Danielle Lamey
Saco,ME
Overview
25
25
years of professional experience
1
1
Certification
Work History
Customer Service and Operations Senior Associate
Capitalize
Remote
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
Portsmouth, NH/Portland, ME
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
Biddeford, Maine
02.2020 - 04.2022
- Client management, bookkeeping, insurance benefits, payroll, tax reporting, compliance
Office Manager
Pine Capital
Portland, Maine
02.2020 - 04.2022
- Client management, regulatory compliance and SEC audits, bookkeeping, insurance benefits, payroll, tax reporting
Customer Success Specialist
Guideline
Portland, Maine
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
Westbrook, ME
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
Portland, ME
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
Portland, ME
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
Gorham, ME
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
Portland,ME
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
Boston, MA
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)
Boston, MA
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