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Experienced Client Relationship Manager with a demonstrated history of work in the benefits industry. Strong business development professional skilled in management, outsourcing, and business process improvement.
06/2018 to Current
Defined Contribution Senior Client Manager Alight Solutions Lincolnshire, IL
  • Coordinate and manage high complexity projects for large market client with high volume of mergers and acquisitions
  • Consult client on best practices and legislative changes
  • Manage day to day client, internal 3rd party, and vendor relationships
  • Responsible for overall operational delivery of client team
  • Develop and own client action plans and risk mitigation plans
07/2016 to 06/2018
Client Relationship Manager bswift Chicago, IL
  • Developed and maintained relationships at a strategic and operational level with large market Health and Welfare clients
  • Led team of 6 account managers and analysts and coordinate with internal departments, vendors, and brokers to meet client deliverables
  • Created and coordinated project requirements while consulting clients on best practices and necessary system and process changes to achieve client goals
  • Researched and recommended system enhancements based upon client needs (assisted in the development of enhancement specifications with bswift Product Managers and Developers)
  • Drove employee and client experience improvements through role as a call center liaison
  • Conducted quarterly stewardship meetings with clients and lead other internal and external meetings as necessary
05/2013 to 07/2016
Defined Contribution Benefits Service Manager Aon Hewitt Lincolnshire, IL
  • Led defined contributions service delivery for large market client in respect to ongoing requirements definitions, large scale ad hoc projects, and service delivery questions.
  • Owned client satisfaction, domain consulting, requirements creation and maintenance, customer service provisional training, and integration with system development team.
  • Provided subject matter expertise to client, client team, shared services, and supporting services on plan provisions and ongoing processing concepts for clients in ongoing delivery.
  • Facilitated internal and external acceptance review process for clients in ongoing delivery, prepared materials for and attended quarterly stewardship meetings. 
  • Managed team of 10, including associates outside of the US.
  • Received Northeast People Manager Award from business group in 2014 for demonstrating strong leadership skills, going above and beyond responsibilities in unit manager role, and taking action that positively impacts colleague engagement and retention.

05/2008 to 04/2013
Defined Contribution Benefits Operations Manager Aon Hewitt Lincolnshire, IL
  • Monitored client team's operational performance, including meeting and exceeding contractual performance standards.
  • Ensured that all the portions of ongoing service delivery worked smoothly and resulted in high-quality service for plan sponsors and plan participants.
  • Managed project work including scheduling, colleague capacity and utilization management, delegating work to meet deliverables, and tracking the status of outstanding issues.
  • Identified process improvements that will lead to year-over-year efficiencies in operational workloads and ensure adherence to firm Best Practices.
  • Served as contact for day to day client contacts and Third-Party Administrators, as well as all Shared Services that impact ongoing operations such as Customer Service, Accounting Oversight, and Document Fulfillment.
  • Responsible for the performance and development of 8 Benefits Operations Administrators in the United States and India, including unit management responsibilities for 3 associates.
  • Received Excellence Award from business group in 2010 for quality, leadership, and positive attitude.
  • Received Global Popular Choice Award from business unit in 2011 for building strong partnerships between North American and Indian colleagues.

04/2006 to 04/2008
Defined Contribution Benefits Analyst Aon Hewitt Lincolnshire, IL
  • Ensured delivery of timely and accurate information to every participant.
  • Identified root causes of issues, process delays, and quality problems and recommended solutions.
  • Worked with the client, third parties, Shared Services, Customer Service, and the Implementation Delivery Group to resolve participant and plan administration issues.
  • Analyzed all ongoing business processes and quality metrics to identify process improvement opportunities, root causes of delivery issues, and recommended process enhancements.
  • Resolved data edits, completed clearing account and payroll reconciliations/payroll balancing, and other processing verifications.
  • Performed internal and external audits, as well as year-end processing and reporting to government, plan, and client.
  • Developed and maintained ongoing processing documentation.

07/2005 to 04/2006
Sales Associate Videojet Technologies, Inc Wood Dale, IL
  • Served as first point of contact for new customers with product application or technical questions. 
  • Provided technical and administrative support to the Sales Engineers in promoting the value of Videojet coding, marking, and imaging products.
  • Researched and qualified prospective leads through phone, internet, and mail.
  • Acted as a liaison between Territory Sales Engineers, customers, and corporate office on urgent matters, such as critical proposals, orders, and sample requests.
  • Facilitated plant tours and perform product demonstrations for customers and co-workers.
  • Completed Danaher Value Selling certification.

