Shasta Smith
Client Services Manager - Email: ShastaSmith777@gmail.com
Denver,Colorado
Summary
Experienced Client Services Manager & Consultant offering 15 years of experience resolving account and service concerns for employees, business owners and Executives of Fortune 500 Companies. Smoothly uncovers and solves challenges while managing multiple projects, promoting products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving ongoing personal, team and Client success!
Overview
15
15
years of professional experience
3
3
Certifications
Work History
Client Services Manager
Merrill Lynch (Bank Of America)
Denver, CO
2018 - Current
- Partner with C-Suite Executives & HR decisionmakers within my BoB to consistently support their strategic & operational needs.
- Host weekly "touch-base" meetings with stakeholders to discuss: current issues, project management updates, custom analytics reporting and consultative plan reviews.
- Advocate for Clients by building strong relationships (internally and externally), communicating, empathizing and taking appropriate trust-building actions.
- Consult with Client to verify their needs and offer appropriate plan design options, savings strategies or service offerings to further improve their experience and increase service value
- Proactively identify and correct process or service inefficiencies, while also determining internal training needs for ongoing improvement and accountability of internal partners or call center staff.
- Collaborate with upper management to research reported issues, trouble shoot technical challenges, and guide operational groups company wide.
- Clearly Communicate important internal technical updates, legal best practices or urgent items to clients in professional and plain English.
- Researches and updates Retirement Plan employee data within the HRIS reporting system for optimal functionality and compliance
- Manually process custom payroll coding updates, SSN validation reviews, and beneficiary payouts for for multinational retail client of over 100,000 employees
Client Services Manager
LT Trust
Denver, CO
2018 - 2018
- Introduced higher standards for customer service and increased efficiency by streamlining operations & creating client handbook from scratch.
- Responsible for overall client relationship experience, including building and maintaining strong relationships with plan sponsors, advisors, and TPAs.
- Monitored all plan administration functions (Plan Amendments, Tax Reporting and Compliance) while ensuring recordkeeping processes are executed with quality and accuracy, on-time ever time.
- Provided training assistance to Advisors, Plan Sponsors, and or TPA Partners on Retirement Compliance & Administration Topics
- Serviced company’s 3rd largest and 2nd fastest growing client relationship. Rebuilt Client Relationship by Participating in Daily Advisor/Client conference calls or meetings
- Helped streamline, develop and implement new client policies/procedures, resources, workflows, and service enhancements by collaborating with senior leadership & other departments.
401K Client Services Specialist
ADP Total Source
Aurora, CO
2015 - 2018
- Coordinated client meetings to offer expert, individualized service, driving sales and boosting Client loyalty.
- Consulted & Educated clients on compliance testing, plan design options, plan policies, 401(k) systems, website navigation, processes and DOL/ERISA/IRS regulations
- Serviced 250+ small to medium sized 401(k) plans in West and Midwest Region
- Cultivated strong client relationships with Executive-Level staff and ensured client satisfaction by communicating proactively
- Compiled Reporting, analyzed plan data, identifies issues, makes corrections as needed and proactively recommends actionable solutions for future
- Prepared plan amendments, signature-ready documents, reports and managed various projects between client, ADP and Voya
HR Representative
GlaxoSmithKline (Contract Via TechSource)
RTP, NC
2014 - 2015
- Advised managers on HR processes and procedures. Processed GSK New Hires, Internal Transfers, International Transfers, RIFs, Terminations, and Data Changes in an efficient manner
- Supported HR Operations during restructure activities by providing reports, validating data, requesting severance packages, initiating outplacement and ensuring accurate vacation
payout - Acted as an internal HR point of contact for GSK’s Recruitment, HR Service Center and Xerox US Data Management
- Displayed an ability to independently research, understand the root cause of issues and effectively problem solve complex issues
- Responded to employee inquiries, questions and complaints and guided and directed employee relations issues to support workforce analysis, performance management and other core HR functions.
- Operated as key business partner to employees, managers, directors and senior leaders to promote HR practices and strategies and enable delivery of specific, measurable business goals.
Payroll & Leave of Absence Specialist
Xerox, ACS (Contract)
Raleigh, NC
2013 - 2013
- Assisted employees and managers with payroll processes, updates, inquiries, verifications, and troubleshooting
- Analyzed any discrepancies in deductions, wages, employer contributions, PTO accrual, and Federal or State Taxes
- Administered leave of Absence cases of varying types and complexity, including, but not limited to: Intermittent, Maternity, Paternity, Family Care, Short-Term Disability and
Military leaves - Communicated between employees and 3rd party administrators and/or business partners to ensure deadline adherence
- Maintained payroll accuracy by calculating, collecting and entering validated data
- Responded to employee questions and requests for information in timely and knowledgeable fashion
- Researched and resolved participant time or indicative data inaccuracies to ensure accurate reporting data
HR Representative (Health & Wellness/Benefits Adm)
Fidelity Investments
Cary, NC
2012 - 2013
- Efficiently resolved any issues related to participant’s employer health benefits, eligibility, annual enrollments, coverage options, retirement, life events, COBRA, invoicing and payments
- Handled 100-200calls per day to address customer inquiries and concerns.
- Increased customer satisfaction by providing active listening, friendly customer service and timely resolutions.
- Resolved escalated conflicts and negotiated mutually beneficial agreements between parties.
HR Representative (Defined Contributions & DB Adm)
Fidelity Investments
Cary, NC
2007 - 2012
- Educated clients and participants on their Defined Contribution Plans
- Responded to inquiries regarding both employer sponsored 401k (i.e. Defined Contribution) and employer sponsored Pension (i.e. Defined Benefit) plans and policies.
- Processed investment re-distributions, disbursements, loans, account updates, and rollovers
- Facilitated Training by providing Coaching & Call Handling Presentations
- Handled 50-100+ calls per day to address customer inquiries and concerns.
- Actively listened to customers, handled concerns quickly and escalated major issues for expediency
- Offered friendly and efficient service to customers, handled challenging situations with ease.
Education
Bachelor of Arts - Sociology (98/120 Hrs)
University of North Carolina At Chapel Hill
Chapel Hill, NC 2022 - 2022
Skills
Account Management
Customer Relations
Project Management
Needs Assessment
Strategic Planning
Reporting Compilation & Accuracy
Interdepartmental Collaboration
Adherence to High Customer Service
Process Improvement Specialist
Technical Writing
Certification
Professional Certificate in HR Management | Duke University
Timeline
Bachelor of Arts - Sociology (98/120 Hrs)
University of North Carolina At Chapel Hill
2022 - 2022
Client Services Manager
Merrill Lynch (Bank Of America)
2018 - Current
Client Services Manager
LT Trust
2018 - 2018
401K Client Services Specialist
ADP Total Source
2015 - 2018
HR Representative
GlaxoSmithKline (Contract Via TechSource)
2014 - 2015
Payroll & Leave of Absence Specialist
Xerox, ACS (Contract)
2013 - 2013
HR Representative (Health & Wellness/Benefits Adm)
Fidelity Investments
2012 - 2013
HR Representative (Defined Contributions & DB Adm)
Fidelity Investments
2007 - 2012