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Yolanda Lockhart
Pleasant Hill
Summary
Diligent Account Manager with comprehensive background in managing client relationships and resolving complex issues. Proven track record of enhancing client satisfaction and streamlining service processes. Demonstrated ability to lead teams and implement customer-centric strategies effectively.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Client Manager
Marsh McLennan Insurance Agency, LLC
06.2015 - Current
- Analyzed client feedback to enhance service offerings and address concerns proactively.
- Collaborated with underwriting teams to assess risk factors and optimize policy recommendations for clients.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Enhanced client satisfaction by effectively addressing concerns and resolving issues in a timely manner.
- Maintained detailed records of all client interactions, ensuring accuracy in reporting and facilitating clear communication across teams involved in each project or campaign execution.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Managed client relationships to ensure satisfaction and retention.
- Negotiated contracts with vendors, securing favorable terms that benefited both parties.
- Managed client relationships, ensuring satisfaction and retention through proactive communication and issue resolution.
- Collaborated with cross-functional teams to address client inquiries, improving response times and service quality.
- Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
Personal Banker
First Republic Bank
06.2006 - 10.2014
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly.
- Conducted comprehensive financial assessments to recommend suitable products and services.
- Managed account openings, closings, and maintenance while ensuring compliance with regulations.
- Trained junior staff on banking protocols and customer engagement techniques.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
- Promoted financial products by maintaining excellent service offering knowledge.
- Cross-sold bank products and services to meet customer needs and provide options.
- Enhanced client retention with proactive follow-ups and timely resolution of account issues.
- Contributed to a positive work environment, fostering teamwork among colleagues to enhance productivity levels.
- Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
- Processed deposits, withdrawals and ACH transfers accurately.
- Balanced cash drawers and vault accounts on daily basis with zero discrepancies.
- Monitored customer accounts to detect irregularities or suspicious activity.
- Conducted regular audits of cash handling procedures, minimizing risk exposure for the branch.
- Adapted quickly to new banking regulations, ensuring compliance and mitigating risks.
- Verified customer identity and reviewed documentation for accuracy.
- Greeted customers and delivered information about new account processes.
- Collected customer information and completed new account forms.
- Maintained customer records and updated account information.
- Explained account terms and conditions to customers.
- Contacted customers as soon as issues arose to immediately find resolution before problem escalated.
- Activated new accounts and issued customer identification numbers.
- Monitored accuracy of customer information in system.
Education
Bachelor of Arts - Mass Communication
California State University, East Bay
Hayward, CA12-2003
Skills
- Client services
- Financial acumen
- Strategy development
- Account management
- Document management
- Review of contracts
- Decision-making
Certification
- CRIS, Insurance Designation - 2023
- AINS, Insurance Designation - 2018
Interests
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Client Manager
Marsh McLennan Insurance Agency, LLC
06.2015 - Current
Personal Banker
First Republic Bank
06.2006 - 10.2014
Bachelor of Arts - Mass Communication
California State University, East Bay
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