NANCY WALLACE
Cedar Rapids,IA
Summary
Client-focused account and project management professional with expertise in client onboarding and complex implementation coordination. Skilled in building project plans, managing timelines, and fostering cross-functional collaboration to enhance customer satisfaction. Known for excellent organization and proactive communication that drives successful outcomes.
Overview
10
10
years of professional experience
Work History
Intermediate Client Onboarding Manager
Transamerica
12.2025 - 08.2026
- Serve as main contact throughout onboarding, sharing status updates, setting expectations, and answering client questions and concerns.
- Manage client onboarding activities and coordinate implementation requirements for smooth plan transitions and launches.
- Build and maintain project plans, timelines, and deliverables while aligning milestones across clients, internal teams, and third-party administrators to meet deadlines.
- Coordinate cross-functional teams to gather required information, resolve issues, and move projects toward set deadlines.
- Monitor project details and follow up on outstanding items to support accurate, timely completion of client deliverables.
- Apply strong relationship management and organization skills to support positive client experience during complex implementations.
Client Onboarding Manager
Transamerica
05.2023 - 11.2025
- Coordinated with clients, internal departments, and third-party partners to gather information, finalize requirements, and address project challenges.
- Developed and executed project plans that ensured timely delivery of client onboarding projects.
- Oversaw multiple projects and competing priorities while tracking milestones, action items, and deadlines to ensure alignment with onboarding goals.
- Communicated project status, next steps, and outstanding requirements to clients and internal stakeholders.
- Built strong client relationships through responsive service, proactive follow-up, and solutions throughout the onboarding process.
- Used CRM and business systems to document client interactions, track progress, and maintain accurate project information.
Intermediate Customer Service Specialist
Transamerica
05.2022 - 05.2023
- Delivered high-level customer service and support for complex retirement accounts through phone and client interactions, fostering trust and loyalty.
- Researched and located information across multiple systems to resolve complex customer and retirement-account issues, enhancing customer satisfaction.
- Coordinated with cross-functional departments to gather and relay critical information, expediting resolution of customer requests.
- Explained account information and next steps clearly while maintaining accuracy, professionalism, and a customer-focused approach.
- Managed multiple customer needs while prioritizing timely issue resolution and effective follow-through.
Customer Service Representative
Transamerica
10.2018 - 05.2022
- Managed a high volume of inquiries, ensuring professionalism, accuracy, and strong communication throughout interactions.
- Delivered customer service and account support to retirement plan participants and clients, enhancing client satisfaction.
- Researched account questions, identified solutions, and coordinated with internal teams to resolve issues efficiently.
- Documented customer interactions and maintained accurate information across business systems.
Shift Manager
Hy-Vee, Inc.
05.2016 - 02.2019
- Led daily shift operations while providing customer service and supporting team members in a fast-paced retail environment.
- Coordinated employees and delegated responsibilities to enhance daily operations and address customer needs.
- Resolved customer concerns and upheld service standards to ensure compliance with operational procedures.
Education
High School Diploma -
Prairie High School
Skills
- Client Onboarding
- Project Management
- Project planning
- Client Implementation
- CRM
- Client Communication
- Issue Resolution
- Cross-Functional Collaboration
- Process Coordination
- Account Management
- Research solutions
- Relationship Building
Personal Information
Account Management | Project Management | Client Onboarding | Customer Service
Timeline
Intermediate Client Onboarding Manager
Transamerica
12.2025 - 08.2026
Client Onboarding Manager
Transamerica
05.2023 - 11.2025
Intermediate Customer Service Specialist
Transamerica
05.2022 - 05.2023
Customer Service Representative
Transamerica
10.2018 - 05.2022
Shift Manager
Hy-Vee, Inc.
05.2016 - 02.2019
High School Diploma -
Prairie High School