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Work Background
Black Travel ExpoCEO
Jul. 2021Atlanta, Georgia, United States
MissionSquare Retirement (formerly ICMA-RC)Senior Specialist
Apr. 2012 - Jul. 2021Washington D.C. Metro Area• Provide daily workflow updates, productivity measures, and quality statistics.
• Ensure file errors and reconciliation problems are resolved daily and root causes are addressed to avoid recurring issues. • Analyze results, trends and errors to determine training requirements and staffing necessary to meet departmental goals.
• Develop and implement process improvements that maximize efficiency, leverage resources and build cross-functional teamwork within the department.
• Monitor and evaluate associates performance and provide feedback on a monthly basis.
• Coach associates to help improve the quality of technical processing, problem solving, daily reconciliation and customer service approaches.
• Conduct bi-weekly team meetings to facilitate teambuilding, share internal goals and communicate company initiatives.
• Assist in ongoing development, documentation and execution of processing procedures and internal systems.
• Assure timely, accurate and courteous support to clients.
• Act as unit lead in user testing efforts and other contribution-related systems. • Perform UAT testing when needed to ensure the quality of system enhancements.
• Organize and participate in disaster recovery exercises.
WealthEngineClient Services Specialist
Jan. 2010 - Mar. 2012Bethesda, Maryland• Supervised a team of client service associates.
• Managed account base of 3,700 + clients.
• Managed clients such as nonprofits, hospitals, institutions of higher education, political campaigns, advocacy groups, luxury organizations and financial services firms.
• Trained clients on effectively identifying individuals net worth, income, lifestyle and affinities.
• Managed clients with fundraising efforts and assisted marketing and business development professionals on creating strategies to extend their reach and build their prospect pipeline.
• Managed product on-boarding process, implementation and service initiation.
• Conducted in-person and webinar trainings.
• Monitored client usage to promote and encourage contract renewals.
• Identified possible up-sell opportunities.
• Identified client trends and effectively communicated with product development team to improve product offerings.
• Contributed to special projects such as client surveys and updated website knowledge base.
Kammet, LLCAssistant Project Manager
May. 2007 - Jan. 2010Hamilton, Bermuda• Assisted in the selection and hiring process of project design team.
• Supervised project design process, providing drawdown schedule, constructability and budget input.
• Engaged, directed and managed engineering consultants and architects as needed to complete projects.
• Reviewed and interpreted plans and specifications for approvals and permits.
• Provided day-to-day management, technical direction, supervision and coordination of construction activities.
• Reviewed and tracked project invoices to ensure funding aligned with adjusted contract value and work completed.
• Assisted with on-site meetings and prepared meeting notes.
CiscoAccount Relationship Manager
Jan. 2005 - Dec. 2007Atlanta, Georgia• Increased new and existing account growth by achieving revenue targets of 2MM+ annually.
• Managed assigned Cisco accounts, developed account strategies, conducted cold calls and retained client relationships.
• Organized key partnerships specifically with regional sales teams.
• Established account renewals, lead generation and strategic accounts.
• Performed sales presentations via Webinar or on-site.
• Developed strong verbal and written communications as well as account management skills.
LexisNexisAccount Relationship Manager
Jan. 2000 - Dec. 2006Alpharetta, Georgia• Main point of contact and account manager for assigned client base.
• Produced specific portfolio customer management reports.
• Implemented process and procedure changes to prevent recurring issues.
• Resolved and documented client issues in an accurate and timely manner.
• Coordinated and executed sales support projects, sales presentations and bi-annual account reviews for clients.
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