Client Relationship Manager passionate about building and enhancing relationships with clients, partners and team members. Results-driven with proven ability to ensure client satisfaction while proactively optimizing service and revenue opportunities.
Creative problem solver
Strong issues based consulting skills
Excellent inter-personal, communication and presentation skills at all organization levels
20+ years in depth 401(k) relationship management
Strong organization, planning and time management skills
Achieved 110% of CTS goal in 2014, consistently surpassed annual goals
100% plan persistency 2011, 2012, 2013
Neutralized and saved key client reassigned to me for this task. Saved the company $35 million client while increasing annual flow 25% by implementing auto-enroll, annual auto-increase. 85% success rate, 1050 participants
Requested by several Key Advisors to either remain assigned or be assigned as Client Relationship Manager for business that surpasses Core Market size.
Senior Client Relationship Manager, Corporate 401(k)01/2006 to CurrentEMPOWER RetirementCharlotte, NC
Partner with advisors and team members to enhance relationships with key decision makers of 50 companies in 6 states. Plan assets range from $7-$52mill.
Collaborate with team members, advisors and TPA partners to present plan demographic reviews, investment reviews, and results of executed communication strategy to more than 90% of my client base. Determine client needs and expectations and use these opportunities to introduce mutually beneficial solutions (AUM, participant growth, Retirement Readiness goals).
Serve as a intermediary to maintain client relationships including escalating issues and resolving relationship impacting situations.
Manage individual plan profitability including reviewing and coordinating revenue impacting fund changes, marketing costs, and profitability of enhancing service contracts.
Play a vital role in the sales, plan design and implementation process including participating in the finals presentations, monitoring the implementation process and coordinating participant communications.
Regional Account Manager01/1999 to 01/2006MetLife (Acquired by Great-West 2006)Charlotte, NC
Maintained a book of 43 business relationships with clients in North Carolina and South Carolina.
Achieved 98% Average Annual Plan Persistency.
Acted as primary contact for corporate clients ensuring favorable client experiences by maintaining relationships, addressing client servicing issues, providing participant education and plan-level investment reviews.
Ensured profitability through the introduction of automated, cost saving processes by analyzing both the client's business needs, logistics and time restraints in relation to MetLife's financial and retention goals.
Played a pivotal role as a liaison between clients, auditors, attorneys and internal departments requiring in-depth. understanding of the ERISA law and Retirement Plan administration including finance, compliance, and accounting.
Managed the plan installation process including prior record-keeper data retrieval, blackout notice preparation, document and prior 5500 acquisition.
Built strong intermediary/broker relationships and work closely with Sales Directors to acquire new clients.
Client Relations Manager01/1997 to 01/1999Aetna Retirement ServicesCharlotte, NC
Recognized for increasing participation in select 401k accounts by over 40%, while company average was less than 25%. Success was predicated on effective application of closing skills.
Chosen to develop and deliver presentations to both field and corporate benefits managers regarding return on investment for pension funds and retirement plans. Selection based on demonstrated public speaking skills and facility with financial terminology.
Pension Issue Specialist01/1996 to 01/1997The Principal Financial GroupCharlotte, NC
Collaborated with 12 national service specialists to create a new benefit service model, which resulted in an unprecedented retention rate of over 85%.
Promoted within 14 months to position of Field Benefits Service Specialist based on previous performance as a Pension Issue Specialist.
Coordinated the efficient installation of an average of 20 new and takeover business in the qualified plan market.
Prepared expense billings, customer service participation reports and annual testing and transfer allocations from prior vendors.
BBA: Business AdministrationIowa State University
Series 6, 63
NC Life & Health
Data Retrieval, ERISA, Benefits, Client Relations, Corporate Benefits, Compliance Testing, Relationship Management, Finalist Presentations, Microsoft Suite, Salesforce