Kristine Smales
Pittsburgh
Summary
Client service and product ownership professional with a track record of strengthening client relationships and optimizing team performance. Skilled in analyzing account metrics and fostering effective communication to promote continuous improvement. Committed to delivering exceptional service while ensuring compliance with organizational standards.
Overview
1
1
Certification
11
11
years of professional experience
Work History
Account Manager
BNY
09.2025 - Current
- Managed portfolio of client accounts as primary point of contact, ensuring high-quality service delivery and long-term relationship retention.
- Negotiated and maintained commercial terms, including pricing and contracts, aligning client needs with organizational goals.
- Led client communications and escalations professionally, strengthening trust and ensuring compliance with company policies and service standards.
- Analyze account performance and client feedback using Microsoft Dynamics to identify trends, recommend improvements, and support data-driven decision making.
Product Owner
BNY
03.2024 - 09.2025
- Led presentations and facilitated discussions with internal and external prospects to align on program goals, expectations, and outcomes.
- Functioned as a liaison between business stakeholders and operational teams to facilitate clear communication of organizational initiatives and project goals.
- Partnered with cross-functional teams to identify operational gaps and implemented process improvements, enhancing employee and client experiences.
- Gathered feedback from teams and clients to recommend actionable improvements to policies, processes, and service deliverables.
Client Service Manager
BNY Mellon
01.2022 - 03.2024
- Resolved complex issues as primary escalation point, leveraging communication and problem-solving skills to enhance client satisfaction.
- Monitored team performance and operational metrics to identify and implement improvements for increased service delivery.
- Trained and mentored employees on policies and procedures, fostering a strong understanding of performance expectations.
- Supported workforce development by coaching staff and promoting continuous learning and professional growth.
Team Lead
BNY Mellon
10.2018 - 12.2021
- Supervised team members to ensure delivery of high-quality client service and operational support.
- Mentored team members to enhance skills and maintain service quality standards.
- Facilitated onboarding and training of new employees, guiding on procedures and best practices for smoother integration.
- Collaborated with leadership to improve training programs and streamline operational workflows.
Benefit Disbursements Representative
BNY Mellon
01.2016 - 10.2018
- Supported clients with benefit disbursement services, ensuring adherence to organizational policies and enhancing client trust.
- Investigated and resolved client inquiries through research, documentation review, and collaboration with internal teams, improving client satisfaction.
- Delivered high-quality customer service across multiple communication channels, fostering positive client relationships.
- Balanced daily and monthly processing cycles to maintain operational accuracy and efficiency.
Education
M.A.T - Elementary Education
Chatham University
Pittsburgh, PA12-2008
B.A. - History of Art & Architecture
University of Pittsburgh
Pittsburgh, PA05-2006
Skills
- CRM management
- Data analysis
- Client needs assessment
- Service improvement
- Cross-functional collaboration
- Team management
- Performance evaluation
- Employee training
- Client advocacy
- Relationship management
- Problem resolution
- Communication effectiveness
Certification
- Certified SAFe 6 Product Owner/Product Manager
Affiliations
- Active Member, BNY Employee Business Resource Group | WIN Women's Initiative Network
- Active Member, BNY Pittsburgh Regional Cohort | AWE Advancing Women Executives
- Circle Mentee, BNY Global Mentoring Program 2026
Timeline
Account Manager
BNY
09.2025 - Current
Product Owner
BNY
03.2024 - 09.2025
Client Service Manager
BNY Mellon
01.2022 - 03.2024
Team Lead
BNY Mellon
10.2018 - 12.2021
Benefit Disbursements Representative
BNY Mellon
01.2016 - 10.2018
M.A.T - Elementary Education
Chatham University
B.A. - History of Art & Architecture
University of Pittsburgh