Lenexa, KS *****
Senior Client Relations Executive
Versatile, results-focused professional with more than 15 years experience providing superior client service to organizations throughout the financial services, retirement services, investment, insurance, and brokerage industries. Proven leader and business partner who has initiated, developed, and implemented customized solutions and services for professional clients throughout the United States. Strong foundation of tactical experience in client relations, product management, website support, project management, process improvement, compliance, technology, and operations
Client Management Leadership IT/Financial Services
Software/Product Support Training & Development Project Management
Developed outstanding and personal relationships with numerous national clients resulting in business retention and development for the company. Leveraged in-depth knowledge of company products and software, an ability to understand and anticipate client needs and expectations, and sound business acumen to add value to clients and help produce additional company revenue. Process Improvement/Project Management
Initiated and led initiative to improve website access for all company clients, including obtaining customer input, conducting analysis and identifying root causes, recommending solutions, and working with cross functional team to implement changes. Results included the implementation of a simplified user access process, significant improvements in client satisfaction, a 100% reduction in client phone calls regarding website issues, and an improvement in the reputation of the company’s products and services leading to business retention and growth.
Identified significant problem with system data quality involving country codes and uncertified tax settings. Worked with various clients to test for data quality, identified root problems and solutions, and partnered with programmers to implement and test the solution. All errors were corrected and system issues resolved.
Created process to automatically generate client user summary reports, resulting in improved client relations, streamlined reporting, and reduced expenses related to report generation. Business Acumen
Developed solid foundation of business knowledge and experience, including a strong working knowledge of the mutual fund, brokerage, retirement, and financial planning industries. Leveraged knowledge of client businesses, software, industry compliance issues, process and system management, and the ability to achieve results to add significant value to both clients and company.
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DST Systems, Inc., Kansas City, MO 2005-Present
Global provider of technology-based service solutions, serving asset management, brokerage, retirement, insurance, healthcare and other markets. Senior Client Relations Specialist
Client Relations Specialist-Vision Product Line
Client Relations Specialist-Full Service NSCC
Client Relations Specialist-Waddell & Reed
Managed key client relationships with professional financial advisors and brokerage customers, including providing support and training on DST’s Vision asset management product, partnering with clients to identify ways to leverage the product toward the achievement of their business results, managing key business processes for several client companies, and addressing and resolving issues related to the product and DST relationship.
Established and developed strong client relationships with multiple, national NSCC member customers, including providing assistance and guidance on compliance, dealer trade, administration, and other issues related to the financial brokerage business.
Identified and led numerous process improvement initiatives for DST, leveraging the voice of the customer and implementing internal changes that led to improved customer satisfaction, reduced costs, improvements to products and services, and additional revenue.
Managed projects that produced results for both clients and DST.
Supported various DST applications including NSCC processing NSCC Desktop, Project Planning, Omnibus Collapse, MTF Trailers process, UDS process, DST Vision, and DST Compliance.
Boston Financial Data Services Inc. (Formerly NFDS), Kansas City, MO 1998-2005 Third party provider of transfer agency, intermediary services, and other services in the mutual fund industry.
Lead Mutual Fund Representative
Led the monitoring and quality review of NSCC systematic trading process for multiple mutual fund clients.
Identified specific and systemic problems and solutions, communicated both internally and with national clients on issues and opportunities related to trading activities and corresponding software and compliance issues.
University of Kansas, Lawrence, KS 1998
Bachelor of Science, Business Administration
Bachelor of General Studies, Economics
Participated in multiple training initiatives in areas such as product knowledge, industry trends and issues, compliance, process improvement, and project management.