Mayree Workman
Fairfield,IA
Summary
Accomplished Director of Operations & Client Service adept in strategic planning and operations management. Elevated revenue by innovating business strategies and fostering robust client relationships. Excelled in team leadership & relationship building. Strongly believes in a collaborative, engaged, and empowering work culture. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Achieved over $1 million in net revenue annually through effective team, people, and process management.
Overview
23
23
years of professional experience
Work History
Director, Operations & Client Service
Financial Moxie Inc. & Divorce Moxie
01.2019 - 07.2024
- Monitored office workflow and administrative processes to keep operations running smoothly for approximately 400 established clients.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Cultivated and strengthened lasting client relationships using firm issue resolution and dynamic communication skills.
- Identified and qualified customer needs and negotiated and closed profitable accounts with a 99% success rate.
- Assisted and monitored current client's accounts, budgets/cash flow. Provided feedback to clients regarding their goals.
- Managed market trends, sales, marketing, and customer account operations efficiently.
Supervisor- Virtual Assistant
Cambridge Investment Research
08.2015 - 10.2018
- Developed and implemented a virtual assistant service within the broker/dealer for financial advisors. This service was intended to generate revenue for the firm and provide a lasting relationship for advisors to stay with the firm. In 3 years, the program grew from 1 employee to 42 employees with over $1 million in net revenue to the firm annually.
- Created and managed project plans, timelines and budgets.
- Helped meet changing demands by recommending improvements to business systems or procedures from a new perspective/team.
- Developed complex reports in Excel for cost, revenue, and work projections reporting.
- Surpassed monthly and annual department goals by partnering with colleagues to implement best practices and protocols.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests as well as quarterly reviews to solicit feedback.
- Review resumes and conduct interviews, coordinate new hires, transfers, terminations, changes in job classifications and merit increases to human resources.
- Develop and submit department annual budget, track costs ongoing. *5 year Budget Star Award Winner
Team Lead, Partner Support Center
Cambridge Investment Research
01.2008 - 08.2015
- Managed schedules, accepted time off requests, and found coverage for short shifts for 25 employees.
- Coached team members on the techniques necessary to complete job tasks.
- Minimized resource and time losses by addressing employee or production issues directly and implementing timely solutions.
- Trained new team members by relaying information on company procedures.
- Work with team members on complex service requests to provide the best possible solution while teaching simultaneously.
- Developed monthly and daily production output plans to deliver on customer service and financial metrics.
- Communicated KPIs outlined in the annual plan to inform employees of expectations and deliverables.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues for over 1,000+ calls per day.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Educated staff on organizational mission and goals to help employees achieve success.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Conducted regular reviews of operations and identified areas for improvement.
Technology Consultant- CLIC
Cambridge Investment Research, Inc.
04.2003 - 01.2008
- Improved client satisfaction by implementing innovative technology solutions tailored to their specific needs.
- Conducted comprehensive assessments of client systems, providing actionable recommendations for improvements and upgrades.
- Streamlined business processes for increased efficiency and productivity through the integration of cutting-edge technologies.
- Designed user-friendly interfaces that simplified complex tasks while maintaining high levels of functionality across multiple platforms.
- Controlled development of test areas, systems test data and testing methods prior to implementing new systems and enhancements to existing systems.
- Develop & Implement traveling technology roadshows throughout the US. Training financial advisors and their staff on efficiency in using proprietary technology offered through the firm.
- Perform office efficiency studies for financial advisors and their staff. Provide onsite training as well as written recommendations, goals, and a follow up plan.
Transition Consultant
Cambridge Investment Research, Inc.
08.2001 - 04.2003
- Facilitated smooth, organized, transitions for financial advisors books of business from other broker/dealers to Cambridge.
- Delivered training sessions on transition best practices for clients & internal teams, fostering self-sufficiency and ongoing success.
- Advised clients on regulatory compliance matters related to the financial industry industry and geographic region throughout the course of transitions.
- Identified areas of improvement in existing transition processes, implementing changes to enhance overall effectiveness.
- Research complex issues as they arise during transition to find solutions or alternative options to ensure the transition process was smooth for the advisor and the end client.
- Developed comprehensive transition plans, outlining project timelines and key milestones for success.
- Completed ongoing followup after transition at 3, 6, 9, & 12 months to ensure satisfaction in the overall firm operations.
Education
Lean Six Sigma Green Belt -
Iowa Lean Consortium
Lean Six Sigma Yellow Belt -
Iowa Lean Consortium
Securities Industry Essentials -
FINRA
Series 99- Operations Professional -
FINRA
Registered Corporate Coach -
Worldwide Associationof Business Coaches
01.2016
Associate of Arts - Culinary Arts/Business Management
Kirkwood Community College
Cedar Rapids, IA05.2001
Skills
- Verbal and written communication
- Strategic Planning
- Team & People Management
- Operations Management
- Staff Development
- Teamwork and Collaboration
- Team Leadership
- Relationship Building
- Process Improvements
- Customer Service
- Proficient in Office 365, G-Suite, RingCentral, ADP Workforce, Meta Business, Calendly, Zoom, Adobe Suite, Quickbooks,
Affiliations
- Secretary/Board Member- Kaden's Kids 501(c)3
- Ambassador, Fairfield Chamber of Commerce
Timeline
Director, Operations & Client Service
Financial Moxie Inc. & Divorce Moxie
01.2019 - 07.2024
Supervisor- Virtual Assistant
Cambridge Investment Research
08.2015 - 10.2018
Team Lead, Partner Support Center
Cambridge Investment Research
01.2008 - 08.2015
Technology Consultant- CLIC
Cambridge Investment Research, Inc.
04.2003 - 01.2008
Transition Consultant
Cambridge Investment Research, Inc.
08.2001 - 04.2003
Lean Six Sigma Green Belt -
Iowa Lean Consortium
Lean Six Sigma Yellow Belt -
Iowa Lean Consortium
Securities Industry Essentials -
FINRA
Series 99- Operations Professional -
FINRA
Registered Corporate Coach -
Worldwide Associationof Business Coaches
Associate of Arts - Culinary Arts/Business Management
Kirkwood Community College
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