New Gloucester, Maine, United States
Experienced Manager with a demonstrated history of working in the financial services industry. Skilled in Team Building, Contact Centers, Account Management, Employee Training, and Business Development.
Plan and execute complex Mutual Fund proxy solicitation campaigns, which resulted in successful outcome of proxy within specified time frame and budget. Collaborate with client, key business partners and project teams to ensure objectives are met. Lead and oversee implementation of multiple complex projects while working closely with internal business partners to meet key milestones. Monitor and communicate project objectives and achievements, and challenges, and report on project status to the Executive Team. ▪ Manage project using proven project management tools and methods, identifying and applying standard methodologies, needed process improvements, and insight on issues through root cause analyses. ▪ Identify creative alternatives to project obstacles; lead subject matter experts on insights of removing them. ▪ Manage costs to ensure on budget deliverables and communicate with client regarding project status. ▪ Lead and coordinate operations, programming, billing, special handling and tabulation to increase efficiencies.
Establish and maintain strong and continuous relationships with new and existing clients. Facilitate communication between clients and all other supporting divisions within the CCS Companies. ● Collaborate with Sales and Operations to ensure enhancement and continuous improvement of customer service experience functions. Travel with Sales to assist with onsite client visits. ● Manage quality controls of acknowledgement, reporting and invoice processs for the entire client base. Manage the maintenance of the Salesforce database including logging all client contracts and the statements of work. ● Identify opportunities to discuss a variety of additional CCS business services with each client to foster growth. ● Analyze daily, weekly and quarterly reports and deliver analysis to clients and Executive Management. ● Design Powerpoint presentations focused on monthly/quarterly performance and new initiatives. ● Partner with client to facilitate multiple regulatory audits: control, request and deliver data samples. ● Collaborate internally with Executive Management to remediate any Corrective Actions issues in audit findings.
Supervised staff of up to 20 FTE and Temp associates. Delivered coaching, mentoring, and monitoring assistance to team members which resulted in higher morale, motivation and overall performance. Provided feedbacks for improvements via monthly QA reviews. ● Identified areas for process enhancement and improvement and executed all client requirements. ● Oversaw daily prioritization and direction of workflow to successfully maintain and exceed established guidelines and work standards of department. Oversaw system and procedural trainings for all new team members. ● Led and partificipated in monthly team meetings and one on ones to provide comprehensive feedback. ● Streamlined processes and contributed to delivering quality services in accordance with professional standards.
● Onboard and manage all (60+) personal/commercial line insurance and medical client accounts ● Report to VP of Partnership Development ● Manage all aspects of client on-boarding including IT, programming, operations, and training to ensure timely delivery of programs, analytics, and service-level management ● Build and review project plans customized for client requirements ● Manage development, QA, and implementation of new client processes and program adjustments ● Develop and distribute training materials for specific client processes and procedures