Kimberly Francolini
North Grafton,MA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
24
24
years of professional experience
Work History
Vice President, Key Account
PRUDENTIAL FINANCIAL (CIGNA Retirement & Investment Services Acquired April 2004)
10.2003 - 03.2018
- Managed overall satisfaction, retention and growth of institutional retirement client relationships (assets ranging from $60 million to $2 billion), which resulted in strong relationships that drove overall business growth.
- Delivered exceptional customer service by resolving client concerns quickly and efficiently.
- Developed thorough understanding of key clients' needs and requirements to prepare customized solutions
- Led multi-funciton client teams in execution of comprehensive strategies focused on customized soltuions.
- Monitored retirement industry trends to provide insights to clients regarding best practices, plan design, and strategies to fulfill fiduciary obligations associated with sponsoring competitive retirement program.
- Proactively identified potential issues within key accounts, taking corrective action to prevent loss of business or dissatisfaction.
- Increased company growth through collaboration with sales and marketing departments.
- Developed strategy and led execution of project plan for 2004 Executive Forum (250+ guest client event with $1M budget).
Practice Development Leader, Advisory Services
CIGNA RETIREMENT & INVESTMENT SERVICES
01.2001 - 01.2003
- Led business functions for 100+ person organization.
- Co-developed strategy for repositioning of Advisory Services organization and led implementation of key initiatives.
- Managed development and delivery of Advisory products and services.
- Established key metrics and oversaw monitoring, assessment, and reporting.
- Developed strategy and led execution of project plan for 2002 Executive Forum (250+ guest client event with $1M budget).
- Created staffing competency model including establishment of certification/designation tracks to ensure market-leading consulting practice.
- Oversaw development and rollout of marketing materials for key products/services.
Project Manager, Division Relocation
CIGNA RETIREMENT & INVESTMENT SERVICES
01.2001 - 07.2001
- Developed and implemented five phase strategic plan to relocate 900+ employees within timing and financial objectives.
- Managed outside contractors to ensure their work was completed within timing and budget requirements.
- Monitored project progress, identified risks and took corrective action as needed.
- Scheduled and facilitated meetings between 40 key project stakeholder groups to discuss deliverables, schedules and conflicts.
- Provided detailed project status updates to stakeholders and executive management.
Project Manager, Compliance Advisory Services
CIGNA RETIREMENT & INVESTMENT SERVICES
01.2000 - 01.2001
- Provided project leadership for development and implementation of multiple retirement plan advisory service products .
- Developed and implemented project plans and managed budgets to ensure successful execution.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Led development and production of new product marketing and collateral materials.
- Educated sales and relationship management organizations on how to integrate new retirement advisory service products into their overall client strategies.
DC Service Manager, Participant Service Center
CIGNA RETIREMENT & INVESTMENT SERVICES
01.1998 - 01.2000
- Established team priorities, maintained schedules and monitored performance.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Analyzed service reports to identify areas of improvement.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained positive customer relations by addressing specific client challenges head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns, promote loyalty and sell new business.
Plan Consultant, Defined Contribution Services
CIGNA RETIREMENT & INVESTMENT SERVICES
01.1996 - 01.1998
- Managed book of institutional retirement plan clients ranging from $60 - $200 million in retirement assets.
- Responsible for all recordkeeping duties for outsourced clients.
- Coordinated all aspects of transaction processing and financial research within team of Plan Analysts and Processing Specialists.
- Established and implemented action plans for client issues, negotiated deliverables and oversaw implementation and resolutions.
- Handled all daily communications for assigned clients.
Plan Analyst II, Defined Contribution Services
CIGNA RETIREMENT & INVESTMENT SERVICES
01.1995 - 01.1996
- Performed daily processing of 50+ clients in team-based environment.
- Assisted in developing workflows for team implementation.
- Reconciled monthly reports and participant account statements.
- Served as technical resource on daily valued processing system to team members and department;
- Identified potential areas for recordkeeping system enhancements and new functionality.
- Trained team members on non-standard processing.
Pension Analyst II, Defined Contribution Services
CIGNA RETIREMENT & INVESTMENT SERVICES
01.1994 - 01.1995
- Responsible for analysis and administration of 401(k) retirement plans with assets ranging from $5 - $25 million;
- Performed all daily transactions relative to book of business, including asset allocation, distribution processing, outside fund investment, client reporting, research, and reconciliation.
- Handled monthly processing activities for book of business prior to daily transactional system’s implementation.
Education
Masters of Business Administration - Management
University of Hartford
Hartford, CT07.2000
Bachelor of Science in Business Administration - Finance
Bryant University
Smithfield, RI05.1993
Skills
- Consultative Sales
- Conflict Resolution
- Problem-Solving Abilities
- Customer Relations
- Active Listening
- Account Management
- Client Relations
- Critical Thinking
- Problem Resolution
- Key Stakeholder Relationship Building
- Product and Service Solutions
- Project Management Abilities
Timeline
Vice President, Key Account
PRUDENTIAL FINANCIAL (CIGNA Retirement & Investment Services Acquired April 2004)
10.2003 - 03.2018
Practice Development Leader, Advisory Services
CIGNA RETIREMENT & INVESTMENT SERVICES
01.2001 - 01.2003
Project Manager, Division Relocation
CIGNA RETIREMENT & INVESTMENT SERVICES
01.2001 - 07.2001
Project Manager, Compliance Advisory Services
CIGNA RETIREMENT & INVESTMENT SERVICES
01.2000 - 01.2001
DC Service Manager, Participant Service Center
CIGNA RETIREMENT & INVESTMENT SERVICES
01.1998 - 01.2000
Plan Consultant, Defined Contribution Services
CIGNA RETIREMENT & INVESTMENT SERVICES
01.1996 - 01.1998
Plan Analyst II, Defined Contribution Services
CIGNA RETIREMENT & INVESTMENT SERVICES
01.1995 - 01.1996
Pension Analyst II, Defined Contribution Services
CIGNA RETIREMENT & INVESTMENT SERVICES
01.1994 - 01.1995
Masters of Business Administration - Management
University of Hartford
Bachelor of Science in Business Administration - Finance
Bryant University
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