Customer Service Manager

Jacqueline Smith Rudd

- **** N *th St. Philadelphia, PA 19126 ( 267-***-**** * *********@*****.***

Sr. Account Manager/Administrator

Qualifications Profile

•Self-assured, dynamic, and results-driven professional with more than 27 years providing high-performance account and customer relationship management in the wealth management industry.

-Strong passion for delivering outstanding customer service in managing high yield accounts, bringing in more than $500M in pension assets, while maintaining productive professional relationships with clients and stakeholders.

-Detail-oriented and methodical with critical thinking to strategize solutions in compliance management, asset management, and relationship management issues even under stress.

•Well-organized with multitasking and prioritization skills that optimize resources to achieve outstanding results.

•Strong people management and interpersonal communication skills that inspire customer confidence while forging teamwork synergies with colleagues across diverse ethnicities.

Key Expertise

•Retail Sales Management

•Account Management

•Customer Service Management

•Policies & Regulatory Compliance (i.e. IRS, DOL, ERISA Medicare & HCFA)

•Continuous Quality Improvement

•Relationship Management (Clients, & Stakeholders)

•Staff Supervision & Training

•Apps: Cognos Impromptu

•ERP: PeopleSoft

•Productivity Tools: MS Office (Word, Excel, & Access )

•Internet: Email/Webmail, Web Research, & Social Networking

Professional Experience

Vanguard Inc. • Malvern, PA Sr. Client Relationship Administrator: Institutional Recordkeeping Mar 2001 – Present

•Manage professional relationships with 7 high yield clients involving over 20,000 participants with an aggregate of more than $500M in pension assets, collaborating with the Relationship Manager to promote various 401(k) services that enable participants to grow their retirement accounts and become more informed investors.

•Administer payrolls and funding for seven 401k clients, calculating match and bonus deferments.

•Calculate and distribute payouts for highly compensated participants in Non-Qualified Plans.

•Coach/mentor new hires on recordkeeping services, retirement plans, procedures, and ERISA regulations.

•Assist with Annual Plan Audits and Compliance Testing, addressing and rectifying discrepancies to assist companies in meeting specific deadlines to remain compliant.

•Selected in 2014 to participate in developing the new Plan Sponsor Website rolled out to 401k Plan Sponsors that enabled Vanguard to deliver Best in Class service.

Merrill Lynch • Fort Washington, PA 401K Account Manager May 1998 – Mar 2001

•Collaborated with Financial Consultants and Marketing Managers in servicing Business Market 401(k) plans involving over $10M in assets, addressing inquiries on payroll, loans, vesting, withdrawals, employer match, and profit sharing.

•Oversaw state processing, tax and financial reporting and account reconciliation, including administration of payrolls, loans, vesting, withdrawals, client Web Access, mandatory distributions, and excess contribution distributions.

•Ensured adherence to policies and compliance with plan documents, IRS, DOL, and ERISA.

AETNA • Blue Bell, PA Senior Medicare Account Administrator: Aetna Mar 1991 – May 1998

•Managed group accounts averaging $80K monthly, collaborating with Marketing to create group accounts after completion of sales, reconciling monthly client plan invoices, and conducting site visits and client sales meetings.

Education & Credentials

PHILADELPHIA COMMUNITY COLLEGE • Philadelphia, PA (1981 – 1982)

MAVTS SCHOOL OF DENTAL TECHNOLOGY (1979 – 1981)

Certified Program – Certificate of Completion

Professional Training & Certification

•SunGard Relius Pension Elements and Pension Educator, Vanguard, Inc. (2010)

•Recognized for assisting with departmental project implementing new recordkeeping system, Merrill Lynch

Awards & Recognition

•Vanguard Quest award - Unmatchable excellence (monetary value $500.00)

•Vanguard Spot Awards (2), for Recordkeeping Service set up, & Non-qualified Plan service set up ($250 each)

•Vanguard United Way Day of Service Coordinator

•Vanguard Martin Luther King Day of Service Coordinator

•Numerous Teamwork Certificates

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