Customer Service Management

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ALLISEN G. FOX

th

**** ** ****** ** • Tacoma, WA • 253-***-****• **********@*****.***

RELATIONSHIP MANAGER

CONSULTANT

U.S. NAVY VETERAN

Client Service, Account Management, Plan Conversions, Plan Documentation

Goal oriented and results driven professional with over twelve years of successful retirement services experience.

Focused on relationship management, participant issues resolution, positive and interactive enrollment meetings

and client retention. Identifies opportunities to improve customer service and exceed client expectations by

identifying and conducting trend analyses and developing and implementing customized solutions. Proactive at

recommending plan design changes, issues resolution, and continually strives to ensure ongoing communication

and onsite visitation. Management of plan conversions, including: strategic analysis of plan design with

recommendations for client and plan enhancements, analysis of participants experience and participation,

preparation of communication and presentation materials, facilitate and deliver all aspects of the enrollment, re-

enrollment, and education process with introduction of additional lines of business.

~ AREAS OF EXPERTISE ~

§

§ Account Management

Relationship Building

§

§ Trend Analyses

Client/Participant Relations

§

§ Cross-Selling

Plan Conversions

§

§ Plan Document Analyses

Enrollment/Client Meetings

§

§ Passionate and Motivated

Issues Resolution

§

§ Solutions Driven

Due Diligence Review

~ CORE COMPETENCIES ~

§ Highly skilled in creating, building and maintaining solid working relationships while ensuring client

satisfaction, retention, and identifying opportunities for client and product enhancement.

§ Proven ability in effectively prioritizing and working under tight deadlines while providing guidance to

personnel, providing team leadership, motivation, and development.

§ Solid communication, interpersonal, time management, analytical, organizational, and leadership skills.

§ Go-getter attitude with the ability to proactively identify plan/client trends/needs, compliance and legislative

issues, and to consistently look for opportunities.

§ Experienced in identifying and creating new processes and procedures, issues resolution, market

research and creating a better client experience.

~ SKILLS AND ACCOMPLISHMENTS ~

§ Awarded for 3 ideas resulting in company saving minimum $175,000 per year

§ Accepted into the 2009/2010 Global Directory of Who's Who

§ Client retention rate of 96%

§ Certificate in Human Resources Management 101 - June 2009

§ B.S., Business Management – University of Phoenix

§ ASPPA – Certified Pension Consultant – In process

§ MO Life & Health Insurance License – expired

§ NASD Series 6 license – expired

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ALLISEN G. FOX

~ PROFESSIONAL PROFILE ~

COMPASS INVESTMENT PARTNERS - Federal Way, WA 2008– 01/08/09 laid off

Retirement Plan Consultant – Relationship Manager

Acted as the day to day contact for clients and participants.

Ensured client and participant retention through customer service.

Scheduled and conducted enrollment meetings.

Successfully and accurately converted plans from prior providers.

Provided plan analysis, research and solutions for plan design.

Worked with operations to ensure accurate plan processing.

Prepared, delivered and discussed plan documents and administration.

Provided plan compliance, legislative accuracy and research.

RUSSELL INVESTMENT GROUP - Tacoma, WA 2005–2008

Business Analyst – Separate Accounts Team

Identified, evaluated, researched and resolved participant specific issues.

Successfully created and implemented Service Level Standards for vendor.

Provided vendor management and oversight, project management, and due diligence reviews.

Trend analysis, risk assessment, process improvement, and mitigation.

Ensured plan compliance with processes, procedures, and legislative requirements.

SPECTRUM PENSION CONSULTANTS, INC. - Tacoma, WA 2002-2005

Trust Accountant /Legal Assistant

Prepared accurate and timely trust, loan and payroll reconciliations.

Researched and resolved plan accounting issues.

Provided consultation on compliance issues, tax laws and pension reform.

Amended and Restated over 800 DC and DB Plan documents for GUST/EGTRRA.

Prepared and implemented complicated amendments, restatements and new plan documents.

Performed technical research and developed/improved processes and procedures.

Reviewed plan document and software updates for compliance issues, improvements and effects of law changes.

AMERICAN UNITED LIFE - Overland Park, KS 2000-2001

Client Services Consultant

Managed the relationships for over 220 retirement plan clients in 3 Midwest states.

Expanded client base through cross selling of AUL products.

Provided investment education through enrollment meetings to clients and participants.

Serviced and supported clients through onsite visitation, seminars, presentations and training.

Reviewed and recommended product enhancements.

BROTHERHOOD BANK & TRUST - Kansas City, MO 1997-2000

FULL-TIME MOTHER - San Diego, CA 1993-1997

U.S. NAVY - San Diego, CA 1987-1993

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