Interest

Northern Kentucky Soccer Academy - Assistant Coach/Volunteer  - Select Soccer

Summary

Financial services professional with 19 years of experience delivering superior product and service support to internal and external customers in the financial services industry. Built reputation for having a broad and reliable knowledge of products and services, product strategy and managing relationships. Proven expertise in analysis, problem solving and distilling complex information to non-technical customers. 

Specialities:

  •  Relationship/Account Management
  •  Customer Service and Product Support
  •  Product Strategy
  •  Product Management
  •  Market Research
  •  Defined Contribution and Deferred Compensation
  •  Financial Services Industry
  •  Retirement and 401(k) plans
  •  Six Sigma Yellow Belt

Work History

Work History
Nov 2007 - Dec 2008

Director, Product Support

Responsible for front line subject matter expertise on defined contribution products and services. Evaluated product and service exception requests for business, operational and financial risks. •Reviewed and recommended approval or denial of exceptions to weekly management committee; reduced the amount of new manual processes and risks being introduced into daily operations

•Counseled client teams migrating clients from unsupported or discouraged services to proven solutions that reduced operational and client fiduciary risks

•Trained internal partners and documented product standards/fit criteria to influence the delivery of product and services best suited for their clients’ needs and long-term satisfaction

 •Managed day to day vendor relationship with three outside investment providers including RFP quote process, new sales, monthly rate resets and ensured the products continued to meet the needs of clients

Oct 2006 - Dec 2007

Director, Product Strategy, Deferred Compensation Product

Defined the five year product roadmap for nonqualified deferred compensation product. Assessed the competitive marketplace and identified current product gaps that would influence future product direction.•Performed competitive analysis to forecast the annual sales of new plans to determine resource requirements and future asset and plan growth

 •Determined most effective strategy to generate new sales opportunities and influence client retention, identified pursuing organic growth with existing clients as the key to accelerating business growth to 20% per year

Apr 2004 - Oct 2006

Senior Services Manager

Provided technical support and subject matter expertise to internal customers and in the development of new product offerings and services.•Developed and maintained reference documentation that reflected benefits and constraints, best practice opportunities and client fit criteria to ensure client satisfaction and long term retention

 •Voice of Business on a team that managed the major redesign of 401(k) plan participant web portal that improved participant satisfaction, created more intuitive navigation, added additional transaction capabilities and increased overall online usage to 85% of customer contacts

Oct 1999 - Mar 2004

Director, Competitive Analysis

Provided defined contribution consulting support for Account Executives and Relationship Managers in the areas of plan design, competitive and comparative analyses and industry trends.•Influenced client and prospect on plan design, investments and product usage through the use of industry and peer group level benchmarking tools

•Increased client satisfaction and positively affected client retention with value-added consulting on plan design and peer comparisons on plan competitiveness

•Created and managed information repository and knowledge center for benchmarking data for use by Account Executives and Relationship Managers in client and prospect presentations

•Contributor and subject matter expert on the primary defined contribution industry benchmarking report, Building Futures; produced annually for the defined contribution industry, plan sponsors, prospects, consultants and national press

Mar 1997 - Oct 1999

Relationship Manager

Developed annual business plans designed around the client’s needs, goals and fiduciary concerns for their retirement plan. Introduced and delivered new products and services that improved plan administrative efficiency, profitability and overall client satisfaction with relationship.•Managed a strong client service team focused on the overall satisfaction of 10-12 clients and the retention of over $3.0 billion in defined contribution assets

Dec 1996 - Feb 1997

Query Resolution Team Leader

Fidelity Brokerage Services, Ltd. (FBG)

Selected for special short-term high exposure project within Fidelity Brokerage Services in the United Kingdom. •Managed the workflow and research of over 18,000 variances between the securities vault and newly converted brokerage system; reduced corporate risk/exposure from £160M to £12M within two months

1995 - 1996

Implementation Project Manager

Managed the implementation relationship between Fidelity and small company plan sponsors•Reviewed plan documents and consulted with clients on compliance and plan design issues

•Completed the successful and timely transfer of plan assets including the development of project timelines and reconciliation of trust assets

1989 - 1995

Prior Positions

  • Senior Control Accountant- Financial Operations
  • Account Manager/Auditor/Processor
  • Financial Services Registered Representative

Education

Education
1985 - 1989

BS

Purdue University
1981 - 1985

Cathedral High School

Certifications

Certifications

Series 6 and 63

FINRA