07/2004 to 07/2005
Corporate Account Manager CDW Computer Centers Mettawa, IL
  • Prospected and attracted own account base to establish new business opportunities through research and cold calling
  • Developed and executed plans to drive revenue growth on per-account basis
  • Leveraged resources and product knowledge to build consultative, long-term relationships with customers
  • Addressed and effectively resolved customer concerns in timely manner
  • Initiated, closed, and followed-up on sales
  • Participated in volunteer focus group to test new lead-generating software intended for company-wide use
Education and Training
Bachelor of Science: Business Business Economics and Public Policy Indiana University, Kelley School of Business Bloomington, IN

Minor in Psychology


Certified Employee Benefits Specialist (CEBS), granted by the

International Foundation of Employee Benefits Plans (IFEBP)

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Customer-oriented, strategic-thinking sales professional with over 18 years of experience in building relationships, cultivating partnerships, retaining top accounts and growing profit channels. Multi-tasking and self-motivated leader with expertise in expanding network connections, persuasively introducing products, implementing pricing models, inventory control and projections, vendor relations, territory development and revealing customer needs to deliver solutions.

  • Exceptional interpersonal communication
  • Effective leader
  • Project/Account management
  • Efficient multi-tasker
  • Financial planning
  • Business Development
  • Staff Training/Development
  • Consistently meets goals
Agency Owner 01/2019 to Current Allstate Insurance Castle Rock, CO
  • Analyzed customer needs and provided best options, upselling products and services
  • Cultivated professional relations to establish long-term profitable partnerships
  • Generated new leads and identified potential clients by using successful direct marketing strategies
Rockies District Manager 09/2015 to 01/2019 Clariant Corporation Denver, CO
  • Responsible for sales and operations entrance into the Rockies market
  • Led integration efforts of multiple companies throughout the Rockies
  • Created business development growth plans and strategies
Director of Operations 11/2013 to 09/2015 Baker Hughes Oklahoma City, OK
  • Managed $100M P&L for the Central and Northeast US Operations.
  • Initiated various organizational changes to gain significant operational efficiencies.
  • Led business unit through organizational realignment.
Area Operations Manager 01/2011 to 11/2013 Baker Hughes Denver, CO
  • Managed $100M P&L for the Rockies Area.
  • Successfully led the integration of operations between Baker Petrolite and BJ Unichem following the Baker Hughes/BJ acquisition.
  • Oversaw numerous capital projects related to business growth and expansion across the Rockies.
District Manager 08/2009 to 01/2011 Baker Hughes Grand Junction, CO
  • Managed P&L for the Western Divide District encompassing operations in Wyoming, Utah, Colorado and New Mexico.
  • Oversaw extensive growth in the district.
  • Mentored young management team and challenged them to lead strong growth plans.
Account Manager/Field Manager 05/2004 to 08/2009 Baker Hughes Fairfield, TX
  • Managed several customer accounts and drove strong growth.
  • Mentored and trained personnel in various technical and sales functions.
  • Partnered with District Manager to oversee creation of new district operation.
Lab Technician/Technical Services 11/2000 to 05/2004 Baker Hughes Laurel, MS
  • Handled all analytical testing requirements for customers across the Southeast District.
  • Authored numerous technical recommendations based on analytical testing.
Education and Training
Bachelor of Science: Chemistry 2004 The University of Southern Mississippi Hattiesburg, MS, United States
Associate of Arts: General Studies (Chemistry Focus) 2002 Jones County Junior College Ellisville, MS, United States
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Professional Summary

Experienced Sales and Business Manager with over 6 years of experience in marketing and team leadership. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits.

