Lisa Tolbert Email and Phone Number

Provide leadership, direction, and operational expertise to team of Communications Strategists, Communications Analysts, and Relationship Managers who strategically developed communication and education services to clients in the Large, Mega, and Not for Profit (LMN) market segments.• Partnered with Marketing to develop tools and content directly aligned with the business goals and objectives, supporting on going vision to improve existing communications through a multi-channel approach and drive standardization, brand consistency, and efficiencies.• Elevated training program for new team members, educating, developed, and influenced new team members throughout the organization.• Served as regulatory subject matter expert and partnered with key business stakeholders, systems, and operations to further enhancing the pooled resource service model creating efficiencies and scalability.• Collaborated with internal teams delivering best practices to clients. Handle escalated client issues to meeting goals, timelines, and budget parameters.• Partnered with underwriting to clearly communicate the different level service offerings and associated pricing, significantly decreasing cost per participant in LMN market segments and adding a competitive advantage in the marketplace.• Established a communications global footprint by creating a team at the Empower India location, further reduced cost per participant in the LMN market segment.• Developed effective and genuine relationships through 1:1 engagement.• Participated on team that successfully increased client satisfaction and net promoter scores to world-class levels year over year through best practices, boosted client engagement, and award-winning communications.

Functioned as leader focused on fulfillment and operations support. Managed team of operational specialists directly overseeing operational support related to enrollment and transition materials and logistics, fee and fund changes, third-party RIA payments, and field support. Served as subject matter expert across many operational service functions. • Listened to and advocate for business segments as product offerings were being designed to ensure the desired functionality exists across all market segments. • Preformed cross functional management (investments, operations, third-party payments, billing, compliance, and implementation) bringing new ideas and ways of working together to create unique impactful solutions. • Built and fostered relationships with internal customers to ensuring continuous operating improvements.• Supported key operational projects providing on the ground business incite to project implementation teams. Reducing processing time and delivered significant cost savings, while lowering process risks. • Guided team through multiple acquisitions and incredibility fast paced organic growth by infusing the team with new energy and ideas, while strengthening capabilities through automatization.• Maintained, and managed long-term vendor partnerships creating a strong dynamic partnership and improving collaboration and communication when implementing additional technology.• Lead successful and timely launch of an industry leading enrollment experience and ensured team met all internal and external scope requirements, generating over 1M in headcount, processing time, and vendor cost savings. Defined and documented project scope, object scope, objectives and desired outcomes, from inception to project delivery. Managed build and programming with external vendor and set stakeholder expectations and updates. Oversaw interdepartmental coordination and delegated tasks to ensure smooth project execution.