital
02.2020 - 04.2022
- Client management, regulatory compliance and SEC audits, bookkeeping, insurance benefits, payroll, tax reporting
Customer Success Specialist
Guideline
11.2019 - 02.2020
- Managed top tier support and customer escalations for defined contribution plan customers
- Analyzed data to develop educational tools for plan administrators and participants
- Lead and supported organizational process improvement initiatives to align with company KPIs and SLAs
Senior Customer Success Associate
Guideline
04.2019 - 11.2019
- Acted as the team point person for customer escalations and high touch customers, ensuring timely and effective resolution
- Collaborated interdepartmentally with sales, engineering, and operations to troubleshoot and help customers, enhancing overall customer satisfaction
- Created email and chat response macros, support articles, and other customer-facing content to accelerate customer resolution and meet SLAs
- Identified potential issues in different platforms and created bugs or feature requests to improve customer experience
Customer Success Associate
Guideline
07.2017 - 04.2019
Client Service Communications Manager
IDEXX
05.2015 - 06.2017
- Managed project schedules and notes in project management software to ensure accuracy and timely delivery
- Developed and presented communication plans for Water, Diagnostic Imaging, and Telemedicine lines of business to align with strategic objectives set by leadership
- Managed any changes to project scope, schedule, and budget
- Forged strong relationships with clients, vendors, and key stakeholders
- Analyzed campaign metrics to provide recommendations for future tactics and strategies
Investment and Client Services Assistant
HM Payson & Co
12.2014 - 05.2015
- Collaborated with relationship managers and trust officers to enhance client experiences and increase referral stream
- Managed CRM system data to ensure accurate and up-to-date client information
Relationship Manager Assistant
Spinnaker Trust
11.2012 - 12.2014
- Collaborated with a team of relationship managers to build and maintain client relationships
- Managed marketing events to expand referral network, resulting in increased business opportunities
- Reviewed grant proposals for eligibility and presented to foundation members for approval
Owner/Office Manager
Servpro Industries Franchise
04.2009 - 11.2012
- Supervised a team of office staff and served as a trusted resource for over 30 employees
- Responsible for QuickBooks reconciliation and reporting to present business profits and losses for franchise owners and area leaders
- Focused on positive customer service while increasing franchise accounts year over year
Financial Advisor
Merrill Lynch
01.2005 - 01.2009
- Collaborated with a team of financial advisors and sales assistants to provide comprehensive financial and insurance planning services to clients and increase the book of business
- Cultivated strong client relationships to ensure personalized financial solutions and long-term success
Marketing Associate - Managed Accounts
Eaton Vance
02.2002 - 03.2005
- Created new product sales material based on customer research to meet and exceed sales goals
Marketing Associate - Managed Accounts
Tucker Anthony (RBC Wealth Management)
10.1999 - 02.2002
- Managed monthly financial advisor trainings and annual symposium for top producing financial advisors
- Collaborated with team to increase Investment Management assets from $2.4 billion to $3.2 billion through client service strategies, marketing efforts and educational materials
Education
Bachelor of Science, Therapeutic Recreation -
East Carolina University
Skills
- Confluence
- Guru
- Jira
- Zendesk
- Intercom
- Salesforce
- Asana
- Hubspot
- QuickBooks
- Xero
Certification
- Series 7
- 63
- 65
- Life & Health Insurance
- CFP prerequisites
- Hubspot Inbound Certification
- Gusto People Advisor
- Xero Advisor Certified
Timeline
Customer Service and Operations Senior Associate
Capitalize
06.2024 - Current
Client Relationship Associate
Vigilant Wealth Management
04.2022 - 06.2024
Account Manager
Brainstorm Business Services
02.2020 - 04.2022
Office Manager
Pine Capital
02.2020 - 04.2022
Customer Success Specialist
Guideline
11.2019 - 02.2020
Senior Customer Success Associate
Guideline
04.2019 - 11.2019
Customer Success Associate
Guideline
07.2017 - 04.2019
Client Service Communications Manager
IDEXX
05.2015 - 06.2017
Investment and Client Services Assistant
HM Payson & Co
12.2014 - 05.2015
Relationship Manager Assistant
Spinnaker Trust
11.2012 - 12.2014
Owner/Office Manager
Servpro Industries Franchise
04.2009 - 11.2012
Financial Advisor
Merrill Lynch
01.2005 - 01.2009
Marketing Associate - Managed Accounts
Eaton Vance
02.2002 - 03.2005
Marketing Associate - Managed Accounts
Tucker Anthony (RBC Wealth Management)
10.1999 - 02.2002
Bachelor of Science, Therapeutic Recreation -
East Carolina University
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