Customer Service Project Manager
Resume:
GIOVANNA ROY
Cell: 978-***-****
Dracut, MA 01826 Email:
********.***@*******.***
http://www.linkedin.com/in/giovannaroy
SUMMARY
Well balanced leader in Benefits Administrator with over 10 years of Health
and Welfare administration and benefit outsourcing experience servicing
large and complex clients. Consistently presented a win-win product and
service solutions to diverse base Fortune 500 businesses. Primary client
service contact delivering optimal service and client satisfaction,
profitability and retention. Demonstrated the ability to proactively
identify customer issues, build relationships and work-to-solution to
ensure a high-degree of customer satisfaction and reference ability for
Health and Insurance, Defined Benefit and Defined Contribution plans.
Educated clients in maintaining a high level understanding of best
practices, company policies, and departmental policy documents for a
successful partnership. Provided technical and analytical support to
clients, internal team and consulting staff on client related work relating
to H&W plans, financial analysis and renewal negotiations. Project managed
implementations of new products, services, benefit plans and Annual
Enrollments. Owned the H&W end to end processing from implementation to
the ongoing team. Provide recommendations to Product Offering on new and
existing product offering and provide input on strategies for product
improvement. Reviewed, updated and provided input on Business Requirement
Documentation and User Processing Documents (UPDs).
-Basic Sale and Consulting -Conflict Resolution
-Human Resources & Benefits Presentation -Healthcare Plans
-Client Relationship Management -Team Management/Leadership
-Process Improvement -Vendor Management
-Contract Negotiation, Renewal & Request -Benefits Design, Administration &
for Proposal (RFP) Compliance
-Business Requirements/Change Management -Defined Contribution & Defined
Benefit Plans
Technical Skills: Windows Microsoft Suite, Access, PowerPoint, Outlook,
Internet Explorer, WebEx, Sales force, PeopleSoft, Oracle, Lotus Notes, HP
Quality Center, Sharepoint, UNIX and FTP.
EXPERIENCE
Collaborative Consultants, Burlington MA August 2010 -
Present
Contractor - Sr. Business Analyst
Client facing position responsible for participating in the collection and
documentation of client data requirements. Provided feedback on business
requirement document and UPDs from a quality improvement perspective,
suggested changes when necessary, to streamline operational/business
inconsistencies that might impact the ability to provide superior client
service. Analyzed gaps between requirements, client data and system
configuration, worked with client and internal partners as appropriate to
close the gaps. Identified, analyzed, reconciled and resolved data issues
in collaboration with Client. Demonstrated ability to understand the
global impact of decisions made. Contributed to overall client
satisfaction by seeking feedback and providing follow-up on client
requests.
. Successfully implemented Xtrac tool allowing new client and
customer service team to create workitems on participant issues.
No documentation supported the implementation of this tool.
Identified and utilized the knowledgeable resources available and
created standard procedures for future implementation.
. Worked within the assigned project team to review client materials and
provided input for the scope of the projects for Accounts Payable,
Payroll, QMCSO, POA, Subpoena, Employer Communications and Annual Imputed
income which were presented to the client. Obtained timely client sign
off and maintained milestones and deliverable dates.
. Confirmed that requirements met the client's expectations and are within
standard offering guidelines with a 98% success rate.
. Led the test plan validation of the Payroll and Accounts Payable extract
file. Provided error reports requiring resolution and updated the
recordkeeping source systems
. Implemented Health Care Reform changes. Incorporated the new
changes into the Plan and Event Business Requirement Documents,
i.e. dependent eligibility. Tested the event and confirmed it
worked properly.
. Developed a Single Client Feed Contingency Plan for manual
procedures and error resolution. The initiative provided the
client with assurance that procedures were in place to handle
manual updates and discrepancies resulting from the feed.
GIOVANNA ROY, 36 Brissette Street, Dracut MA, Cell - 978-***-****
Page 2
FIDELITY INVESTMENTS, Merrimack, NH October 2003 -
August 2009
Client Service Manager, Health and Welfare
Have a solid understanding of benefit plan principles. Successfully
implemented and administered clients' employee benefit programs such as
Medical, Dental, Life, LTD, AD&D, FMLA Policy, COBRA, ERISA, HIPAA, and
other federal/state regulations related to benefits. Responsible for
creating and reviewing monthly billing activity. Conducted Client
Quarterly Service Reviews for key stakeholders. Unsolicited feedback was
overwhelmingly positive. Monitored Service Level Agreements on a monthly
basis which was consistently met. Team lead and subject matter expert to
Benefit Specialist, Analyst, Project Manager and Offshore team.
