Nicole Loge
Mason City,IA
Summary
Client Service Manager with extensive experience in managing complex, large-scale Principal Institutional Retirement Plans up to $70 million in assets. Skilled in providing exceptional, top of the line customer service, mentoring team members, and resolving escalated client issues.
Overview
11
11
years of professional experience
Work History
Client Service Manager
Principal
03.2022 - Current
- Enhanced client satisfaction by addressing concerns and providing timely solutions.
- Managed complex, Institutional sized plans in our upper market segment, as large as 70 million dollars in assets.
- Managed multiple projects simultaneously, ensuring timely completion and high-quality outcomes.
- Developed customized service plans tailored to individual client needs, resulting in increased retention rates.
- Provided exceptional customer service to our valued clients, Third Party Administrators and Financial Advisors.
- Lead conference calls with clients to build trust and provide one on one service, leading our clients to find confidence in myself and in Principal.
- Reduced turnaround times on client requests by streamlining work processes.
- Collaborated with cross-functional teams for better service delivery and client experience.
- Mentored and trained team members on best practices for exceptional customer service, boosting overall performance levels.
- Successfully resolved escalated client issues, restoring trust and safeguarding the our company's reputation.
- Researched and corrected customer concerns to promote company loyalty.
- Took ownership of customer issues and followed problems through to resolution.
Senior Client Service Associate
Principal
03.2021 - 04.2021
- Enhanced client satisfaction by addressing inquiries and resolving issues in a timely manner.
- Mentored junior associates in best practices for servicing clients effectively, enhancing team performance overall.
- Built strong relationships with clients through regular communication and prompt follow-ups on outstanding matters.
- Collaborated with cross-functional teams to develop custom solutions tailored to individual client needs.
Client Service Associate
Principal
01.2020 - 04.2021
- Responded promptly to client inquiries via phone, email, or face-to-face meetings, demonstrating commitment to exceptional service standards.
- Assisted in the retention of high-value clients through proactive communication and exceptional service delivery.
- Participated in training programs to stay current on industry trends and enhance skills necessary for successful client interactions.
- Increased team efficiency by developing streamlined processes for client communication and account management.
- Coordinated with internal teams to ensure seamless execution of client requests, resulting in improved operational efficiency.
- Developed customized reports for clients that highlighted key performance indicators and facilitated informed decision-making processes.
Customer Service Representative
Humach
06.2016 - 01.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
Independent Cosmetologist
State Street Styles
10.2014 - 05.2016
- Maintained a clean and hygienic work environment by following strict sanitation guidelines and procedures.
- Booked appointments, answered phones, greeted clients, handled payments, and created client service tickets.
- Demonstrated high level of customer service to increase retention and satisfaction.
- Processed payments, entering sales in register for prompt customer service.
- Stayed current with industry trends and techniques by attending workshops, trade shows, and continuing education courses.
- Developed strong rapport with clientele through consistent high-quality service, resulting in repeat business and referrals.
- Assisted in inventory management by tracking product usage, reordering supplies as needed, and maintaining an organized workspace.
- Grew sales with great work ethic, individualized beauty care plans and positive attitude.
- Practiced excellent time management and created my own work schedule.
Laborer
Winnebago Industries
08.2013 - 09.2014
- Promoted a positive work environment by demonstrating strong teamwork and communication skills.
- Demonstrated flexibility with shifting responsibilities based on project needs, contributing to overall productivity levels.
- Maintained high-quality workmanship through attention to detail and adherence to industry standards.
- Ensured safety compliance through regular inspection of tools and equipment, reporting any issues promptly.
- Improved worksite efficiency by maintaining clean and organized work areas.
- Followed instructions and safety protocols while operating machinery and equipment.
- Loaded, unloaded, and moved material to and from storage and production areas.
Education
Business
North Iowa Area Community College
Mason City, IACosmetology License - Cosmetology
The Original La James College of Cosmetology
Mason City, IA 01.2009
High School Diploma -
Forest City High School
Forest City, IA05.2006
Skills
- Client Relationship Building
- Exceptional Customer Service
- Training and Mentoring
- Account Management: Experience Managing TPA Retirement Plans up to 70 Million Dollars in Assets
- Research
- Report Generation
- Proficient in Microsoft Outlook, Word, and Excel
- Problem-Solving and Exceptional Time Management
- Adherence to High Customer Service Standards
- Handling Escalations
- Product Knowledge and Retirement Plan Knowledge
- Meticulous Attention to Detail
Accomplishments
- Assisted in winning an Institutional Client, who was thinking about coming to Principal for several years, with Empower being our competition. Through a strategic, well thought out presentation, focusing on our exceptional service, we were able to win the client, who brought us over 60 million in assets.
Timeline
Client Service Manager
Principal
03.2022 - Current
Senior Client Service Associate
Principal
03.2021 - 04.2021
Client Service Associate
Principal
01.2020 - 04.2021
Customer Service Representative
Humach
06.2016 - 01.2020
Independent Cosmetologist
State Street Styles
10.2014 - 05.2016
Laborer
Winnebago Industries
08.2013 - 09.2014
Business
North Iowa Area Community College
Cosmetology License - Cosmetology
The Original La James College of Cosmetology
High School Diploma -
Forest City High School
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