Experience

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  Worldmark by wyndham

  Jan 2006 - Jan 2008

  Appointment confirmer

  ∙ Set appointments for Vacation Ownership presentations.∙ Confirmed all appointments set in the Marketing Room.∙ Increased average appointment attendance from 25% to 55%.∙ Top Colorado Confirmer for the months of June - Aug. 2008.

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  Advanced agriculture llc

  Aug 2010 - Feb 2013

  Office manager

  ∙ Managed a team of up to 3 people to maintain customer service standards, business cleanliness, and general duties within the store from January 2012 to January 2013. This team more than tripled their average daily sales.∙ Supervised intake paperwork for all clients, including building a database to contain all client information. ∙ Implemented filing system and data entry system for over 3000 clients. ∙ Designed pricing structure and daily specials, including tiered pricing and special packaging. ∙ Built and maintained strong relationships with vendors, suppliers, and clients. Show less

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  Alps, a dst company

  Feb 2013 - Jan 2018

  During this time, I was responsible for the oversight of 5 teams consisting of approximately 25 employees. I spearheaded functions of call center activities to fulfill Service Level Agreements, client expectations, regulatory requirements, and ISO 9001:2008 accreditation standards. I successfully enhanced operational efficiency by measuring performance and exploring staffing requirements/projected volumes.• Simplified operations by supervising leaders and managers of mail, advanced processing, investor services, dealer services, and training teams• Directed 5K shareholder transactions and 3.5K shareholder calls on average per month, resulting in improving outcomes accuracy rate and service levels.• Accomplished over 97% transaction processing accuracy and 94% call center service levels by assessing available metrics and tools and building the operations teams. Show less During this period, I headed a 9-member team to train and develop employees across advanced processing, quality control, and TA training. I was represented as Chartered Retirement Plan Specialist and FINRA Series 6 licensed specialist to foster smooth collaboration with shareholders and review performance metrics for multiple teams. • Enabled application of ISO 9001:2008 Certified Quality Management System to meet requirements for certification• Introduced efficiencies that reduced the time to generate quality control report reviews by 357 annual hours in 2015.• Optimized Transfer Agency operations by tracking department procedures for operations effectiveness. Show less ∙ Monitored day-to-day work and coordinated work assignments for the Processing Team and the Advanced Processing Team.∙ Provided assistance and guidance to the teams regarding shareholder requests and correspondence.∙ Completed specialized and complex processing of shareholder and client requests for transactions, account maintenances, estate inheritances, and retirement plan coordination.∙ Coordinated projects for the team and recognized efficiencies to be gained. ∙ Liaised for interdepartmental requests and point-of-contact for several high-touch financial representatives. Show less

  • Transfer Agency Operations Manager

    Jan 2016 - Jan 2018

  • Transfer Agency Supervisor, Various Teams & ISO 9001:2008 Configuration Coordinator

    Jan 2014 - Jan 2016

  • Operations Team Coordinator

    Dec 2013 - Aug 2014

  • Investor Services Representative

    Jul 2013 - Dec 2013

  • Correspondence Representative

    Feb 2013 - Jul 2013
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  Mg stover & co.

  Jan 2018 - Jan 2022

  Over the course of this period, I led a team consisting of three members by providing exceptional leadership support. I was responsible for collaborating with downstream stakeholders to distribute data/analysis and communicate corrective action items regarding process improvements and unit cohesion. • Streamlined operations by designing internal customer reporting packages/custom reports and evaluating client profitability, budgets, and utilization• Monitored CRM transition project from Pipedrive to Hubspot by assuring project completion in three months.• Sustained CNPS score of more than 85% and facilitated 120 customer accounts by interpreting client needs and ensuring consistent communication. Show less

  • Senior Client Relationship Manager

    Jan 2021 - Jan 2022

  • Client Relationship Manager

    Jan 2019 - Jan 2021

  • Manager, Investor Services

    Jan 2018 - Jan 2019
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  Nova

  Jan 2022 - Jan 2022

  Senior corporate operations analyst

  Nova (YC18) turns subscription documents into workflows that investors will love. With Nova, firms reimagine their investor experience with saved profiles, collaborative dashboards, and intuitive reporting.During this period, I oversaw the corporate operations project portfolio, including all cross-departmental initiatives. Additionally, I collected and synthesized business requirements and measured projects' strategic value.• Improved organization performance by reviewing entire tech stack and identifying cost-effectiveness opportunities.• Gathered $300K+ from aged receivables within six months of tenure through development and execution of effective new, integrated accounts receivables and contract management processes. Show less

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  Juniper square

  May 2023 - now

  Manager, investor services

  Dynamic and results-oriented professional overseeing the Enterprise Investor Services Team at Juniper Square, dedicated to driving operational excellence and delivering exceptional customer service. With a proven track record in managing complex key accounts, I lead and coach a team of investor services professionals, ensuring they act as trusted partners to our customers and make a direct impact by delivering best-in-class services.Key Responsibilities:• Team Leadership: Hire, coach, and manage a team of investor services professionals, fostering a culture of excellence and collaboration.• Customer Engagement: Understand customers' operational infrastructure and business needs to maintain a pulse on customer health. Perform customer-facing work when needed to understand customer needs and service outcomes better.• Strategic Collaboration: Drive strategic conversations and collaborative efforts internally as the voice of Enterprise Fund Administration customers. Handle stakeholder management across multiple GP contacts, executing around complex nuances and scoping out bespoke processes.• Process Improvement: Improve processes and procedures, lead efforts to enhance workflows, build new processes, and provide a best-in-class experience to customers.• Data Management: Build systems and processes to ensure tracking of important team and customer data, facilitating informed decision-making and continuous improvement initiatives.• Cross-Functional Collaboration: Collaborate with other teams at Juniper Square to identify product feature requests and work with Product Managers where appropriate.Achievements• Successfully implemented Zendesk & Asana workflow updates, improving team efficiency and customer satisfaction.• Cross-functional project to design and launch a US AML program, collaborating with key stakeholders to achieve company objectives and drive business growth through expanding the service offering. Show less