Lisa Breen Email & Phone Number

Dubuque, Iowa Area

• 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.
• 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.
• 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.

Dubuque, Iowa Area

• 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.