Carmen Mattson Email & Phone Number

Waterloo, Ontario

Create and nurture long-term relationships with customers. Resolve any issues that arise to ensure customers are satisfied with our services.Responsibilities include but not limited to;• Build relationships with key employees among customers• Create plans to address clients’ business needs• Advise clients on creating profitable processes• Schedule regular meetings with customers to ensure they are satisfied• Act as point of contact for complaints and escalate issues as appropriate• Help sales team up-sell or cross-sell services and products• Ensure both the company and clients adhere to contract terms• Study competition to find new ways to retain customers• Set sales and revenue targets and work diligently to meet them• Collaborate with internal teams (e.g. sales, engineers, senior management) to address customers’ needs

Kitchener, Canada Area

Waterloo, Ontario

• Represent the client retention team in various stakeholder meetings• Demonstrate knowledge of systems and processes to effectively influence Project Team• Lead and engage in internal process improvement initiatives• Contribute retention process through pre-transition to retain business• Contribute to conversion related process development• Collaborate on the end to end analysis of retirement plans• Participate in proposal and finalist preparation for retirement plans at market• Facilitator that drives important discussions; a leader of key decisions and commitments• Take accountability and ownership for the timely investigation and resolution of client issues• Identify product and process gaps that must be addressed

Waterloo, Ontario

- Work with Bank departments to develop detailed solutions based on strategy to assist in moving the organization forward- Represent business needs and direction through the early stages of project assessment- Provide support to management in addressing complex business issues, assessing risks, presenting recommendation and implementing solutions- Provide ongoing relationship management across Bank departments

Waterloo, Ontario

- Responsible for the implementation of pension business in our large market sector. Consult with clients to identify key requirements, defined project scope, developed project plan and schedule.- Provided leadership to internal teams on projects and operation to ensure deliverables and client expectations are met. - Sustained or elevated customer satisfaction level through assessment, analysis and continual improvement initiatives with exceeding expectation results.

Kitchener, Canada Area

- Responsible for the direction and development of each individual within my team of 14 CSR’s; including providing performance reviews, training sessions and guidance on Manulife’s policies and procedures.- Established productive working relationships with key business partners by working cooperatively with all areas of the business (Operations, IS, Product, Marketing, Finance, Taxation)- Managed and solidified relationships during service escalations with our clients and Group Field Office in order to reach optimal resolutions.

Kitchener, Canada Area

- In-depth knowledge and understanding of products, system, processes and practices of the growing pension business- Mange change within the call center department as a coach and motivator-Identify trends and patterns related to client issues and work systems and to initiate improvement.