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Customer Service Manager

Boulder, CO
June 06, 2018

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Kevin Doherty

Client Service Professional

Relationship Management Customer Service

Experience Customer Service professional who exceeds at delivering efficient service to clients and internal stakeholders. Skilled at resolving issues, adapting to specialized software and supervising an active an active team. Specializes providing customer problems successfully, manage time and ensure stellar company experience.

Professional Strengths and Abilities Include:

Client Relationship Management

Developed a deep understanding of the business objectives of internal and external stakeholders; evangelized the product vision and built trust by maintaining an accurate and achievable roadmap.

Business Development

Successfully identified cross selling opportunities.

Employee Education Specialist. Remote Locations


Embrace the vision of various companies to have the best outcome possible for their desired requirements.

Consult with the development and implementation of education plans.

Collaborate with the Plan Sponsor, Advisor and internal teams to provide appropriate education solutions

Develop appropriate needs assessments that help retirement plan participants make informed decisions about their retirement savings and payout strategies.

Present workshops and one-on-one meetings for participants

Empower Retirement, Andover, MA

October, 2015 – August, 2016

Client Service Consultant

Cultivates relationships with clients by delivering personalized service and responds to a variety of plan and policy-related questions by exhibiting listening, patience, empathy, authenticity, proactivity and perseverance with external and internal customers.

Relays accurate information and provide clear and concise communication of policies and procedures.

Retains assets through education and guidance of available plan specific and general distribution options.

Engages in a dialogue which educates clients in making informed distribution decisions and the advantages of participation in a company sponsored retirement plan or an individual retirement account versus the tax implications of taking receipt of the proceeds from their retirement investments.

Delivers optimal solutions to clients in every interaction.

Prudential Financial Services, Needham, MA

November, 2014 - October, 2015

Financial Advisor

Provide on-site presentations to employees with large employers that offer an educational program that complements their existing retirement program. The presentation is a series of four 90-minute financial wellness seminars.

Comprehensive employee education, one-on-one and in a group setting; topics include estate planning, investment principles and health care planning.

Focused on tax-efficient retirement savings and income strategies, as well as asset protection and life insurance.

TIAA-CREF, Hartford, CT


Principal Consultant (Contract Role through Enterprise Iron Financial Industry Solutions)

Provided consultative services to Plan Sponsors and Vendors of the retirement plan industry.

Services included plan design analysis, transition management and management consulting.

Engaged with a top provider to assist with their Vision 2020 project; provided strategic consulting ideas to grow the company through the next decade by expanding their services to the broader not-for-profit market.

Worked closely with, and incorporated feedback from, product management, interaction designers, and back-end engineers to document product requirements and provide clarity around an initiative.

Provided expertise on competitive products and worked with the product team to refocus product strategy and vision.

USI Consulting Group, Glastonbury, CT

2012 - 2013

AVP/Account Management

Provided outstanding customer relationship management and consulting services to clients in the tri-state area.

Clients included for profit, medical institutions, colleges, credit unions and endowments.

Responded to or directed client inquiries, including applicable research; demonstrated proactive consultative resolutions to client business and retirement program issues.

Communicated and consulted on implications of new technical developments in the benefits field.

Demonstrated advanced level of retirement program subject matter expertise in all areas of plan management; including technical, compliance, administration, investments, and participant solutions.

Represented the company in new sales, re-selling, and retention situations including formal presentations for the purpose of maintaining, retaining, and gathering retirement program assets to drive profitability.

Transamerica Retirement Solutions, Purchase, NY

2007 - 2012

Transition Key Account Manager

Orchestrated all aspects of a new client’s retirement plans’ transition to Diversified.

Executed an overall proactive service plan for existing DC/DB clients.

Clients included for profit, medical institutions, colleges, credit unions and endowments.

Managed large healthcare accounts

Met and communicated regularly with clients and internal team to facilitate a seamless transition and meet project deadlines.

Played a lead role in team sales presentations to close new prospects.

Presented the administrative services, conversion process, and administrative capabilities during finals and due diligence meetings.

Anticipated future new business needs, identified proactive solutions to the satisfy needs.

Additional Experience

The Principal Financial Group, Purchase, NY 2005-2007

Account Executive

MetLife & AXA Advisors, Boston, MA. 2003-2005

Registered Investment Advisor

Fidelity Investments, Boston and Marlborough, MA 1989-1999

Relationship Manager, Project Manager, Large Plan Services Implementation


FINRA Series 7 & 66

Massachusetts Life, Heath & Accident License


Bachelor of Arts; Marketing, Merrimack College, North Andover, MA

Pension Certificate, Bentley University, Waltham, MA

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