Heather L. Chisholm
Relationship Manager
Jacksonville,FL
Summary
Performance-driven Client Relationship Manager with 9+ years of experience in customer service, operations, and business development objectives for the College Savings Industry. Versed in Government Contract negotiations, Product and Project Management and the cultivation of lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
Work History
Client Relationship Manager
Intuition College Savings Solutions
Jacksonville, FL
10.2018 - Current
- Experience with relationship management for 12 different 529 Prepaid & Savings programs and numerous vendors/subcontractors.
- Project and implementation Management for all client facing projects including the successful implementation of 6 different system program-wide database conversions.
- On-boarded two new Contracts exceeding more than 2 million in annual revenue.
- Drafted and maintained operational documentation including but not limited to Business Rules, Procedures & Training, Presentation Decks & Communication Plans, FAQs, and Technical Requirements.
- Government Contract Management including drafting, negotiation, and finalization, increasing revenue for some clients by more than 30%.
- Established and enforced internal controls, workflows and policies for tracking, reconciling and reporting on accounting activities.
Operations/Data Reporting Analyst
Intuition College Savings Solutions
Jacksonville, FL
04.2016 - 10.2018
- Project Management for operation projects such as the Quarterly Reporting Suite and Implementation of JIRA as a ticket management tool.
- Continuously assessed current reporting techniques and developed improvements to boost accuracy and introduce efficiencies.
- Produced quality reports formatted in compliance with data quality standards including scheduled and ad hoc client reporting.
- Prepared documentation for business analysts and operations including Business Requirements documents, procedures, talking points, training decks, and FAQs.
Correspondence Coordinator
Intuition College Savings Solutions
Jacksonville, FL
08.2012 - 04.2016
- Management of highest revenue Client, Vendors, and their Legal team.
- Communicated regularly with client to understand needs, evaluate current product use and cross-sell new products.
- Creation and/or editing of all outgoing manual correspondence and content for all operational customer requests.
- De-escalation of all customer complaint calls and/or correspondence to ensure customer satisfaction and address training opportunities.
- Creation of Case Memos and documentation for all customer escalations requiring client or Legal review.
Education
Bachelor of Arts - English Literature & Communications
Florida State University
Tallahassee, FL 08.2010 - 12.2013
Skills
MICROSOFT SUITE
QUICK DECISION MAKING & PROBLEM SOLVING
BUSINESS DOCUMENTATION PRODUCTION
VERBAL AND WRITTEN COMMUNICATION
JIRA TICKET & DASHBOARD MAINTANENCEADOBE SUITE EXPERTISE
CLIENT SATISFACTION DRIVEN
TRAINING AND DEVELOPMENT
Affiliations
College Savings Plan Network,
Co-Chair of Member Engagement Committee, Program Planning Committee Member, Diversity & Leadership Committee Member
Timeline
Client Relationship Manager
Intuition College Savings Solutions
10.2018 - Current
Operations/Data Reporting Analyst
Intuition College Savings Solutions
04.2016 - 10.2018
Correspondence Coordinator
Intuition College Savings Solutions
08.2012 - 04.2016
Bachelor of Arts - English Literature & Communications
Florida State University
08.2010 - 12.2013