Chicago, Illinois, United States
As a Client Service Manager at Mercer Advisors, I lead high‑performing teams focused on delivering exceptional client experiences through proactive service, operational efficiency, and workflow optimization. I specialize in developing talent, elevating service standards, and solving complex operational challenges to enhance both client satisfaction and team performance. In addition to my core role, I am a 2026 InvestHERs Steering Committee Member, contributing to firm‑wide strategy, program development, and women’s wealth advocacy. I also serve as a Lead for the InvestHERs Ambassador Program, helping colleagues strengthen their public‑speaking skills and deliver educational presentations to clients and prospects—supporting InvestHERs’ mission to elevate women as both investors and financial professionals. I’m passionate about creating inclusive environments, empowering women across the firm, and contributing to initiatives that expand financial education and community engagement. My work is guided by a commitment to excellence, thoughtfulness, and continuous improvement.
People & Team Leadership • Lead hiring, onboarding, coaching, and supervision of Client Service Specialists, Client Service Coordinators, and interns. • Drive talent development, performance management, and best‑practice sharing to strengthen overall team capability. • Oversee HR system functions including timekeeping, PTO approvals, and performance reviews. Client Experience & Service Excellence • Ensure an exceptional, proactive client experience grounded in accuracy, responsiveness, and detailed execution. • Act as a resource for complex account servicing, including 10b5‑1 plans, pledged asset lines, account overlays, and separate account managers. • Resolve operational issues by collaborating with internal partners to create seamless client‑focused solutions. Operational Leadership & Project Management • Coordinate team coverage and workflow to enhance productivity and service delivery. • Lead or support key operational projects such as RMDs, tax‑loss harvesting, cash audits, and new deposit tracking. • Identify scalable process improvements and support implementation across the firm. Strategic Contribution • Partner with Branch Operations and Learning & Development to execute training programs and firm initiatives. • Contribute to office‑level strategy, client retention efforts, and team performance goals.
Responsible for day-to-day operations and administrative support 3 Wealth Advisor. Answering inbound calls and email requests, scheduling and gathering client data for ongoing service processes. Ensuring all paperwork and procedures for client requests are completed and adhere to compliance requirements. Coordinating with internal operation departments to ensure client requests are fulfilled. Managing client deposits. Maintaining data integrity across all systems and updating as necessary. Researching client issues in cooperation with back office operation partners Onboarding new clients, processing transfer paperwork, setting up new accounts while coordinating with the wealth management team, custodians and Envestnet
• Successfully maintained compliance with DU and Denver Public Health standards by providing daily oversight of the facility, resulting in a clean and safe living environment for all residents. • Effectively communicated and collaborated with the House Corporation Board and owners to coordinate necessary repairs for the facility, ensuring timely completion of all projects and minimizing resident disruptions. • Efficiently managed outside vendors, including scheduling, and supervising the Handy Man, Plumber, Landscaping and House Chef, resulting in a well-maintained and fully operational facility. • Developed and implemented a comprehensive COVID mitigation and cohort plan for the facility, ensuring the safety and health of all residents and staff during the pandemic.
• Currently leading a 1099 project, responsible for identifying and selecting software solutions. • Schedule and administer new client orientations and conversions, ensuring a smooth onboarding process and high client satisfaction. • Collaborate with various departments to collect client materials and assist in organizing onboarding information/documentation, resulting in a streamlined and organized onboarding process. • Train new clients in the RASI modules of payroll, accounts payable, inventory, and daily sales, ensuring they have a solid understanding of the software and can utilize it efficiently. • Utilize current training documentation and develop new guides and processes to increase the efficiency and effectiveness of the training cycle, resulting in improved training outcomes and greater overall client satisfaction. • Conduct company-wide client training, sharing expertise and knowledge with colleagues and ensuring all clients are trained to the highest standards.
• Executed all policies, procedures, standards, specifications, guidelines, and training programs, ensuring adherence to company standards. • Effectively controlled P&L, labor, budgets, and restaurant inventory, optimizing profitability for the company. • Oversaw seven managers and 80+ staff members, effectively communicating expectations and providing guidance and support as needed, resulting in a motivated and high-performing team. • Completed special projects, including opening new stores in Sherwood, Westminster, and Wichita, overseeing quality assurance management, creating payroll instructions, refining the Manager Handbook, and updating the Orientation guide for remodels. • Received the Golden Backpack award in Q3 2019 for outstanding performance.
• Supervised all staff, including scheduling, enforcing service standards through ongoing training, and motivating team members to ensure high productivity. • Controlled operating costs and labor, communicating strategies to department managers to drive improvements. • Conducted performance appraisals and coached staff and department managers. Hired and terminated employees to ensure a highly engaged and productive team.
• Oversaw Server, Marketing, Maintenance Department. • Creating a seven-day maintenance program for the front-of-house and back-of-house. • Recipient of Golden Backpack, Quarter Two 2017; brought in over $10,000 in sales with local partnerships.