Manager, Client Relations

Posted on: 2007-03-22

Robyne L. Sautner 454 Oriole Street Phila., PA 19128 (267) 549-8184 [email protected] Benefit Consultants Group March 1998 - December 2006 Manager, Client Relations November 2002-December 2006 As a senior level Manager I was responsible for two departments with a total of 15 direct reports, working several shifts and at many different levels of expertise. Overall Responsibilities Handle escalated calls from any client requesting to speak with Management or Executive No limit decision making in order to ensure client satisfaction Review & approval of all outgoing correspondence to clients Ensure phone system is in proper working order & all recordings are set (regular business, holiday, etc) Hiring new team members Personnel review & raise approvals Personnel reprimand up to and including terminations if warranted Scheduling for proper coverage of inbound calls (2 depts. / 5 shifts/ 15 EE’s) First contact to client when notice of services being terminated is received to attempt to retain the client (75% success rate) Ensure overall client satisfaction per call via electronic survey (increase from 92% to 98% under my direction) Member of the Quality Task Force Team, ensure quality through out the company (consistently) Certified ISO 9001 Auditor ACT Now (employee recognition program) Co-Chair & Committee member Developed new service model to create new team (eventually coming under my direction) and enhance, improve & reconstruct already existing team (under my direction at the time) Developed presentation of department make up to assist in retaining new business & partnerships One contact out of only two for various vendors Monitor, review, improve & update website for client use (IT assistance) Manage inbound/outbound call center for calls to and from Participants of Retirement plans (i.e. 401 k; 403 b; DB;DC, etc.) Manage inbound outbound call center for brokers/financial consultants, plan sponsors/trustees and decision makers for the plans (approx. 2000 clients) Responsible for weekly, bi-weekly, monthly & quarterly reporting to the Executive Staff of all in bound/outbound calls, hold times, average call length, call type (subject) Review & explanation of participant quarterly statements Approve special requests for transaction processing Account balance updates Plan document review for specifications Provide Loan & hardship withdraw options when normal circumstances are exceeded Set weekly, monthly, quarterly & yearly goals for department Develop & teach 6 customer service training classes per year, for current & new employees as well as cross training for other departments new hires & current employees Various other duties as needed Responsible for answering technical questions of the plans Prior positions held at Benefit Consultants Group include: Senior Client Service Representative: February 1999-March 2002 Operations Assistant: August 1998-March 2002 File-room Clerk/Receptionist: March 1998-August 1998 Accomplishments & Certifications Successful conversion of analog phone system to VoIP phone system Reduction of open issues within 4 weeks from 463 to 198 Lead Participant Services in not only meeting their yearly goal but they were in the top 3 of the ACT now program 11 out of 12 months (placed 4th in the missed month .12 behind the 3rd place team) Lead the Retirement Plan Specialist to meet their annual goals as well as place in the top 3 of the ACT Now program 5 times Successfully completed certification of ISO 9001 for the first company to attempt certification in the Retirement Plan Industry for multiple companies Successful completion of ASSPA PA 1, 2 & 3 Certified Customer Service Training- Temple University Fred Pryor- Management Skills, as well as other enhancement seminars Third highest score in the company for the basic 401 k class. Score: 97 Series 6 & 63 course ( non licensed) ASSPA DC1 course (test to be taken in the Spring of 2007) Numerous client retention recognitions and client letters Developed & taught customer service training course: “Back to the basics” Developed reporting system for inbound and outbound calls (in conjunction with IT department) ACT NOW Committee member (one of five) & developer (client retention and satisfaction, goal meeting program) ISO 9001 Auditor Training Excellence First Committee member (one of ten) & developer for client retention and satisfaction Quality Assurance Task force member (one of four) Various other accomplishments as described in daily responsibilities Technology Experience Microsoft Word, Excel Microsoft Access Relius 11. 1 PowerPoint (certificate) Feith (scanning & work flow system) including design of workflows for departments and procedures Outlook MAS 2000 References available upon request