ALLISON REED
Client Services Manager
Boston, MA · a.reed@email.com · (555) 679-0123
Summary
Client services manager with 10 years leading service teams for wealth management clients. Manages a $40M book of business with a 96% client retention rate and leads a team of 8 client service associates.
Experience
Client Services Manager · Charles Schwab
2019 - Present
- Lead a team of 8 client service associates supporting 900+ high-net-worth accounts worth $40M in assets
- Achieved 96% client retention and a 72 NPS, both top-quartile within the region
- Redesigned the escalation process, cutting average resolution time from 3 days to 8 hours
- Manage quarterly business reviews for the top 40 relationships, covering $18M in managed assets
Senior Client Services Associate · Edward Jones
2014 - 2019
- Managed a portfolio of 250 client relationships, maintaining a 98% satisfaction rating
- Mentored 5 junior associates, 3 of whom were promoted within 18 months
- Onboarded 120 new households, cutting average account-opening time from 9 days to 4
Client Service Representative · Fidelity Investments
2012 - 2014
- Handled 60+ inbound client calls daily on transfers, distributions and cost-basis questions
- Logged all interactions in Salesforce, keeping notes 100% complete across 4 quarterly audits
- Resolved 88% of client issues on first contact, 6 points above the service-center benchmark
Education
B.S. Finance — Boston University · 2014
Skills
Client Relationship Management, Team Leadership, Salesforce, Account Retention, SLA Management, Escalation Management, CSAT/NPS, Process Improvement, KPI Reporting, Vendor Management
Certifications
Series 7 General Securities Representative, FINRA
Series 63 Uniform Securities State Law Examination, FINRA
Series 24 General Securities Principal, FINRA
Key Achievements
Named Regional Service Leader of the Year, Charles Schwab Northeast Region, 2022
Retained a $6M relationship at risk of transfer after a two-quarter service recovery plan