  • Interpersonal skills
  • Self-motivated
  • Customer service
  • Account development
  • Regulatory compliance
  • Research and development
  • Marketing
  • Efficiency
  • Multitasking
  • Sales training and strategies
  • Highly competitive
  • Persuasive
  • Goals and performance
  • Staff management
  • Project management
  • Relationship building and management
Work History
Sales Leader, 01/2017 to Current
Innovative Client Connections Southfield, MI
  • Conduct training sessions to educate employees on best practices and procedures to increase profitability
  • Bring in exceptional candidates to boost team productivity and operational efficiency
  • Supervise location employees and manage assets, maintain contractual, compliance and reporting requirements for all areas and assets
  • Improve process efficiency by implementing new sales strategies and correct poor work habits
  • Resolve conflicts promptly to promote a positive environment for customers
Branch Manager, 01/2015 to 12/2016
Innovative Client Connections Wyoming , MI
  • Developed pricing strategies while balancing firm objectives with customer satisfaction maximization.
  • Identified value propositions and key messages for all of the company's marketing campaigns.
  • Analyzed usage patterns to understand ways in which customers used company products and services.
  • Applied sales forecasting techniques and strategic planning to verify sales and profitability of products, lines, and services.
Team Lead, 10/2013 to 02/2014
Elite Global Marketing Schaumburg, IL
  • Assisted with training a team of 16 employees.
  • Coached team members on how to set and accomplish goals.
  • Launched a new campaign with Costco and DIRECTV Elite Global Marketing.
  • Provided incentives to increase productivity by offering employees awards for best customer service.
  • Resolved service, pricing and technical problems for customers by asking clear and specific questions.
Bachelor of Science: 2012
Michigan State University - East Lansing, MI
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Professional Summary
Proactive operations and management professional with a process-driven, goal-oriented, results-driven approach. Progressive leadership and supervisory experience with a history of transforming low-performance staff to outstanding professionals. Demonstrated commitment to excellence and world-class customer service that aids in surpassing financial and service objectives. Adept at creating processes and procedures in adherence to corporate and regulatory compliance.
Core Competencies
  • Strategic Business Development
  • Project management
  • Goals and performance
  • Network development
  • Product and service knowledge
  • Excellent verbal/written communication
  • Conflict resolution
  • Team leadership
  • Goal-Oriented
  • Budget and P&L Management
  • Extremely organized
  • Staff development
  • Best Practice Implementation
  • Territory management
  • Performance tracking proficiency
  • Financial analysis aptitude
  • Credit decisions
Work History
10/2015 to Current
Sr. Market Manager VP People's United Bank Glendale, NY
  • Developed and executed integrated sales, relationship and credit strategies that are aligned with the Division Plans to achieve desired revenue, expense and service goals.
  • Accountable for the overall management and profitability of 7 branches within the business market through proactive customer relationship/business development activities, community leadership, staff development, and customer retention.
  • Provided growth opportunities for all employees to develop and maintain their skills at the highest levels. Retained employees by fostering a climate of mentoring, leadership and empowerment. Recognized and rewarded outstanding performers within the market.
  • Worked directly with Business Banking, Private Banking, Wealth Management, Mortgage Affordable Lending, Merchant Processing, Treasury Management & Payroll Representativesto achieve >100% of goal.
  • Nominated for the CEO Leadership Award
  • Partnered with Retail Learning & Development to serve as an adjunct trainer in efforts to support Branch Management performance and development through classroom training and workshops in the field.
  • Originated, reviewed, processed, closed and administered customer loan proposals.
  • Recommended loan approvals and denials based on customer loan application reviews.
09/2013 to 10/2015
Branch Manager VP People's United Bank Oceanside, NY
