Delivers fractional leadership and strategic consulting in Client Experience (CX), Customer Success (CS), and Voice of Customer (VoC) programs. Serves as a trusted advisor to startups, small businesses, and established firms seeking to elevate client engagement, operational excellence, and retention strategies. Combines hands-on consulting with thought leadership through blog content, podcasting, and AI training initiatives.
• Retained key accounts by anticipating needs and delivering service. Overcame obstacles that prevented clients from issuing RFPs.
• Acted as a fractional CX leader for a small business client. Developed end-to-end client experience strategy that included customer journey mapping, communication workflows, client health metrics, and CSM tool optimization.
• Advised a research firm on client servicing models within financial services, with a focus on treasury management client experience.
• Supported a management consultant with market insight into the cash sweep pro

Navigated BNY Mellon's extensive resources effectively to act as the principal day-to-day contact and escalation point for servicing issues across large, complex institutional clients. Partnered closely with Client Accounting, Performance, and Analytics Teams, and Relationship Executives to offer tailored and proactive service to a diverse client base, including public funds, corporations, and endowments. Spearheaded the seamless introduction and execution of new investment manager implementations, transition management, and strategic asset reallocation, significantly enhancing the client experience. Leveraged expert coordination across various functional teams to swiftly address complex service challenges and proactively anticipate client requirements. Oversaw the operational and administrative aspects of client accounts, streamlining processes and improving efficiency through technological solutions. Transited operational teams towards a customer-centric approach, optimizing service

Directed the development and execution of innovative strategies to deepen client relationships and resolve complex issues across the BNY Mellon organization. Monitored client satisfaction through regular feedback, surveys, and direct communication, implementing improvements based on client feedback. Oversaw the processing of new account openings and asset reallocation events, ensuring accuracy and efficiency throughout the workflow.
• Promoted from Assistant VP, Client Service Officer to VP, and Service Director by exhibiting exemplary performance.
• Oversaw plan assets and client relations, handling portfolios ranging from $1B to $10B.

Led client service and operational support for RIA Technology company on their most significant client. Coordinated cross-functional teams to scale account activity and enhance service delivery.

Provided RFP Support for Investment Management Company

• Partnered with Relationship Managers, Portfolio Managers, Product Managers, Analysts, Traders, Operations, consultants, and custodians in providing client service to over 25 sophisticated clients with over $6B AUM. Serviced 3 of the 4 largest separate ac-count clients, and 5 of 10 largest U.S. Corporate Plan Sponsors.
• Produced over 75 client and consultant presentations annually, including performance reporting, attribution analysis, quarterly commentary, product commentary, and portfolio reviews.
• Drove multiple transitions of over $1B in assets to new portfolio structures for clients, providing greater flexibility over asset allocation and simplifying their investment operations.

• Built and managed relationships with external institutions such as clients, custodian banks, and fund administrators, to accommodate increases in the institutional client base and ensure client satisfaction.
• Served as a Liaison between Portfolio Teams, Operations, Trading, Marketing, and Accounting to create effective communications across multiple internal teams, increasing our ability to manage the customer experience.
• Coordinated client reporting and assisted in client content production and database management.

• Maintained relationships with 2 of the company’s largest clients ($85B AUC) and their external investment managers to drive cus-tomer satisfaction and retention.