Dawn McCartan
West Hartford,CT
Summary
Senior account manager with extensive experience in the annuity business, skilled in fostering relationships with registered representatives, home office teams and territory management. Adept at multi-tasking and relationship building ensuring effective communication, support and follow through across many diverse teams.
Overview
25
25
years of professional experience
Work History
Senior Key Account Manager
Voya Financial
Windsor, United States
01.2013 - 06.2026
- Managed all aspects of sales support for Independent Agents - Education Market
- Communicated industry updates to field and home office via weekly newsletter
- Managed all TPA (Third-Party between Administrator) updates for sponsored plans
- Collaborates with plan managers, record keeping and operations staff and RVP territory management to ensure plan alignment
- Liaison between (TPA) Third-Party Administrator and home office to ensure compliance, data accuracy, and minimal disruption to participants
- Approve, maintain and reconcile Special case payments for sponsored plans
- Sales project coordinator for Voya Unsung Heroes® grant program that supports K‑12 educators
- Provided ongoing support to territory management by responding promptly to inquiries, resolving issues, and following up on requests in a timely manner.
- Worked closely with registered representatives, home office teams, territory managers, and sales management regarding all aspects of the Independent Channel
Sales Desk Manager
MetLife
Irvine
09.2011 - 12.2013
- Monitor adherence to company sales processes, call scripts, and regulatory requirements.
- Identify missed sales opportunities and coaching moments that could improve pull-through and conversion rates.
- Monitored staff performance, addressing issues to enhance team effectiveness.
- Conducted performance reviews to provide constructive feedback and support team development.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge products, systems and procedures
- Document call observations, quality scores, and performance trends.
- Led monthly staff meetings to review products and procedures, recognizing top performers to boost morale.
- Ensured compliance with industry regulations and company policies.
Team Leader - Internal Wholesaler
MetLife
Bloomfield, Connecticut
09.2005 - 09.2011
- Working with Top External Wholesaler in PA, NJ. 200+ in annual sales
- Aggressively make outbound calls to existing and new brokers to increase overall business
- Build and maintain strong relationships to build sales for specific territory
- Present and coordinate weekly training web-ex meetings for registered representatives
- Explain all features, benefits and cost associated with fixed and variable annuities
- Communicate benefits, cost and features of purchasing a rider
- Ordered sales kits and product materials
Manager of Curriculum Development - Trainer
MetLife
02.2003 - 10.2005
- Successfully developed and delivered Training Sessions on Annuity Products, Computer Enhancements and all aspects of providing quality customer service
- Successfully completed Presentation Skills Training
- Managed multiple projects effectively in a fast-paced environment in a high demand customer service environment
- Update Training materials to meet changes in IRS Regulations and Department Policies
- Prepare and develop all class room instruction for the Annuity Department
- Develop training materials for new procedures in the business unit
- Collaborated with management to develop training programs that addressed business needs
- Design, develop and implement learning solutions to meet the Call Centers need
- Develop and coordinate training for new hires working in the Call Center
- Develop and present materials to internal customers as new Products and Procedures are implemented by management
- Coordinated with business leaders to make learning recommendations to improve performance
- Develop and implement training solutions regarding customer service skills and product training
- Successfully work with a Training Team to meet deadlines to implement new Training Initiatives
- Utilize my strong ability to multitask in a high Production Customer Service Dept that requires many different training initiatives to meet the business units needs
New Hire Trainer
MetLife
06.2001 - 02.2003
- Delivery of Annuity Training Updates to New Hire Staff and Management as needed
- Create Lesson Plans for New Hire Training Programs
- Communicate to Management Dalbar training updates as needed
- Update Training Material with regard to Annuity Investments and Travelers Products
- Train the Trainer yearly on 1099r updates
- Create and Present Job Aids as it pertains to Products Launches and updates
- Coordinate, create and run New Hire Annuity Training Classes
- .Update Staff on Market Timing Policies
- Organize work flow to meet changing business needs
- Coach customer service representatives on appropriate 'scripting' to meet DALBAR Goals
- Create scripting materials that meet DALBAR requirements to assist staff as a Training Tool
- Meet with Management monthly on performance updates of DALBAR Goals
Education
Series 6, Series 63, Series 26, CT Life
Skills
- Key Account Manager - Education Market
- Third Party Administrator Liaison
- Senior Internal Wholesaler Annuity Sales
- Annuity Sales Desk Manager
- Quality Monitoring and Coaching
- Territory management
- Cross-platform collaboration
- Training development
Timeline
Senior Key Account Manager
Voya Financial
01.2013 - 06.2026
Sales Desk Manager
MetLife
09.2011 - 12.2013
Team Leader - Internal Wholesaler
MetLife
09.2005 - 09.2011
Manager of Curriculum Development - Trainer
MetLife
02.2003 - 10.2005
New Hire Trainer
MetLife
06.2001 - 02.2003