Customer Service Manager

HEATHER CLARK

***** **** ****** *****, *********, NC 28031 C: 980-***-**** ***************@*****.*** Senior Client Services and Rela onship Management Professional Results oriented professional with over 10 years of combined leadership, rela onship management, and client experience exper se, including 12 years of experience in the financial services industry. Experienced in successfully facilita ng and implemen ng projects from beginning to end. Able to build strong rela onships and drive brand awareness . Strong oral and wri en communica on; experienced and comfortable with communica ng and working with various levels of leadership. Able to analyze key metrics and sta s cs in order to improve efficiency. Summary of Qualifica ons

Professional Experience

TIAA-CREF - Charlo e, NC 11/07/2005 - Present

Sr. Business Management Specialist - Ins tu onal Re rement Plan Services (4/08/2019-Present) Sr. Client Services Manager – Ins tu onal Rela onships (12/10/2013-4/08/2019) Beneficiary Rela onship Manager / Legal Liaison (06/2009—12/10/2013) Customer Resolu on Manager (04/2008--6/2009)

B.A. in Communica ons; MBA in Business

Proficient in Microso Word, PowerPoint, and Excel 4+ years of process improvement experience and change management as a Client Services Manager driving efficiencies

13+ years’ experience working with or around re rement based products, services, and record keeping, including directly working with the TIAA Employee Plan.

Team Leader for process change and change management

Coordinate resources for ins tu onal implementa ons, products and services

Collaborates with Leadership in order to successfully staff complex ins tu onal projects Meets weekly with team to communicate process changes and receive feedback on current process and procedures.

Assist in new hire interviewing process

Provides cri cal support in the area of plan administra on to 403(b), 401(k), 401(a), 457(f), and 457(b) Plan Sponsors in the New York Metro region.

Assists with retaining client rela onships and managing transac ons for key decision makers for a book of business with over 1B in assets.

Meets annually in person and virtually with Plan Sponsors (HR Directors and HR Benefits Managers) in the New York metro area to present analysis of their re rement plans and to strategically provide informa on on products and services that can assist in improving user experience and opera onal efficiencies using consulta ve selling techniques.

Frequently coordinates and facilitates mee ngs with Plan Sponsors as a primary point of contact and subject ma er expert.

Collaborates interdepartmentally with stakeholders to implement new ins tu onal products and services.

Determines root causes of gaps in processes to improve client experience. Implement and manage project plans (remi ance file layouts) and ensures comple on of milestones within constraints of me and scope.

Served as the primary point of contact for par cipants’ survivors and a orneys.

Performed outreaches to beneficiaries to provide guidance through the se lement process.

Handled sensi ve death no fica on cases with discre on and confiden ality. Resolved complex customer services issues by working interdepartmentally to manage mul ple cases with mul faceted concerns.

Performed root cause analysis to determine underlying source of issues in order to prevent further process breakdowns.

Effec vely and confidently communicated resolu on to par cipants in a mely manner in order to re- establish trust and loyalty while exhibi ng comprehensive knowledge of re rement products and services.

HEATHER CLARK

19852 Deer Valley Drive, Cornelius, NC 28031 C: 980-***-**** ***************@*****.*** Individual Inbound Representa ve (11/2005-4/2008)

SPRINT PCS - Charlo e, NC 5/1999 – 6/2005

Team Leader

EDUCATION

Bachelor of Arts Communica ons – Cum Laude, Johnson C. Smith University - Charlo e, NC Program Comple on: June 1994

Master of Business Administra on – Management, Strayer University, Charlo e, NC Program Comple on: March 2014

CERTIFICATIONS

Series 6, 63, NC Life and Health

ADDITIONAL SKILLS

Experienced in Salesforce, Siebel, EXP AG, and Omni Pla orm. Addi onal skills include Microso Word, Excel, PowerPoint, Witness call monitoring system, and Avaya Phone Systems. Provided superior customer service to plan par cipants by answering inquiries related to investment performance, plan rules, and resolved customer service issues while promo ng first call resolu on.

Performed suitability profile reviews and provided investment and product guidance in order to educate par cipants on products and services while increasing company asset growth and retaining current clientele.

Mentored new Financial Services Consultants and answered new hire ques ons in training environment.

Entered CREF fund prices into the telephone automated system with accuracy (special project) Managed, developed, coached, and mo vated a team of 10-25 customer service representa ves in a call center environment.

Trained team in se ng up new business accounts, retaining current customers, and aggressively selling addi onal products in order to exceed weekly sales goals.

Interviewed candidates.

Served as efficiency coach for upper management

Conducted annual merit reviews for specialists and coached for improved performance.

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