Littleton, Colorado, United States
Client relationship and retirement services professional with 15+ years of experience supporting institutional retirement plans, plan sponsors, and participant services within the financial services industry. Currently serving as a Senior Client Services Manager at TIAA, managing a portfolio of top institutional clients representing more than $19B in retirement plan assets. Experienced in relationship management, retirement plan administration, participant services, operational improvement, fiduciary support, and cross-functional collaboration. Known for building strong long-term client relationships, navigating complex operational challenges, and delivering exceptional service in fast-paced environments. Skilled at partnering across Relationship Management, Operations, Wealth Management, IT, Communications, and Consultant Relations teams to implement strategic retirement plan solutions and improve client outcomes. Passionate about creating efficient processes, supporting plan sponsors, and helping organizations deliver strong retirement plan experiences for participants.
• Manage a portfolio of top 100 institutional clients across Missouri and Illinois representing more than $19B in retirement plan assets. • Serve as primary relationship contact for plan sponsors, overseeing plan administration, participant escalations, remediations, and operational support. • Partner cross-functionally with Relationship Management, Sales, Wealth Management, Operations, IT, Communications, and Consultant Relations teams to deliver strategic retirement plan solutions. • Lead implementation of enhanced plan services including investment lineup changes, plan document updates, and recordkeeping platform conversions. • Selected for corporate innovation lab focused on reducing failed transactions company-wide and improving operational efficiency.
• Managed institutional retirement plan client portfolio supporting plans with more than $200M in assets under management per client. • Built and maintained strong relationships with institutional decision-makers, consultants, and plan sponsors through proactive service and strategic collaboration. • Analyzed plan and participant data to identify opportunities for operational improvements and increased engagement.
• Supported operational and administrative needs for institutional retirement plan sponsors to ensure high levels of client and participant satisfaction. • Educated plan sponsors on fiduciary responsibilities, audit preparation, plan design enhancements, and retirement plan administration. • Coordinated with internal teams and third-party administrators to resolve operational issues, support ERISA audits, and streamline plan processing.
• Enhanced product visibility and customer engagement through strategic visual merchandising techniques. • Supported sales initiatives by collaborating with team members to create an inviting shopping environment. • Promoted to Visual Merchandiser within 10 months, reflecting strong performance and leadership potential.
• Assisted the president in developing strategies for a national franchise real estate company. • Contributed to the creation of standardized documentation for future franchisees. • Engaged in various tasks to support company growth and operational efficiency.