Project Manager Customer Service

David M. Shea

*** ******** ****** ******, ** ****6

617-***-**** *********@***.***

SUMMARY: Experienced business specialist with outstanding client relationship management skills and a keen

sense of detail.

EXPERIENCE:

3/03 – Present John Hancock Financial Services, Inc., Boston, MA

Senior Claims Assistant – Long Term Care Insurance

• Respond to problematic inquiries from the policyholders, vendors, providers and take on the challenge of

resolving issues internally at John Hancock.

• Adjudicate claims and communicate claim decisions to policyholders or their legal representative.

• Manage a high volume of caseloads for the resolution of claims.

• Maintain a positive working relationship with vendors, providers, policyholders and John Hancock business

units to ensure an efficient process.

• Assist in the implementation of new claim initiatives such as reduction of cycle time, and service

responsiveness to our policyholders.

• Train and mentor other Senior Claims Assistants on new claim initiatives.

Rebecca’s Café, Boston, MA

5/01 – 3/03

Business/Collections Analyst

• Worked closely with senior executives for major clients such as Massachusetts Institute of Technology and

Smith Barney to evaluate inventory and purchasing practices, improve profitability and reduce overhead.

• Researched and analyzed invoices and negotiated payment schedules with clients.

• Improved collections from 70% over thirty-days to 95% of payments received within a thirty day cycle time.

John Hancock Financial Services, Inc., Boston, MA

12/00 – 5/01

New Business Implementation Assistant Contract Assignment

• Coordinated the processing of 401k roll-overs into John Hancock plans.

• Verified, analyzed and calculated account information.

• Researched and prepared reports to highlight trends.

• Performed compliance reviews on 401k plans in trust administration.

• Ensured compliance with ERISA guidelines and regulations.

• Realized the need for client education and created instructional manuals to help them better understand their

plans.

Bain & Company, Boston, MA

8/99 – 11/00

Marketing Research Assistant/Project Manager Contract Assignment

• Conducted surveys of senior executives from major corporations to identify consumer and pricing trends in

industries such as insurance, health care, sports and fitness, and retail

• Analyzed marketing practices to understand the business base and changes in business performance.

SOFTWARE SYSTEMS:

Microsoft Word, Excel, PowerPoint, Access, Office, Lotus Notes, Lifepro, CSPP, Promise, CSWB, Customer Service Work Bench

EDUCATION:

Bachelor of Arts, Political Science University of Massachusetts Amherst, MA

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