. Honored with the "Outstanding Customer Performance" awards for
consistently resolving customer difficulties in an expedient and
tactful manner. Ensured that services, practices and processes met
client's business needs and were based on sound business decisions,
cost, risk, benefits analysis and profitability considerations.
Acted as liaison for Defined Contribution and Defined Benefit Plan
addressing client's questions and concerns, resolved or directed
the issue to appropriate colleague for resolution.
. Managed dissatisfied clients securing their confidence and
partnership which led to contract renewals and additional revenue
$200K for three or more years.
. Led diverse, cross-functional teams in the fulfillment of corporate
productivity, quality and bottom-line objectives. Team consisted
of 25 team members both domestic and overseas (India). Team effort
allowed a reduction in system fixes by 20%.
. Possess strong communication, customer service and organizational
skills, which increased customer satisfaction from 85% to 98% and
realized 100% on-time delivery of assigned projects.
. Collaborated with key members of the legal, consulting group,
vendor management and clients to develop and implement new benefit
programs at 100% client satisfaction.
. Provided data to assist clients in completing 5500 reports, Section
129 Discrimination, census, health strategies, audits and SAR.
Data and reporting completed accurately and with 100% timeliness.
. Consulted and implemented the Cobra Subsidy under the American
Recovery and Reinvestment Act. Project was completed earlier than
expected target date.
. Introduced, developed, and launched successful new products which
improved and automated processes and contributed $500K to bottom-
line profitability.
Associate Client Service Manager April 2000 -
October 2003
Responded to client inquiries to explain processes, streamline inquiries
and determine course of administrative action and acted as a backup to the
Client Service Manager.
. Provided support to Level 1 and 2 phone support group lending my
expertise in helping resolve employee issues to 100% customer
satisfaction. Provided coaching and mentoring when necessary.
. Addressed clients' complaints regarding reoccurring errors,
researched cause, developed a process to eliminate reoccurring
issue by working with the team to update resources and provided
training. Issues were resolved timely which met Contract Service
Level Agreement.
. Assisted with the testing effort for Net benefits (website) and
Voice Response System, a new automated enrollment channels for
clients ongoing as well as Annual Enrollment. Successful rollout
resulted in 24 clients to be implemented to the automated website.
Senior Health & Welfare Administrator October
1997 - April 2000
Counseled participants on a newly implemented, automated recordkeeping
system. Assisted in the Annual Enrollment by responding to questions
regarding their benefits and enrollment. Facilitated the Annual Enrollment
Training for the Participant Service Phone Group in two sites.
. Triaged work items for one of the largest clients for Health and
Welfare because of implementation and annual enrollment. Mentored
and trained 16 reservists using team building and product training
workouts. Reduced work items from 4000 to 125 in four months.
. Drove the automation of domestic partner process from paper to web
functionality. Structured both domestic partner form and
procedures to meet web format and client needs and satisfaction.
GIOVANNA ROY, 36 Brissette Street, Dracut MA, Cell - 978-***-****
Page 3
OTHER RELEVANT EXPERIENCE
THE MITRE CORPORATION, Bedford, MA
Retirement Program Administrator
Counseled employees on their Defined Benefit, Defined Contribution and
Health and Insurance plans; resolved complex employee issues regarding
their benefits. Produced and reviewed Defined Benefit calculations to
employees.
Prepared plans for annual corporate audit by making records and files
available to the auditor for review in the course of the plan audit. At
the conclusion of the audit, reviewed report results from auditor and
provided explanation and supporting documentation. All issues were
explained and Plan audit passed yearly.
Created summary reports and analyzed the progress of assets within the
pension plan.
EDUCATION
A.S., Business, Middlesex Community College, Bedford, MA
Office Administration, Burdett College, Boston, MA
AWARDS
2008, 2007, 2006, Outstanding Achievement
2005, 2004, Outstanding Customer Service
2005, 2004, Outstanding Achievement/Most Valuable
2006, Steady Eddie - Reliability
Organizations: New England Employee Benefits Council (NEEBC), SHRM - The
Greater Merrimack Valley Human Resource Association (GMVHRA), and Women's
Leadership Summit
Contact this candidate