Gary Marra Email & Phone Number

Boston, Ma, Us

Driving Client Satisfaction & Retention via Innovative Service Delivery & Technological Efficiency

Ridgefield, Ct, Us

New York, Ny, Us

As a Service Director, I partner closely with key internal stakeholders to deliver an exceptional customer experience and drive client satisfaction and retention.In this role, I monitor key performance indicators related to client service levels, facilitate efficient implementation of client activities and collaborate cross-functionally to optimize operational efficiency. I have been frequently tapped to unravel complex client situations and revive at-risk relationships due to my ability to balance knowledge with operational expertise and apply a pragmatic, diplomatic approach to working with various stakeholders. My customer-centric mindset and focus on understanding the “voice of the customer” has been essential to building trust and client partnerships over time. I drive strong business results by embedding customer satisfaction and a commitment to exceptional relationship management at the core of my client centric approach. Whether implementing plan changes, communicating performance metrics, or exploring new services, I keep the end-customer experience at the forefront to support both satisfaction and an enhanced client experience.

New York, Ny, Us

• Turned around multiple at-risk client relationships by rebuilding trust and loyalty through dedicated one-on-one service, truly listening to the voice of the customer, and developing creative solutions to address root causes of dissatisfaction.• Untangled the complex service issues of an inherited client relationship by methodically addressing pain points through cross-functional collaboration focused on optimizing customer satisfaction.• Facilitated numerous asset reallocation events, ensuring seamless new account activations and reviewing fees through a customer-centric lens, driving simplification and fairness. Acted as lead point-of-contact on legal documentation and KYC processes, striving to minimize complexity from the client perspective.

I provided Client Service and Operational support to the firm’s largest client. I worked with the Operations Analysts, the Client Service Representatives, and the Management to accommodate increases in account activity and client service needs ensuring a seamless client experience during a substantial new servicing platform roll out.

As a Client Service Associate with State Street Research & Management, I partnered with the Relationship Managers and the Head of Client Service to act as a team in providing client service to over 25 sophisticated Plan Sponsors with over $6 Billion AUM. I serviced 3 of the 4 largest separate account clients, and 5 of the 10 largest U.S. Corporate Plan Sponsors.I worked closely with portfolio managers, product managers, analysts, traders, operations, and internal clients (MetLife), as well as external constituencies, such as consultants and custodians, to partner in providing an exceptional client experience to institutional clients in order to drive customer satisfaction and retention. Effectively managed client relationships across various functions to ensure delivery of excellent service quality to promote lasting customer relationships.

I helped build and manage relationships with external institutions such as clients, custodian banks, and fund administrators, to accommodate increases in the institutional client base and ensure client satisfaction

Boston, Massachusetts, Us

I maintained relationships with clients and their external investment managers to drive customer satisfaction and retention. Effectively managed customer relationships with over 25 external investment managers, with over $15 Billion AUM, including CALSTRS self-managed portfolios and daily cash management.

Boston, Massachusetts, Us

Portfolio Administrator, Mutual Funds Division, Federal Investors Group (1992 – 1993)In this role, I oversaw daily cash availability, trade processing, and ensuring cash and security settlements on complex mutual funds. I served as the intermediary to external investment advisors on international portfolios within 6 months.

Mba, Business, Finance

Ba, Economics