Michelle Paullo
Glen Ellyn,IL
Summary
Dynamic Client Service Manager with a proven track record at Wealth Enhancement Group, excelling in client relationship building and problem-solving. Enhanced client satisfaction through timely solutions and effective communication, while maintaining accurate records in Salesforce. Recognized for fostering loyalty and driving business growth opportunities in a fast-paced environment.
Overview
28
28
years of professional experience
Work History
Client Service Manager
Wealth Enhancement Group
09.2018 - Current
- Supported team of five Financial Advisors and their clients by leading and implementing the client service model
- Enhanced client satisfaction by addressing concerns and providing timely solutions
- Nurtured long-term relationships with clients, fostering loyalty and business growth opportunities
- Kept accurate records in Salesforce CRM to document customer service actions and discussions
- Successfully resolved escalated issues with clients, custodian partners and internal operations departments
- Facilitated new account opening, account transfers, Roth conversions, RMDs and account maintenance
Buyer Specialist
Keller Williams - The Silberstein Group
11.2016 - 08.2018
- Worked as a member of a residential real estate team, specializing in buyer representation
- Built rapport with clients in order to clearly discover their home buying needs and wants
- Created a plan to fulfill clients' goals by assisting them on selecting properties that meet those needs
- Successfully navigated transactions through inspections, appraisals and closings
- Management of sales pipeline through follow-up and email communication
- Number one team in the Keller Williams Valley Realty office in 2017 for volume and transactions ($24,846,000 and 61 units)
Residential Realtor
Coldwell Banker
09.2015 - 11.2016
- Lead generation and overall management of sales pipeline
- Successfully navigated transactions through marketing/listing, negotiations, inspections, appraisals, and closings
- Created a plan to fulfill clients' goals by assisting them on selecting properties that meet their needs
- Stayed educated on market conditions and trends
- Awarded the New Jersey Realtors Circle of Excellence Award, Bronze Level, for 2015 and 2016
Personal Banker
Chase
05.2010 - 08.2011
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
- Cross-sold bank products and services to meet customer needs and provide options.
- Licensed with Series 6, Series 63 and IL Life and Health
Internal Wholesaler
Nationwide Insurance Company
12.2000 - 06.2004
- Provided superior service to customers by quickly responding to requests, suggestions and concerns.
- Partnered with External Wholesaler to cultivate sales and activity
- Ran hypothetical Variable Life Insurance Illustrations for independent Financial Advisors
- Followed up with Financial Advisors on as needed basis
- Executed appreciation events for top producing Financial Advisors
- Consistently in the top 3 territories for sales volume
- Licensed with Series 6 and Life and Health
Customer Service Team Lead - Variable Life Service
Nationwide Insurance Company
09.1999 - 12.2000
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
Customer Service Rep - Variable Life Service
Nationwide Insurance Company
01.1997 - 09.1999
- Assisted Nationwide Agents with issues on existing Variable Life Insurance policies
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Processed 1035 exchanges from other Life Insurance Companies
- Acted as a liaison between service team and class action law suit involving sales practices of Variable Universal Life policies
Education
Bachelor of Arts - Communication
The Ohio State University
Columbus, OH06-1996
Skills
- Client relationship building
- Exceptional communication
- Deadline oriented
- Problem-solving
- Time management
- Customer relations
- Team building
- Proficient in Salesforce
- Experienced with Fidelity, Schwab, Raymond James and LPL Platforms
Timeline
Client Service Manager
Wealth Enhancement Group
09.2018 - Current
Buyer Specialist
Keller Williams - The Silberstein Group
11.2016 - 08.2018
Residential Realtor
Coldwell Banker
09.2015 - 11.2016
Personal Banker
Chase
05.2010 - 08.2011
Internal Wholesaler
Nationwide Insurance Company
12.2000 - 06.2004
Customer Service Team Lead - Variable Life Service
Nationwide Insurance Company
09.1999 - 12.2000
Customer Service Rep - Variable Life Service
Nationwide Insurance Company
01.1997 - 09.1999
Bachelor of Arts - Communication
The Ohio State University
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