Experience

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  Fidelity family office services

  Jan 2000 - Jan 2013

  Director, client management

  ✰ Managed 40 family-office clients including four of the top 10 revenue producers.✰ Sole Achiever 100% client satisfaction ratings.✰ Oversaw high-revenue bi-coastal client base; managed client relationships, coached/ mentored support staff.✰ Built customer loyalty based on strategic approach to sales, service and issue resolution. ✰ Grew revenue by 500% after implementing Six Sigma to manage partnership accounting process.✰ Maintained 99.9% accuracy during management of Treasury Operations.✰ Functional leader of national company initiatives including Forms Optimization & Online Bank Wire. ✰ Innovated programs for success: client gifting, employee recognition and community involvement.✰ Hosted social events to nurture new and existing client relationships.✰ Ambassador, Trainer, and Mentor to off-site remote phones teams for off-hours coverage.I also held the role of Fixed Income Manager, Personal Investing, Merrimack, NH✰ Managed 17 Fixed Income Sales and Service Specialists. ✰ Oversaw all recruiting, hiring, employee development programs, bonus reviews.✰ Created and Implemented national call model for Consultative Selling resulting in increased sales.✰ Executed motivational strategic development with national rebranding, technical education, client calls and ambassadorships. ✰Achieved sustained #1 position of all sales and service nationwide.✰ Managed risk within the sales department through education meetings, client contact.✰ Recognized for ability to lead and manage; appointed to train employees across the national organization.✰ Subject Matter Expert leading weekly management team meetings with Fixed Income Partners including Capital Markets, Portfolio (Fund) Managers, Product Developers, National Marketing, Team Managers, and Trading Staff.✰ Developed a strategy to identify revenue generation opportunities and reduce inefficiencies.✰ Monitored individual development, client phone calls, daily trade logs to ensure compliance. Show less

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  Bank of america merrill lynch

  Jan 2014 - Jan 2017

  Client relationship manager / branch office manager

  ✰ Supervised Sales Advisors; managed service, operations and treasury personnel. ✰ Known for leadership via open communication.✰ Built and maintained relationships with clients and key personnel within customer organizations.✰ Created strategic business plans to streamline processes and exceed customer solutions metrics.✰ Directed business reviews to ensure and maintain client satisfaction.✰ Recruited, hired, trained, and mentored new and existing staff.✰ Managed operations at several busy offices by leveraging experience from past leadership positions.✰ Managed risk and successfully navigated internal audits with zero findings.✰ Strong understanding of risk, compliance, and state and federal financial institution regulation.I also held the role of Financial Center Manager, Financial Centers✰ Led Branch Sales Team, set performance goals, and championed a high-level of customer service.✰ Served as administrator and director of financial center operations. ✰ Drove sales initiatives through the promotion of treasury products and services.✰ Managed internal and external risk and compliance; 100% clean audits with no findings.✰ Trained Branch Supervisors and staff in the formulation and delivery of customer success strategies. Show less