  • Achievedgrowth of 1,044,192% inResidential Mortgage Growth
  • Achievedgrowth of 867% inConsumer Lending Growth
  • Achievedgrowth of 175% inDeposit Growth
  • Achievedgrowth of 2,493% inBusiness Lending Growth
  • Developed new process for employee evaluation which resulted in marked performance improvements.
  • Developed, implemented and managed a Branch sales plan and process to achieve quarterly and annual sales goals.
  • Coached, trained and motivated staff to maximize their potential and improve retention.
  • Adhered to compliance procedures and internal/operational risk controls in accordance with any and all applicable regulatory standards, requirements, and policies.
  • Managed all aspects of service delivery by financial services staff creating an environment of customer centricity and delivery of the guest experience that reflects "best in class" service.
  • Created pro-active strategies to develop and expand existing customer sales
11/2010 to 03/2013
Branch Manager JP Morgan Chase Bank New York City, NY
  • Oversaw a branch team consisting of 7 relationship bankers, 1 customer service representative, 6 tellers and an operations manager.
  • Effectively coach team through observation, role-playing, show-coaching and debriefing to support and accomplish sales goals on a monthly, quarterly and annual basis.
  • Increased new bank relationships within the local community 102% by executing quarterly promotions.
  • Created strategies to develop and expand existing customer sales, which resulted in a 30% increase in annual sales.
  • Maintained friendly and professional customer interactions.
  • Managed branch with an average of $140 million in overall deposits and investments
07/2009 to 10/2010
Retail Banking Sales Wholesaler JP Morgan Chase Bank New York City, NY
  • Helped branches acquire new customers and deepen relationships through proven sales behaviors.
  • Collaborated with District Managers to support their low-performing branches and drive behaviors to increase productivity.
  • Created coaching strategies for branch managers and sales managers to help support their teams and improve retention in sales and behaviors.
  • Conducted Sales Behavior workshops for branch managers, bankers and tellers.
  • Coordinated and executed events with local businesses to acquire new customers.
  • Trained new hires during department orientations and branch visits.
09/2007 to 06/2009
Relationship Banker JP Morgan Chase Bank New York, NY
  • Assessed clients' financial situations to develop strategic financial planning solutions.
  • Leveraged proven behaviors such as working the lobby, networking, setting appointments to increase acquisition of consumer and business customers.
  • Leveraged proven behaviors such as profiling, follow-ups and resolving complex customer issues to help build relationships, establish trust and grow balances.
  • Complied with regulatory requirements including Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
  • Submitted loan applications to loan underwriter for verification and recommendation.
  • Successfully passed series 6/63 license exam.
10/2005 to 09/2007
Teller/Sales & Service Associate JP Morgan Chase Bank New York, NY
  • Diligent seeking sales opportunities while performing basic banking transactions.
  • Followed policy and procedures to avoid loss and balance cashbox on a daily basis.
  • Problem solving skills.
  • Maintained friendly and professional customer interactions.
Associate of Arts: Business Management
St John's University Queens Campus - NY
NY Business Management Coursework in Accounting, Finance and Business Certifications
Connecticut School Of Finance & Management - Farmington, CT
Business Network International Member
Philanthropy: Volunteer Firefighter for the Oceanside Fire Dept.
  • Safe Act of 2019 Certification
  • FINRA Series 6 & 63 Licenses
  • NY State Life Insurance
  • NY Notary Public
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Operations Officer with 15-years background in branch management. Vast knowledge of finance, regulatory requirements and general bank operations.
  • Reliable
  • Excellent work ethic
  • Dependable
  • Strong interpersonal skills
  • People-oriented
  • Energetic
Professional Experience
07/2016 to Current
Branch Operations Manager Commecement Bank Enumclaw, WA Lead and manage a branch to ensure Commencement Banks customer service expectations are met and exceeded. Develop and implement a training program for the branches. Perform cash handling functions. 

