Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Larry Spradley III

Client-Focused Professional

Summary

Client-Centric | Operational Excellence | Plan Administration | Stakeholder Relationship Management


Strategic and solutions-oriented client service leader with over 9 years of experience supporting institutional retirement clients. Proven track record in optimizing plan administration, managing complex client relationships, and driving retention and growth across 401(k), 403(b), and 457(b) plans. Recognized for cross-functional collaboration, process optimization, and delivering proactive, data-driven service excellence that aligns with corporate goals.

Overview

10
10
years of professional experience
4
4
years of post-secondary education
5
5
Certifications

Work History

Client Services Manager II

TIAA
07.2021 - Current
  • Serve as the primary point of contact and strategic advisor for institutional clients with $8B+ in AUM, managing day-to-day plan operations and administrative needs.
  • Lead proactive service model execution by analyzing data insights to identify plan efficiency and participant engagement opportunities.
  • Partner with plan sponsors, TPAs, consultants, and internal stakeholders to ensure delivery of client outcomes and contractual service levels.
  • Champion governance routines, annual plan reviews, and process enhancements to strengthen compliance and performance outcomes.
  • Mentor internal teams to enhance service execution, stakeholder engagement, and knowledge sharing.

Client Service Manager I

TIAA
02.2020 - 07.2021
  • Created and executed tailored service strategies that strengthened institutional relationships and improved retention metrics.
  • Resolved complex escalations involving operational transactions, increasing client trust and satisfaction.
  • Facilitated plan sponsor onboarding, transfers-in, and premium growth initiatives in alignment with corporate goals.
  • Drove interdepartmental collaboration to ensure a unified and accurate service experience across functions.
  • Elevated client administrator experience through efficient support, streamlined workflows, and accurate execution of administrative tasks.


Senior Customer Advocate

TIAA
09.2015 - 02.2020
  • Acted as the escalation lead for high-value client issues, providing white-glove support and conflict resolution.
  • Developed and maintained knowledge content and client onboarding resources that reduced resolution time and improved self-service adoption.
  • Delivered training and mentoring to new advocates, ensuring high service quality and consistent client experience.
  • Identified and capitalized on upsell/cross-sell opportunities to deepen institutional relationships and product utilization.
  • Achieved top-tier client satisfaction scores through empathetic, responsive, and accurate service delivery.

Education

Bachelor of Science - Business Administration And Financial Planning

Liberty University
Lynchburg, VA
08.2011 - 05.2015

Skills

  • Institutional Client Relationship Management
  • Defined Contribution & Retirement Plan Administration
  • Operational Support & Issue Resolution
  • Strategic Account Oversight
  • Project & Process Improvement
  • Cross-Functional Team Leadership
  • Third-Party Administrator (TPA) Collaboration
  • Client Retention Strategies
  • Compliance & Risk Awareness
  • Service Delivery Optimization

Certification

FINRA - Series 6

Timeline

Client Services Manager II

TIAA
07.2021 - Current

Client Service Manager I

TIAA
02.2020 - 07.2021

Senior Customer Advocate

TIAA
09.2015 - 02.2020

Bachelor of Science - Business Administration And Financial Planning

Liberty University
08.2011 - 05.2015

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