Rose Hence
ADMIN Partners, LLC
West Deptford
14
years of professional experience
Hard working, highly motivated professional with experience guiding teams, strengthening client relationships, and driving operational excellence across complex service environments. Skilled in coaching and developing high-performing teams, establishing performance standards, optimizing workflows, and ensuring timely resolution of client needs. Experienced in leading client meetings and strategic discussions, partnering cross-functionally with Compliance, Operations, Consulting, and Sales, and using data-driven insights to improve client outcomes. Recognized for fostering accountability, collaboration, and continuous improvement while delivering responsive, high-quality service and building trusted client relationships.
Work History
Director of Client Services
3 Months- Oversee our Client Services, Onboarding, and Cash Control & Data Management Departments
- Participate in organizing company procedures and ongoing policies.
- Prepared client communications, summaries, and follow-up materials with attention to detail.
- Monitored service requests, prioritized tasks, and maintained organized records in support systems.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Coordinated with other departments to ensure seamless delivery of services across all touchpoints in the customer journey.
- Mentored departmental team, boosting efficiency, success and morale among employees.
Client Services Manager
11 Months- Coordinated daily administrative support to maintain consistent client service delivery.
- Monitored account activity and updated records for clear, reliable client communication.
- 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.
- Worked directly with management team on company growth.
- Worked with Management on IRS Prototype Documents.
- Assist in additional company projects.
Senior Client Services Lead
3 Years- Led client issue resolution, coordinating cross-functional responses to maintain service standards.
- Managed daily client communications, providing timely updates and clear follow-up on requests.
- Monitored service workflows, identifying bottlenecks and improving turnaround consistency.
- Documented client cases accurately, maintaining organized records and tracking outstanding actions.
- Served as the primary point of contact for escalated issues, deftly navigating challenging situations to achieve satisfactory resolutions while preserving client trust and satisfaction.
Team Lead, Contributions
2 Years 6 Months- Led daily team workflows, assigning priorities and resolving operational bottlenecks.
- Trained staff on procedures, documentation standards, and service expectations.
- Established team priorities, maintained schedules and monitored performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Assisted in projects, including the setup of Salesforce as our company workflow system.
- Handled escalated issues.
Client Relationship Manager
1 Year 6 Months- Developed strong rapport with clients through consistent follow-up and attention to detail.
- Strengthened client relationships by maintaining regular communication and addressing concerns promptly.
- Assessed client needs and developed plans to adequately address current and future objectives.
New Business Analyst
2 Years- Analyzed new business requirements and routed intake details to support accurate onboarding workflows.
- Coordinated cross-functional follow-up to gather documentation, clarify gaps, and keep proposals moving.
- Evaluated client data, verified submissions, and resolved discrepancies before handoff to operations teams.
- Developed process improvements for intake tracking, reducing manual rework across new business activities.
- Set up all new plans in Relius.
- Worked directly with Sales Department.
- Assisted with Plan Document calls.
Contribution Processor
2 Years 6 Months- Processed high-volume requests with accuracy, maintaining consistent turnaround and documentation standards.
- Increased productivity by effectively managing workload and prioritizing tasks.
- Supported team members in their tasks, contributing to overall team success.
- Managed multiple priorities simultaneously, maintaining organization even during peak periods.
- Process Data Files in Relius
- Process Client Information/Salary Reduction Agreements
Document Facilitator
11 Months- Received and sorted faxes, emails, regular mail items.
- Assigned documents to processors in our workflow system.
Education
Associate of Arts - Education
Skills
Customer satisfaction
Client relationships
Recruiting and hiring
Relationship management
Cross-functional coordination
Positive attitude
Teamwork and collaboration
Problem-solving
Reliability
Team leadership
Timeline
Director of Client Services
ADMIN Partners, LLC
07.2026 - CurrentRead More
Client Services Manager
ADMIN Partners, LLC
07.2025 - 06.2026Read More
Senior Client Services Lead
ADMIN Partners, LLC
01.2022 - 01.2025Read More
Team Lead, Contributions
ADMIN Partners, LLC
07.2019 - 01.2022Read More
Client Relationship Manager
ADMIN Partners, LLC
01.2018 - 07.2019Read More
New Business Analyst
ADMIN Partners, LLC
01.2016 - 01.2018Read More
Contribution Processor
ADMIN Partners, LLC
07.2013 - 01.2016Read More
Document Facilitator
ADMIN Partners, LLC
08.2012 - 07.2013Read More
Camden County College
Associate of Arts from Education
Read More