SARAH WHITESIDE
Summary
Dynamic results-driven leader and team builder, consistently motivating others toward success by focusing on talent development, big picture thinking, process improvement and outstanding customer service.
Overview
26
26
years of professional experience
Work History
Director, Account Management, RPS Operations
Lincoln Financial Group
01.2013 - Current
- Unique background leading AM teams for all Retirement Plan Services (RPS) products in both Small and Large Markets
- Current team of 16 Account Managers collectively services plan sponsors across all products in both Small and Large Markets
- 2/3 of current team cross-trained to service multiple products or service models
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Responsible for ensuring delivery of outstanding service to plan sponsors and other stakeholders, resulting in client satisfaction and retention in partnership with RPS Operations teams
- Drive innovation and idea generation to promote process improvements driving efficiency, client satisfaction, profitability, and client retention
- Develop high-performing team by providing mentorship, guidance/goal setting, training, coaching and development opportunities/stretch assignments
- Lead and implement departmental initiatives - Examples: AM Salesforce Strategy, Director Online Enrollment, GVA 2.0, CORE Payroll, Client Notes Consolidation, AM Re-Engineering/Continuous Improvement
- Ops Lead for 3 RPS Projects – Lincoln Client Interface, 2H Director and Alliance Fund Change Project, Financial Wellness – Direct to Consumer
Account Manager, Large Market Alliance
Lincoln Financial Group
01.2011 - 01.2013
- Owned ongoing relationship with 22 Plan Sponsors (~$2B assets) building strong relationships and addressing their needs promptly
- Single point of contact for administrative service requests and day-to-day Plan Sponsor inquiries
- Collaborated with Relationship Managers, Compliance, LFA advisors and Operations teams to help plan sponsors in the administration of their retirement plans and ensure Lincoln Financial Group delivers on all service commitments
- Maintained high client retention rate and Chatham Survey results by providing exceptional customer service and anticipating client needs.
Manager, Customer Contact Center
Lincoln Financial Group
01.2007 - 01.2011
- Managed day to day operations of the Customer Contact Center ensuring that overall service levels and quality measurements are consistently achieved
- Managed Alliance and LNC Call Centers and LNC processing (30+ employees) from July 2008-January 2011
- Managed Multi-Fund Call Center from February 2007-July 2008
- Led initiative to transition all LNC processing from Rolling Meadows, IL to Fort Wayne, IN – 2009-2010
- Implemented and led monthly auditing meetings with call center management and auditing team to ensure consistency and accuracy in phone evaluations
- Led “At Risk” meetings and participated in monthly meetings with key clients focusing on building and maintaining relationships with Plan Sponsors.
Training Specialist, Sales Support
Verizon Business – Sales and Billing Center
01.2006 - 01.2007
- Trained all associates on new products and procedures ensuring relevancy and association to their current positions and roles
- Developed a partnership with CSRs and management by establishing rapport and providing training, assistance, technical guidance and answering policy/procedural, and sales questions
- Facilitated and managed the Process Improvement initiative which evaluated the adequacy of processes/internal controls and suggests and/or implements improvements as well as troubleshooting issues within the center.
Billing Supervisor
Verizon Business – Sales and Billing Center
01.2004 - 01.2006
- Managed and motivated team of ~18 representatives that consistently outperformed their expected objectives in both quality and sales objectives
- Implemented Action Plans for team members to help increase productivity leading to highest participation rate of all sales teams
- Reviewed performance reviews with representatives monthly
- Created and reviewed reports analyzing performance both at individual and team level
- Experienced in discipline, grievance meetings and arbitrations
- Worked with the Union (IBEW) and Union Stewards on joint efforts to better the working relationship with Verizon and the Union.
Product Support Specialist
Verizon Business – Sales and Billing Center
01.2001 - 01.2004
- Created and implemented sales incented promotions to motivate representatives and to generate revenue in Verizon Long Distance products and services
- Created “new hire” Verizon Long Distance training material and trained all new Business Sales Center representatives
- Provided training and support of Verizon Long Distance products and services to all Fort Wayne Business Sales and Billing Center representatives.
Business Sales Representative
GTE/Verizon Business – Sales and Billing Center
01.1998 - 01.2001
- Managed incoming calls from business customers providing outstanding customer service and by listening to their needs, recommended Verizon products and services
- Resolved customer complaints while still maintaining quality customer service.
Education
Bachelor of Arts - Spanish And Business Studies
Butler University
Indianapolis, Indiana12.1997
Skills
- Talent Management/Career Development
- Customer Relationship Management (CRM)
- Employee Engagement
- Cross-Functional Teamwork
- Process Improvement
- Issue Resolution
- Complex Problem-Solving
- Diversity and Inclusion
Affiliations
- Asian American Business Resource Group
- Fort Wayne Asian American BRG Lead
- BRG Talent Ambassador
- RPS Operations Culture Champion
Professional Development
- FINRA Series 6 – Registered Representative, July 2007
- FINRA Series 26 – Registered Principal, December 2007
- ASPPA Retirement Plan Fundamentals (RPF 1&2), November 2011
- Lincoln's Management Development Program: Officer Track CH5 – Harvard Business Publishing Corporate Learning, July 2020
Timeline
Director, Account Management, RPS Operations
Lincoln Financial Group
01.2013 - Current
Account Manager, Large Market Alliance
Lincoln Financial Group
01.2011 - 01.2013
Manager, Customer Contact Center
Lincoln Financial Group
01.2007 - 01.2011
Training Specialist, Sales Support
Verizon Business – Sales and Billing Center
01.2006 - 01.2007
Billing Supervisor
Verizon Business – Sales and Billing Center
01.2004 - 01.2006
Product Support Specialist
Verizon Business – Sales and Billing Center
01.2001 - 01.2004
Business Sales Representative
GTE/Verizon Business – Sales and Billing Center
01.1998 - 01.2001
Bachelor of Arts - Spanish And Business Studies
Butler University
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