Client Services Professional with over 20 years of experience in client relationship management, insurance benefits, and process improvement. Proven track record of delivering exceptional customer service across finance, insurance, and administrative sectors. Recognized for leadership skills and commitment to effective communication that enhances customer loyalty and fosters teamwork.
Overview
14
14
years of professional experience
1
1
Certification
Work History
ITM, Longevity
Minneapolis , Minnesota
02.2024 - Current
Providing a point of contact for trustees for questions that might arise regarding the daily monitoring of trust activities.
Completing annual documents for trusts.
Providing excellent customer service and timely responses regarding any activity on trusts.
Assisting with any death claims for trusts.
Sr. Advisor Service Associate
Principal Financial
Cedar Falls, IA
01.2022 - Current
Serve as a key point of contact for advisors, providing exceptional customer service and support for inquiries related to diverse financial services and navigating the company website
Proactively address and resolve issues to ensure advisors have seamless access to necessary information and resources
Streamline the processes by promptly fulfilling requests for enrollment and eligibility materials, ensuring efficient delivery to advisors
Collaborate with cross-functional teams to identify and implement process improvements, enhancing the overall advisor experience and boosting resolution times
Maintain accurate and detailed documentation of interactions, inquiries, and issue resolutions for reference and reporting purposes
Remain current on company policies and procedures to provide up-to-date and accurate information to advisors
Actively engage in team meetings and training sessions, sharing insights and best practices to improve service delivery and efficiency.
Sr. Client Service Associate
Principal Financial
Cedar Falls, IA
05.2021 - 01.2022
Provided personalized support to plan sponsors, ensuring their satisfaction by promptly addressing issues and facilitating plan changes
Established mutually beneficial relationships with plan sponsors through effective communication and proactive assistance to increase client retention
Assisted in the development and implementation of client-focused action plans, resulting in improved client satisfaction and streamlined plan management processes
Conducted regular check-ins with plan sponsors to proactively identify opportunities for enhancing service delivery and addressing concerns.
Advisor, Support Team
Principal Financial
Cedar Falls, IA
08.2018 - 05.2021
Acted as a primary point of contact for advisors, providing prompt and comprehensive assistance via incoming phone calls, ensuring their understanding of plan details, and addressing any questions or concerns
Applied expertise in website navigation, troubleshooting, and issue resolution to reduce website access issues
Played a crucial role as part of the Concierge team, by building strong relationships with new advisors and ensuring a seamless onboarding experience
Collaborated with the transition team to ensure a smooth transition for advisors during the initial 4 months of their selected plan, acting as the main point of contact and providing ongoing support
Proactively identified and addressed potential challenges during the transition period, resulting in a significant decrease in advisor-related issues and improved overall advisor satisfaction.
Client Service Associate
Principal Financial
Cedar Falls, IA
12.2017 - 08.2018
Provided prompt and professional assistance to clients and advisors, addressing inquiries, resolving issues, and answering questions related to their plans
Assisted advisors with plan customization, ensuring seamless implementation of changes based on their preferences
Maintained detailed records of interactions, inquiries, and issue resolutions, contributing to accurate tracking and streamlined communication processes.
Retirement Specialist II
Principal Financial
Cedar Falls, IA
03.2016 - 02.2017
Handled a high volume of incoming calls from participants, providing guidance and support regarding their retirement accounts, including answering questions, addressing concerns, and assisting in a timely and professional manner
Ensured the security of customers' accounts by meticulously verifying and maintaining accurate and updated customer information, following strict protocols and confidentiality guidelines
Utilized a comprehensive understanding of retirement plans, effectively addressing inquiries related to balance inquiries, updating transaction statuses, and providing guidance on accessing website information
Actively participated in Online Chat Webinars, engaging with participants to provide real-time support and guidance, further enhancing the overall customer experience
Mentored new representatives in their phone call responsibilities, sharing best practices, providing guidance on effective communication techniques, and fostering a supportive and collaborative team environment.
Regional Territory Associate
Professional Office Services
Waterloo, IA
01.2011 - 03.2016
Assisted outside sales representatives in acquiring new clients and maintaining relationships with existing clients, playing a key role in achieving revenue targets and business growth
Acted as the primary point of contact for customers, providing exceptional service by promptly addressing inquiries, placing orders, and delivering timely status updates on new and existing orders
Collaborated with management to develop and define the newly created role of Regional Territory Associate, ensuring alignment with company objectives and setting clear expectations for the position to ensure long-term success
Partnered with sales representatives and customers to ensure a seamless and exceptional experience, leveraging strong communication and problem-solving skills to address their needs and exceed expectations
As an Order Entry Specialist, handled a wide range of customer phone inquiries, including order placement, shipment tracking, and balance inquiries.
Education
Associate Degree - Computer Information Systems & Network Administration