Katelyn is a Sr. Program Manager at Creative Planning.Creative Planning provides comprehensive wealth management services including investment management, financial planning, charitable planning, retirement plan consulting, tax planning, and estate planning services.Creative Planning manages over $210 billion as of December 2022 for clients in all 50 states.Specialties: Wealth Management, Investment Management for Individuals, Businesses, and Charities, Financial Planning, Wills, Trusts, and Estate Planning, Tax Planning, Charitable Planning, Business Succession Planning, Risk Management.

■ Key leader in developing a new client service model driving 90% increase in account profitability in under a year and a simultaneous 17% increase in client satisfaction. ■ Drove enormous culture shift from ‘hand-shake agreements’ to nearly 50% of existing clients into formal scoped contracts and others in multi-year contracts with phased price increases. ■ Generated a 90% increase in ‘day one’ billing by refining a 60-day laissez faire onboarding process and creating a standardized SOP for every new client resulting in 58% faster onboarding. ■ Pivoted a company’s market proposition from decades old model to that of a marketing technology firm; piloted a program driving 70% faster client product launches, realizing revenue sooner and reducing labor. ■ Delivered 100% client and employee retention with onboarding processes created for acquisitions, outperforming company average by 125%.■ Powerful team leadership and coaching expanded existing client spend 50% and one client’s annual spend 8X in the first 60 days of the relationship. ■ Developed first-ever monthly KPI dashboard with leading indicators uncovering ‘silently unhappy’ and at-risk customers; retained 100% of clients with retention plans and program rolled out company wide. ■ Promoted 53% faster than average with 4 promotions in 4 years.■ Developed new client management concept managing 4X the clients of peer teams driving margin up 5X and a 58% reduction in labor/client with same or higher client satisfaction. ■ Built transformational operational processes and product offerings for a $10M book of business and aligned changes to a shift in strategic direction to serve lower revenue clients with great value while improving internal margins. ■ Sourced new technology and referral partners displacing poorly performing product impacting 20% of customers; within weeks of migration, improved customer satisfaction by 100% and trouble tickets to nearly 0 after tripling weekly for the prior 3 months.

■ Brilliantly transformed a notoriously difficult client relationship that was at risk and grew its revenue 10X with an entirely new approach and product offering. ■ Created ambitious, market disrupting service offering with the biggest names in the industry and captured $200K of upsell with a single client from an idea uncovered in a luncheon. ■ Persuaded a cross-functional team the week before Thanksgiving to deliver a RFP so unique it catapulted a $150K client to a $4M account. ■ Stood up a new team dedicated to profitability and right-sized a portfolio of 200+ clients with low or no profitability; successfully divested non-ideal clients and increased overall profitability margin of remaining client portfolio by 50%.■ Revamped and streamlined an expensive and cumbersome branding process reducing project overhead by $24K and eliminated the need for 3rd party vendors.■ Recaptured $500K of business awarded to a competitor following a change in leadership with strategic relationship building and capabilities presentations. ■ Developed a new marketing strategy for the digital age with the company’s oldest account, doubling their sales and securing the first ever 3-year contract in the account’s 30-year history.

■ Created a cross-functional culture that trimmed 57.14% of rework, sped up timelines, and delivered an $800K lift in margin.■ Expertly and consistently grew all major accounts singularly driving 50% of the company's total annual revenue.■ Turned around shrinking margins for the 2nd largest account, increasing margins 33.3% with new concepts and expert vendor negotiations.■ Smashed average margin goals with top client performing at 45.5% above goal and 25% increase in total annual spend.■ Masterfully delivered 150% revenue growth in under 3 years with key relationship building and operational acumen.■ Slashed 20% of product design efforts and sped up production 13% through nurturing, mentoring and leveraging a misunderstood and underappreciated resource. ■ Recovered over $100K annually of bottom line profit by sourcing new vendors for a product line representing 30% of the product mix and affecting 90% of this type of client.■ Used a genuine interest in deeply understanding client needs and bringing teams together to creatively solve problems and drive one stagnant account by 18%, its first revenue increase in over 3 years. ■ Turned around a struggling relationship with the 2nd largest client, representing 25% of the book of business, by investing in the client’s new CMO and delivering market disrupting solutions that resonated.■ Creatively sourced solutions to retain margins and deliver a client cost reduction despite increasing costs by skillfully asking questions and using ‘out of the box’ thinking.■ Went above and beyond to partner with clients and vendors in ways competitors wouldn’t to deliver custom solutions, attracted additional clients, and turned one of them into a top 4 customer.

■ So valuable to the team, 1 of 6 asked to remain on board from 75 employees during the sale and acquisition process.■ Generated an additional 150 client locations via referral by successfully communicating and demonstrating long-term value of service offering with a custom built ROI calculator.■ Increased client satisfaction and reduced customer support tickets during onboarding by 20% with self-directed training content; allowed for rapid client expansion while maintaining headcount.■ Created a new offering that showcased clients and drove a 50% increase in engagement via social media within 2 months of offering launch.■ Deftly used social media platforms to develop meaningful metrics to attract outside investors, drive new clients, and ‘put more eyeballs’ on services while creating a larger user base.

■ Doubled the international business awarded from a rapidly growing client and added 2 additional brands in under 10 months by developing a custom software solution to benchmark international market data. ■ Cut customer support time by 50% and elevated global competitiveness by being flexible to time zone differences, winning referrals to 63 additional country locations. ■ Consultative approach with retail clients uncovered the root cause issue driving traffic count losses for visits at stores allowing for solutions and the creation of a powerful case study for future sales use.

■ Managed 2 of the top 10 accounts for a $40M company and did international sourcing, oversaw product importing and testing programs.■ Confidently stepped forward taking on tough sourcing projects colleagues would decline with a willingness to ‘think outside of the box’; created alternative product solutions for 1/20th the typical budget.■ Willing to put safety and creativity first for a client, boldly reapproached client with safety concerns and helped them reduce liability; won name brand hotel business and their referrals due to ‘safety’ first innovative product ideas.■ Awarded 6X the revenue to manage as typical first year team members due to stellar performance and outcomes.■ Build collaboration with ‘gruff’ departments that improved communication and rush jobs for over 20% of clients.

■ Broke into new markets and increased outcomes by creatively recruiting customers and developing a mobile training program that allowed for managing events across multiple cities.■ Helped develop and execute a campaign that gained traction on college campuses and resulted in creating buzz that made the market one of the strongest performing in the region.■ Developed a foundational “can do” mentality that informs decisions and affects outcomes to this day.