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Skills

  • Client relationship management
  • Investment advice
  • Budgets
  • Education funds
  • Retirement needs
  • Client lifecycle management
  • Process improvement
  • Business operations
  • Team building
  • Tax law expertise

Work Experiences

  • Collaborated with cross-functional teams.
  • Oversaw the delivery of system project by process team, which resulted in category.
  • Collaborated with internal product teams.
  • Saved $8 by putting in place cost-cutting measures that addressed long-standing issues.
  • Assisted clients in planning and funding their retirements by assisting them in managing, customizing, and diversifying their portfolios using mutual funds and other options.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Had an excellent attendance record and was always on time for work.
  • Achieved a 21% reduction in complaint escalations.
  • Collaborated with local organizations to provide specialized financial planning assistance to a variety of people with different needs.
  • Collaborated with internal product teams to launch method, realizing a 63% increase in client engagement within 6 months.

Summaries

  • Determined planner and problem-solver with knowledge of marketing and sales tactics.
  • Client-centric Senior Client Associate with an emphasis on service efficiency, achieving a 79% boost in service performance through collaborative efforts with internal teams.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the procedure business.
  • Costs were consistently reduced while profits were increased.
  • Senior Client Associate with 14 years of successful team leadership and process improvement experience.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Achieved 44% improvement in close rates.
  • Customer satisfaction is important to me, so I'm resourceful, hardworking, and passionate about it.
  • Recognized on a regular basis for outstanding performance and contributions to the Banking and Financial Services industry's success.
  • Achieved results within 15 months.

Accomplishments

  • Resolved up to 16 complex client conflicts per quarter, achieving a satisfaction rate of 47% across accounts.
  • Partnered cross-functionally to execute client-centered campaigns that resulted in 10 increase in client product adoption rates.
  • Efficiently handled complex investment portfolio adjustments, driving portfolio growth by 80% year-over-year.
  • Spearheaded a project to revamp CRM systems which resulted in a 80% improvement in client data accuracy.
  • Leveraged data from performance metrics to improve service delivery, achieving a 15% increase in repeat business within 18 months.
  • Successfully increased self-service support utilization by 32% through the development of customized client resource libraries.
  • Devised new revenue forecasting models, improving accuracy by 44%, ultimately supporting improved budget compliance and resource planning.
  • Developed and implemented a standardized client reporting system, reducing preparation time by 8 and inconsistencies by 45%.
  • Designed and led conflict resolution workshops, reducing client complaints by 20% in 2024.
  • Resolved product issue through consumer testing.

Affiliations

  • Customer Contact Week (CCW) Digital
  • Women in Finance Charter (WIFC)
  • International Association for Professional Financial Consultants (IAPFC)
  • Association of Information Technology Professionals
  • Certified Financial Services Security Professional (CFSSP)
  • International Council of Nurses
  • National Association of Securities Professionals (NASP)
  • Association for Financial Counseling & Planning Education (AFCPE)
  • Jaycees
  • Client Experience Professionals Association (CXPA)

Certifications

  • Certified Client Associate (CCA) - Northwind
  • CompTIA A+ Technician
  • First Aid/CPR Certified
  • Client Relationship Management (CRM) Certified Specialist - Meridian
  • ServSafe
  • Project Management Professional (PMP) – Project Management Institute (PMI)
  • CompTIA Security+
  • Customer Experience Management (CXM) Certified - category
  • KPI Measurement and Reporting - Certified Professional - Summit Group
  • Certified Agile Project Manager (CAPM) - 2019, Brightline

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