Customer Service Manager
Resume:
JENNIFER A. CHALUPA
Raritan, NJ 08869
**********@*****.***
EXPERIENCE
Aon Hewitt
Bridgewater, NJ
Benefits Operations Manager
July 2009 - Present
. Collaborate with Benefits Implementation Manager (BIM) to ensure proper
handoffs to operations team. Ensure processing documentation is accurate
and complete.
. Track and improve capacity and utilization of resources.
. Review and sign off on escalated Benefits Analysts (BA) deliverables
(e.g., data quality checks, client responses) to ensure ongoing adherence
to standard operating procedures that ensure high quality and provide
coaching and development of BAs to create a culture of continuous
improvement.
. Monitor client operations dashboard measures to proactively identify
impacts; identify, plan, and manage process improvement projects to
create year-over-year efficiencies in operations.
. Develop and deliver client-specific operational training.
. Provide client and third party administrator contact support for
participant and/or processing-related issues.
. Provide complete and accurate client responses for participant and/or
processing-related issues that are escalated to senior client contacts
(i.e., Director or VP).
. Integrate operations resources with Customer Service resources to provide
seamless participant resolution support with focus on participant
experience.
Benefits Operations Administrator
June 2007 - June 2009
. Researched complex participant benefit issues and formulated
resolutions/recommendations.
. Communicated with third party vendors to resolve enrollment/disenrollment
discrepancies for health and welfare benefits for approximately 120,000
end users.
. Assisted with benefit administration of expatriate/inpat benefits.
. Coached and trained over 70 customer service representatives with client
specific provisions annually.
Baypark Financial Group, Division of MetLife Financial Services
Iselin, NJ
Financial Services Intern
May 2006 - Aug. 2006
. Analyzed clients' financial status; contacted clients to revise plans due
to modified needs or changes in investment market allocations.
. Prepared and input life insurance/annuity applications to implement plan
selected by client.
Ethicon, Inc., Division of Johnson & Johnson
Somerville, NJ
Human Resources Intern June
2002 - Jan. 2006
. Served as PDM System Administrator for Ethicon, Inc. supporting
approximately 2500 end users.
. Provided timely status reports to HR Directors to assist with PDM
completion audit.
. Facilitated the initial launch of PDM system by providing help desk
support and PDM system training.
. Utilized the GHRDB Site to upload functional competencies, add employees'
data and create reports.
. Facilitated the launch of the HR Portal through content migration
(Documentum).
. Managed job requisitions and ran reports through STARS System to track
requisition status.
EDUCATION
Fairleigh Dickinson University
Madison, NJ
MBA
May 2011
Concentration: Human Resource Management and International Business, GPA:
3.67
University of Connecticut
Storrs, CT
BS in Business Administration
May 2007
Major: Finance, Major GPA: 3.29, Cumulative GPA: 3.09
SKILLS
Technical: Microsoft Word, PowerPoint, Access, Outlook & Excel; PDM
System; GHRDB; Documentum; STARs; Comp Nav., Total Benefit
Administration, XML, Lotus Notes, Maestro
Other: Excellent organizational, interpersonal, communication skills
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