Heather Dailey
Saratoga Springs,UT
Summary
Professional client relationship specialist with strong focus on team collaboration and achieving results. Adept at managing client expectations, fostering long-term partnerships, and delivering impactful solutions. Skilled in communication, conflict resolution, and adapting to changing needs, ensuring reliability and trust. Recognized for strategic thinking and results-driven approach that aligns with business objectives.
Overview
12
12
years of professional experience
Work History
Client Relationship Manager
National Benefit Services
10.2020 - Current
- Served as primary point-of-contact for questions or concerns from clients during ongoing projects.
- Developed strong rapport with clients through consistent follow-up and attention to detail.
- Oversee a variety of compliance tasks relating to ERISA retirement plans.
- Facilitated smooth onboarding experiences for new clients, guiding them through product setup and training procedures.
- Improved customer satisfaction rates by providing tailored solutions to meet individual client needs.
- Understand and ensure retirement plans, meet all regulatory and compliance requirements as established by the IRS and DOL.
- Analyzed client feedback to identify areas for improvement and implemented changes accordingly.
- Assessed client needs and developed plans to adequately address current and future objectives.
- Collaborated with internal teams to resolve client issues quickly and efficiently.
- Streamlined processes for managing client interactions, leading to improved response times and higher levels of satisfaction.
- Maintained detailed records of all client interactions, ensuring accuracy in account management and reporting activities.
Team Lead - Subject Matter Expert
National Benefit Services
03.2015 - 10.2020
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Review loans, hardships, QDRO's, and distributions for accuracy and completion before final approval.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Devised and implemented processes and procedures to streamline operations.
- Collected, arranged, and input information into database system.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Track communication, documents and data of all transactions.
- Support client relationship managers in performing regulatory compliance functions.
- Reconcile monthly plan statements for any discrepancies.
- Maintain an understanding of applicable rules, regulations, and policies governing retirement plans.
- Manage multiple tasks, projects, and deadlines at the same time.
- Identified key performance indicators and guided team members on refining procedures to improve outcomes.
Appraisal Review Coordinator
WJ Bradley Mortgage Capital
05.2013 - 01.2015
- Review and compare appraisal report with assessment tools to determine the accuracy and completeness of appraisal reports.
- Provided timely and accurate status updates to project stakeholders, maintaining transparency and strong lines of communication throughout the review process.
- Monitor daily workflow for appraisal review requests.
- Implemented best practices in document management systems to ensure accuracy, consistency, and accessibility of all critical files.
- Assist with inquires, notifications and escalations of appraisal review requests.
- Transfer information from reports to order management systems.
- Establish and maintain relationships with clients and vendors through effective communication, timely resolution of concerns and anticipation of needs.
- Monitor shared email folder and address all incoming emails.
- Ensure service levels are met by communicating with clients and vendors via phone and email.
- Note all contacts and actions through vendor management systems.
Education
Some College (No Degree) - Advertising And Design
Utah Career College
Skills
- Detail-Oriented
- Problem-Solving
- Decision Making
- Customer Complaint Resolution
- Verbal and Written Communication
- Operating Procedures and Policies
- Internal and External Communications
- Relationship Building and Management
- Documentation and Reporting
- Client needs assessment
Timeline
Client Relationship Manager
National Benefit Services
10.2020 - Current
Team Lead - Subject Matter Expert
National Benefit Services
03.2015 - 10.2020
Appraisal Review Coordinator
WJ Bradley Mortgage Capital
05.2013 - 01.2015
Some College (No Degree) - Advertising And Design
Utah Career College
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