Manage the day to day relationship and administration of complex retirement plans. Responsible for providing proactive service to address clients’ education and administrative needs and to consult on investments, products, services, and policies resulting in added value for clients. • Manage over $2 billion in assets.• Assist in driving sales by supporting requests for proposal and presenting services to potential clients during sales presentations. • Responsible for knowing how the many systems used for recordkeeping and operational processes work and interact with each other in order to provide an exceptional client experience with our “1 team” approach to managing client expectations and interactions.• Mentor and provide guidance to other client service managers as well as new employees.• Responsible for implementing and monitoring products and services that we provide to new and ongoing business clients, as well as provide guidance on plan administration for contributions, withdrawals, and compliance related inquiries.• Ensure recordkeeping systems are set up in accordance with plan documents, Summary Plan Descriptions and administrative policies • Provide recommendations to clients regarding new products and services available to aid in their administrative duties based on their employees’ needs • Assist with project groups to improve efficiency of current processes and develop procedures to comply with new regulations • Proficient knowledge of the following computer applications: Microsoft Word, Microsoft Excel including v-lookups and pivot tables, Microsoft Outlook, Lotus Notes, Various retirement software including OMNI, DC Facts, Common Front End, Answer Center, and multiple workflow systems • Maintain FINRA Series 6 and Series 63 licensed in addition to State Insurance licensing • Site Chair for the Community Engagement Council for 3 years.

Managed a group of accounts for an industry leading call center specializing in inbound calls for client retention and customer service based companies. • Trained call center representatives on multiple programs ranging from customer retention of a fraud detection program for their credit to customer service for credit card based rewards programs.• Facilitated call monitoring and coaching sessions for call center representatives. • Provided feedback and coaching to improve quality of calls on a weekly basis to over 300 agents.• Created and generated call statistic reports on a daily basis for all clients regarding talk time, hold time, interruptions, dead air, and other Avaya based statistics.