Summary
Overview
Work History
Education
Skills
Awards
Accomplishments
Affiliations
Timeline
Work Availability
Work Preference
Quote
Software
Languages
Generic

Angela Reid

Client Success Manager
Calgary,Canada

Summary

Goal-oriented Client Success Manager adept at promoting customer loyalty and maintaining retention with proactive and hands-on strategies. Effective at giving customers highly positive experiences as primary liaison and company representative. Ready to bring 15 plus years of experience and take on challenging new role.

Overview

15
15
years of professional experience

Work History

Client Success Manager

Morgan Stanley
Calgary, Canada
04.2021 - Current
  • Address customer needs and challenges while keeping other team members updated with ongoing client requests and requirements
  • Educate clients on account services with the use of Salesforce and Zendesk
  • Enhance new and existing client relationships through active communication with clients, processing client requests, resolving inquiries, providing guidance
  • Handle complaints from participants, ensuring all situations are closed off or escalated appropriately
  • Actively engage in available training and education programs – including firm strategic priorities, professional development and staying current on policies, procedures
  • Onboard and maintain client accounts, including collecting client information and required documentation, capturing, and assessing risk, processing money movement transactions
  • Input orders at the direction of clients and/or Financial Advisor(s), discuss reinvestment options and corporate actions with clients at the direction of Financial Advisors
  • Review and take appropriate action on client account alerts
  • Work closely with all team members, ensuring information is shared as appropriate
  • Develop and cultivate lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills
  • High attention to detail, organization, and management of multiple tasks and projects simultaneously

Vendor/Relationship Manager

Jones Lang LaSalle (JLL)
Toronto, Canada
08.2016 - 01.2020
  • Monitored compliance and financial strength per client requirements and firm policies to drive vendor performance and relationship
  • Facilitated vendor review meetings using fact-based, diplomatic and frank discussions with vendors regarding exceptional performance while discussing opportunities for improvement where needed
  • Spearheaded internal process improvements identified through collaborating with suppliers
  • Ensured supporting documentation was 'audit ready' to meet the client’s quarterly audit cycle deliverables
  • Managed and developed strategic vendor relationships through a quarterly business review (QBR) process driving performance
  • Developed and monitored Key Performance Indicators (KPI) Service Level Agreements (SLA) and compliance for suppliers as per agreement
  • Communicated with the senior management team regarding vendor performance and relationships
  • Contract Management

Cost Control Manager

Jones Lang LaSalle (JLL)
Toronto, Canada
05.2011 - 07.2016
  • Performed month-end and year-end close activities, from balance sheet and cash account reconciliations to financial statement preparation
  • Prepared monthly financial package and submit timely to the Finance Director or Accounting Manager for review and approval to finalize reporting within deadlines
  • Ensured all bank statements are reconciled on a timely basis and follow-up on old outstanding checks and reconciling items monthly
  • Prepared all balance sheet account reconciliations and work papers for audits
  • Reinforcing contract for the client to ensure all rules are followed
  • Prepared accruals so we meet and stay on budget for each month and year
  • Assisted with the calculation of fees (i.e., Management and Incentive) as needed
  • Ensured compliance with both Jones Lang LaSalle Internal Audit and Client Accounting Services internal review standards
  • Recorded cash receipts, receivables, and other journal entries as appropriate
  • Responded to Customer and Vendor inquiries via written or verbal communication
  • Worked on Special projects and other functions as required by manager or client

Education

Diploma - Hospitality and Tourism Administration

Centennial College of Applied Arts and Technology
Toronto, ON
01.2008

Diploma - Correctional Worker

Centennial College of Applied Arts and Technology
Toronto, ON
01.2004

Skills

  • Building Stakeholder Partnerships
  • Customer Experience Management
  • Proficient in Client Advocacy
  • Training Management
  • Effective Stakeholder Engagement
  • Performance Reporting
  • Customer Support Expertise
  • Experience with CRM Platforms
  • Deadline oriented
  • Customer satisfaction
  • Agreement compliance
  • Staff training
  • Client education
  • Client relationship management
  • Stakeholder relationships
  • Key performance indicators
  • Risk mitigation
  • Client onboarding

Awards

Canadian Hospital Foundation Excellence Awards

Sports Alliance Special Events Practicum Award

Accomplishments

  • Employee of the Month Recognition

Affiliations

  • Centennial College School of Hospitality, Tourism, and Culture Program Advisory Committee Member
  • Panelist, Centennial College School of Hospitality, Tourism, and Culture Inaugural Symposium

Timeline

Client Success Manager

Morgan Stanley
04.2021 - Current

Vendor/Relationship Manager

Jones Lang LaSalle (JLL)
08.2016 - 01.2020

Cost Control Manager

Jones Lang LaSalle (JLL)
05.2011 - 07.2016

Diploma - Hospitality and Tourism Administration

Centennial College of Applied Arts and Technology

Diploma - Correctional Worker

Centennial College of Applied Arts and Technology

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Location Preference

RemoteHybridOn-Site

Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Software

Microsoft Office Suite

SalesForce

JD Edwards

ShareWorks

Languages

English
Native language

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Angela ReidClient Success Manager