Jennifer Proffit
Rochester
Summary
Professional leader in the retirement and financial services industry, specializing in strategic planning, client engagement, and operational excellence. Proven track record in leading complex plan conversions, ensuring compliance, mitigating risks, and consistently exceeding client expectations. Skilled in fostering cross-functional collaboration and effective communication in fast-paced environments while maintaining keen attention to detail and a holistic perspective.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Vice President, Client Experience Manager
Voya Financial
03.2015 - 06.2025
- Lead the strategic onboarding process for new clients, ensuring timely and accurate setup of accounts and Client Operations services across various work streams.
- Serve as the primary point of contact for the firm throughout various stages of the onboarding and transition process to offer a best-in-class experience.
- Develop and implement onboarding strategies that align with client needs and organizational goals, leveraging best practices across all teams.
- Collaborate with Sales, Client Service, Product, and Technology teams to ensure all client requirements are met and integrated seamlessly.
- Identify and implement process improvements to enhance efficiency and reduce risk. Monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure compliance and performance standards are met.
- Develop detailed project plans, allocate resources, and track progress to ensure successful project execution. Facilitate project meetings, communicate project status to stakeholders, and manage project risks and issues effectively.
Team Leader
Mercer HR Services
01.2005 - 10.2014
- Maintained strict confidentiality in handling sensitive corporate documents and communications, safeguarding company reputation and client trust.
- Improved interdepartmental communication by creating standardized templates for routine correspondences.
- Managed high volumes of daily inbound and outbound mail traffic, ensuring accurate delivery and timely receipt of important communications.
- Increased accuracy in document processing by implementing thorough proofreading procedures before dispatching official correspondence.
- Coordinated with various departments to ensure timely responses to client inquiries and concerns.
Various Management and Service Related Postions
Putnam Investments
11.1994 - 01.2005
- Managed department responsible for communicating to all plan participant inquiries received through the internet or in writing.
- Orchestrated within the organization to research, resolve, and respond to inquiries from plan participants, regulatory bodies and state agencies on behalf of the Office of the President.
- Responsible for defining, creating and continuously improving departmental procedures for productivity and efficiency.
- Execute timely problem resolution skills to decrease financial exposure due to volatile markets.
- Analyze and administered all department reporting distributed to Senior Management.
- Collaborated with Senior Management on the annual budgeting process for department.
- Contributed in the development and implementation of assigned projects such as Chat.
- Responsible for the hiring, training, and mentoring of all employees within the department in career development.
Education
Bachelor of Science - Business Administration
Plymouth State College
Plymouth, NH05.1994
Skills
- Effective relationship management
- Strategic decision-making
- Problem-solving skills
- Collaborative team management
- Team management in sales and marketing
- Continuous process evaluation
Certification
FINRA Series 6, 63
Liscenses
Series 6 & 63
Timeline
Vice President, Client Experience Manager
Voya Financial
03.2015 - 06.2025
Team Leader
Mercer HR Services
01.2005 - 10.2014
Various Management and Service Related Postions
Putnam Investments
11.1994 - 01.2005
Bachelor of Science - Business Administration
Plymouth State College
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