09/2007 to 07/2016
Branch Officer Commencement Bank Tacoma, WA
Established new customer accounts including checking, savings, and IRA's.
Answered customers' questions and addressed problems and complaints in person and via phone.

11/2002 to 08/2007
Branch Operations Officer Columbia Bank Tacoma , WA Overall accountability for Branch performance in service, employee development, safety, compliance and security procedures.
03/1998 to 10/2007
Customer Service Representative Columbia Bank Tacoma, WA
High School Diploma
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A driven individual with a strong acumen for team building, leadership and project management.  Has exemplary skills in project planning, coordination / effective communication, resource assessment and allocation, as well as project budget management.  Goal oriented and very task driven, but not at the expense of creative problem solving or "out of the box" thinking. With nearly a decade of successful project planning and implementation, looking for new challenging and equally rewarding roles with an organization that can benefit from my skill set and experience.  
  • Quick Learner
  • Great at developing and maintaining good client relationships
  • Proficient with Microsoft Office Suite
  • Operations Management
  • Basic Proficiency with AutoCAD
  • Very Proficient with Microsoft Visio
  • Able to interpret constructions plans for most trades
  • Understanding and implementation of ANSI/TIA standards
  • Technology background
  • Project planning and scheduling 
  • Objective driven
  • Team building and training
  • Strong sense of accountability for myself and my team
  • AIA Billing
  • Contract Review
  • Job tracking and projected profitability analysis
  • Detail oriented
  • Can interpret or dictate project specs
Communication Management, Inc. Columbia , SC Director of Systems Integration 01/2018 to Current As the Director of Systems Integration, my responsibilities are not clearly defined by my employer.  This position is new to my company and was created as an effort to improve and enhance our systems integration team.  I am engaged with our operations and sales staff in every branch in my company throughout the state.  I work closely with our sales reps to ensure accurate engineering and quoting of systems they submit bids or quotes for.  I work with our Branch Operations Managers and Corporate Operations Managers to coordinate closely on projects that require both infrastructure cabling and systems deployment to ensure timely scheduling and execution of systems scopes once job sites are ready for deployment.  I must approve all material purchasing for systems scopes, as well as track these deployments to either generate billing, or assists in accurate and timely billing that may be submitted by another entity within my company.  I handle extremely high profile accounts very directly, such as Volvo Cars US.  I must form strong relationships with these contacts to be sure that their expectations are being met, as well as increase the potential for future opportunities with the client and hopefully associated companies by recommendation.
Communication Management, Inc. Columbia , SC Branch Operations Manager 10/2014 to 01/2018 Branch Operations Managers were responsible for all projects and personnel within their branch.  These responsibilities included pre-project planning, project take offs and budget analysis, material procurement and logistics, client relations, composing change orders when needed for out of scope work on awarded projects, holding team members accountable, projecting manpower needs and working closely with human resources to acquire appropriate manpower to accommodate scheduling demands, project invoicing, project specification analysis and having full understanding of project specs and requirements, compiling documentation and submitting for manufacturer warranty, compiles project close out documentation and sends to the customer.  In addition to theses tasks, Branch Operations Managers were expected to develop relationships with legacy accounts and serve as estimators / sales representatives by furnishing quotes for work requested.  It is difficult to summarize the realm of responsibility associated with this position, because it is truly expansive.  These individuals have an incredible amount of responsibility and empowerment within the company and it takes a good leader and level headed person to successfully perform in this role.  
Communication Management, Inc. Columbia , SC Senior Project Manager 12/2012 to 10/2014 The Senior Project Manager position was a new and challenging role.  This position required a tremendous amount of flexibility and fluidity from the individuals that held this position.  Responsibilities included project oversight for all projects within one's branch, as well as serving as an interim Branch Operations Manager if needed.  Senior Project Managers were required to fill whatever role was required of them at the time and on occasion that may require them to contribute on projects in a different branch than the one within which they were located.  While Senior Project Managers shared many of the responsibilities of the Branch Operations Manager, they may also be needed on special projects.  Special projects typically met a short list of criteria; high value project, high value client, challenging or unfamiliar scopes, stringent time frames or high visibility projects.  While in this position, I also served as an account manager for Lexington County School District One.  This school district was a very technology driven school district that my company worked very closely with.  I ran oversight on all off their projects, in addition to other projects within my branch, in the year of 2013.  During 2013, my team executed an IP surveillance roll out for the school district that included the deployment of over twelve hundred cameras, spread across forty different district facilities.  This roll out also included the deployment of their NAS devices and VMS district wide. Due to the large success of this project, we were awarded National Partner of the Year and the Project of the Year by the camera manufacturer (Mobotix).  
Communication Management, Inc. Columbia , SC Project Manager 09/2011 to 12/2011 As project manager I was responsible for in field oversight of project execution for multiple ongoing projects.  My responsibilities included daily task planning, coordinating job scheduling with the Branch Operations Manager, generating and maintaining Prebuild drawings, maintaining project documents, material management and logistics, filling out daily work orders, client relations (to include daily email updates to client with our progress to date), keeping Branch Operations Manager apprised to our progress to ensure timely invoicing, training subordinates in new skill sets and ensuring the projects that I was responsible for were executed efficiently and profitably.
Communication Management, Inc. Columbia, SC Installation Technician 05/2011 to 08/2011 Technician was responsible for performing work onsite as directed by the onsite Project Manager.  These directives typically entailed, but were not limited to, pulling and routing cable (Cat5e, Cat6, Fiber Optic, High Density copper feeders), Telco room build outs, cable termination (Cat5e, Cat6, Fiber Optic, Copper Feeders), material logistics and cable certification for both fiber and copper.  Installation Tech must report daily progress and materials used to Project Manager.
Education and Training
High School Diploma 2007 Lugoff-Elgin High School, Lugoff, SC, United States Graduated A/B Honor Roll
Bachelor of Science: Sociology 2011 University of South Carolina, Columbia, SC, United States Graduated with Cognate in Religion and was on the Dean's List
Activities and Honors
Panduit Certified Installer (PCI)
Hilti - Qualified Operator_Powder Actuated Tools
3M Fire Protection Products Trained Installler
TE Connectivity AMP ACT II Installer
S2 Access Control Certification
Harman / AMX Programmer I Certification
Achieved the Rank of Eagle Scout, Troop 316, 2002
Assistant Cubmaster CubScout, Pack 316
Assistant Den Leader, Pack 316 Den 10