Margaret McVan
Waco,TX
Summary
Performance-driven Vice President with [Number] years of experience aligning systems with business requirements, policies and regulatory requirements. Passionate about applying excellent organization and communication skills to manage and lead teams. Results-oriented individual well-versed in interfacing and consulting on business processes to drive results based on sound overall business judgment. Accomplished [Job Title] with progressive industry background and decisive leadership style. Offers strategic planning abilities, background in change management and forward-thinking mindset. Ready for challenges and focused on meeting future demands. Persistent leader eager to lead and grow organizations. Skilled in strategic planning, problem-solving, and communication with good understanding of business principles, project management and team leadership. Collaborative with relentless work ethic. Top-notch [Job Title] with proven track record of success leading and growing organizations. Strong background in strategic planning, financial management and team development. Skilled in identifying opportunities and implementing practical business strategies with commitment to staying informed about latest trends, technologies and best practices.
Overview
24
24
years of professional experience
2
2
Certification
Work History
Vice President of Client Experience
STRATA Trust Company
06.2021 - Current
- Cultivated strong relationships with key stakeholders, including customers, vendors, regulators, and community leaders to promote collaboration and long-term success.
- Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
- Demonstrated proficient leadership skills to motivate employees and build competent teams.
- Collaborated with senior management to develop strategic initiatives and long term goals.
- Established performance goals for department and provided methods for reaching milestones.
- Managed financial planning and budgeting processes, ensuring fiscal responsibility and maximizing return on investments.
- Developed new revenue streams by identifying growth opportunities and forging strategic partnerships with key industry players.
- Established a culture of continuous improvement, fostering innovation and driving sustainable growth across the organization.
- Identified opportunities to improve business process flows and productivity.
- Leveraged technology to automate workflows and streamline processes, resulting in increased productivity and cost savings across the organization.
- Monitored industry trends, keeping current on latest changes and competition in industry.
- Enhanced company profitability by implementing strategic business plans and optimizing operational processes.
- Transformed customer experience by designing and executing comprehensive service improvement initiatives aimed at enhancing satisfaction levels.
- Delivered strong financial performance despite challenging economic conditions by executing prudent risk management strategies throughout all aspects of business operations.
- Spearheaded organizational restructuring initiatives, streamlining operations and reducing overhead costs.
- Increased company growth through collaboration with sales and marketing departments.
- Ensured regulatory compliance at all times by implementing robust internal controls systems coupled with proactive monitoring mechanisms.
- Developed and implemented new strategies and policies in collaboration with executive partners to establish and achieve long-term business objectives, providing company with strong and sustainable organizational leadership.
- Streamlined operations to maximize business efficiency and profits.
- Represented organization at industry conferences and events.
- Cultivated company-wide culture of innovation and collaboration.
- Oversaw business-wide changes to modernize procedures and organization.
- Collaborated with legal, accounting and other professional teams to review and maintain compliance with regulations.
- Founded performance- and merit-based evaluation system to assess staff performance.
- Led recruitment and development of strategic alliances to maximize utilization of existing talent and capabilities.
- Directed technological improvements, reducing waste and business bottlenecks.
Director of Client Services
STRATA Trust Company
10.2010 - 06.2021
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Supervised daily operations and service functions to maximize revenue, customer satisfaction, and employee productivity.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Established performance and service goals and held associates accountable for individual performance.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Encouraged creative thinking, problem solving and empowerment as part of facility management group to improve morale and teamwork.
- Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitation of proactive work environment.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Kept stakeholders up-to-date on details pertaining to client projects.
- Negotiated contracts with vendors to secure cost-effective services while maintaining high quality standards for customers.
- Trained, led and developed client services team and instilled knowledge and skills to execute business strategies and deliver maximum customer satisfaction to maintain profitability.
- Increased client retention rates by providing exceptional support, feedback, and ongoing relationship management.
- Coordinated with other departments to ensure seamless delivery of services across all touchpoints in the customer journey.
- Established performance metrics to monitor progress toward goals and make data-driven decisions for continuous improvement initiatives.
- Enhanced client satisfaction by implementing streamlined communication strategies and personalized service plans.
- Implemented innovative training programs to improve staff knowledge, skills, and overall efficiency in delivering superior services to clients.
- Led account management teams responsible for maintaining strong relationships with high-value clients, ensuring long-term loyalty and repeat business opportunities.
- Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
- Managed budgets for client service operations, achieving cost savings without compromising service quality or employee satisfaction levels.
- Boosted company revenue through the development of strong relationships with key clients and partners.
- Developed customizable reporting tools and dashboards to generate client, revenue and internal intelligence reports.
- Liaised with leadership team to support strategic opportunities and align cross-functional resources with delivery.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Developed detailed plans based on broad guidance and direction.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Client Services Manager
Equity Trust Company
06.2000 - 10.2010
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Collaborated with cross-functional teams to ensure timely delivery of projects, meeting or exceeding client expectations.
- Developed new employees and on-going performance assessment of current employees.
- Resolved escalated issues with professionalism, maintaining client trust and safeguarding the company''s reputation.
- Mentored departmental team, boosting efficiency, success and morale among employees.
- Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Enhanced client satisfaction by implementing effective communication strategies and addressing concerns promptly.
- Built a strong rapport with key decision-makers within client organizations, fostering trust and long-lasting partnerships.
- Monitored performance metrics, using data analysis to identify areas of improvement in service delivery and customer experience.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Kept stakeholders up-to-date on details pertaining to client projects.
- Managed a diverse portfolio of clients across various industries, demonstrating adaptability and expertise in catering to specific needs.
- Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Launched quality assurance practices for each phase of development
Education
Bachelor of Science - Business Administration And Management
Western Governors University
Salt Lake City, UT06.2020
Skills
- Team Leadership
- Relationship Building
- Decision-Making
- Critical Thinking
- Strategic Planning
- Results-Driven
- Operations Management
- Risk Management
- Process Improvement
- Presentations
- Staff Development
- Data Analysis
- Corporate Communications
- Industry Best Practices
- Price Structuring
- Performance metrics analysis
- Public Speaking
- Forecasting
- OKRs and KPIs
- Recruiting and Hiring
- Company guidelines
- CRM Software
- Corporate Branding
- Product Demonstrations
- Customer Prospecting
- Customer Education
- Operational management
- Operational leadership
- Project Management
- Organizational Development
- Business Planning
- Growth planning
- Operations Oversight
- Financial Acumen
- Leadership and People Development
- Cross-Functional Collaboration
- Strategic business planning
- Management Team Leadership
Certification
- Project Management Certification, CompTIA
- Self-Directed IRA Professional Designation, Retirement Industry Trust Association
Timeline
Vice President of Client Experience
STRATA Trust Company
06.2021 - Current
Director of Client Services
STRATA Trust Company
10.2010 - 06.2021
Client Services Manager
Equity Trust Company
06.2000 - 10.2010
Bachelor of Science - Business Administration And Management
Western Governors University
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