Gretchen Sauer
Otisville
Summary
Accomplished client service and account management professional with experience in the private equity and financial services sector. Skilled in managing investor portfolios, delivering white-glove service, and building trusted relationships with stakeholders. Adept at analyzing and reporting KPIs, providing strategic feedback to C-suite executives, and driving process improvements that enhance operational efficiency and client satisfaction. Recognized for strong leadership in guiding teams to exceed performance benchmarks while maintaining the highest level of service and professionalism.
Overview
21
21
years of professional experience
Work History
Associate Vice President of Client Relations
Vensure Employer Services
01.2025 - Current
- Company Overview: A Professional Employer Organization, providing PEO solutions and human resource outsourcing to small and mid-market businesses across the country, processing more than $18 billion in payroll and supporting more than 526,000 worksite employees.
- Managed a portfolio of our companies investor accounts and related entities within the private equity and financial sector, ensuring the highest level of client service and satisfaction.
- Collected and communicated investor feedback to C-suite executives, contributing to improvements in company policies and procedures.
- Built and maintained strong relationships with investors and clients through proactive account management and white-glove service delivery.
- Developed and implemented policies that improved service delivery and team performance.
- Led strategic initiatives to enhance operational efficiency across multiple departments.
- Managed a high-performing team, aligning daily activities with organizational goals and driving measurable results across key performance metrics
Client Relations Manager
Vensure Employer Services
08.2023 - 12.2024
- Company Overview: A Professional Employer Organization, providing PEO solutions and human resource outsourcing to small and mid-market businesses across the country, processing more than $18 billion in payroll and supporting more than 526,000 worksite employees.Managed investor accounts and delivered personalized, white-glove service while supporting C-Suite executives with tailored feedback.
- Developed and maintained strong client relationships to enhance satisfaction and retention.
- Implemented feedback mechanisms to gather client insights and drive service improvements.
- Led cross-functional teams to address client concerns and ensure timely resolution of issues.
- Analyzed client data to identify trends, improving service delivery and response strategies.
- Served as an escalation point for complex client issues requiring senior management intervention; worked closely with various departments in order to reach a satisfactory resolution.
Senior Client Relations Specialist
Vensure Employer Services
06.2021 - 07.2023
- Company Overview: A Professional Employer Organization, providing PEO solutions and human resource outsourcing to small and mid-market businesses across the country, processing more than $18 billion in payroll and supporting more than 526,000 worksite employees.
- Liaison between clients and internal operations to ensure a positive working relationship with assigned book of business
- Provide clients with excellent experience and facilitate client retention by building strong customer relationships
- Analyze client questions and concerns, escalating issues to appropriate teams and handling service problems to the satisfaction of the client
- Participate and lead meetings both internally and externally and communicate professionally and positively
- Maintain knowledge of company operations, processes and software programs to ensure compliance and accuracy
Store Manager
Tommy Hilfiger
04.2011 - 06.2021
- Company Overview: An American clothing company, manufacturing apparel, footwear, accessories, fragrances and home furnishings with sales of $6.7 billion and employing over 10,000+ in over 1,400 locations in 90 countries.
- Demonstrate financial accountability by forecasting weekly payroll for a $2 million store, controlling expenses, improving store productivity and scheduling to peak times and areas to accommodate business needs.
- Manage company brand by leading a compliance culture to mitigate legal risk, conduct annual review meetings and assisting with benefit administration.
- Responsible for Staffing: create strategic and proactive staffing plans for a store of 35 employees; utilize selection tools to staff the store with the most qualified candidates to help impact the stores turnover.
- Lead Training and Development: ensure the quality training of all employees across all departments; support leadership development among managers and employees; tie training and development to business operations.
- Implement a strong performance-based culture by influencing the managers to provide meaningful recognition to their teams and to handle all conduct and performance issues in an accurate, appropriate, timely and consistent fashion.
- Act as a strategic business partner to the District Manager, making key decisions and implementing changes in order to improve store operations and drive sales.
- Walk the sales floor daily to set goals and expectations, coach and follow up with the team to ensure the goals and expectations are satisfied; quickly identify and implement solutions to any in-stock, presentation, pricing, signing, or safety issue.
Associate Manager
Tommy Hilfiger
08.2010 - 04.2011
- Company Overview: An American clothing company, manufacturing apparel, footwear, accessories, fragrances and home furnishings with sales of $6.7 billion and employing over 10,000+ in over 1,400 locations in 90 countries.
- Serves as a business partner to the Store Manager in the daily operations of the store.
- Conveys a passion for the customer by providing quality customer service, acting in the best interest of the customer, and coaching the team.
- Promotes a team selling environment while teaching and developing the staff in order to attain the store’s and team’s individual key performance indicators.
- Communicates effectively with store manager and district peers in order to set clear expectations to align with Tommy Hilfiger top standards and new company initiatives.
- Drives performance by executing division of responsibility, creating effective schedules to manage payroll, and inventory control.
- Evaluate the sales floor, analyze store reports, and help develop merchandising strategies to help drive results while maintaining Tommy Hilfiger presentation integrity.
Assistant Manager
Tommy Hilfiger
08.2004 - 08.2010
- Company Overview: An American clothing company, manufacturing apparel, footwear, accessories, fragrances and home furnishings with sales of $6.7 billion and employing over 10,000+ in over 1,400 locations in 90 countries.
- Made daily decisions in a fast-paced environment to maximize store productivity and profitability.
- Assisted in staff development by conducting interviews, training employees, and conducting formal evaluations of employees’ performance and behaviors.
- Facilitated and overseen a team selling environment while mentoring employees to develop and attain individual goals.
- Supported and maintained a service environment in accordance with Tommy Hilfiger high standards for customer service environment by that enhance both the customer’s experience in the store and their image of the brand.
- Partnered and consulted with the store manager to assist in numerous planning activities including store goals, payroll strategies, and strategic placement of product on the sales floor while evaluating market information that can impact store results.
- Constantly sought feedback from both employees and peers in order to ensure continuous improvement and development of my own management skills.
Education
High School Diploma -
Millington High School
Millington, MichiganSkills
- Operations management
- Service delivery management
- Teamwork and collaboration
- Customer service
- Attention to detail
- Organizational skills
- Effective communication
Timeline
Associate Vice President of Client Relations
Vensure Employer Services
01.2025 - Current
Client Relations Manager
Vensure Employer Services
08.2023 - 12.2024
Senior Client Relations Specialist
Vensure Employer Services
06.2021 - 07.2023
Store Manager
Tommy Hilfiger
04.2011 - 06.2021
Associate Manager
Tommy Hilfiger
08.2010 - 04.2011
Assistant Manager
Tommy Hilfiger
08.2004 - 08.2010
High School Diploma -
Millington High School
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