Project Manager Customer Service

Gretchen E. Schultz

**** *. ********* *** ( Chicago, IL 60640 847-***-**** (

********@*****.***

Project Management Professional

Summary

Project Management and Operations Professional who demonstrates first-rate

skills while managing complex and multi-threaded projects. Proven ability

to manage people and projects with a focus on delivering top quality

results, highlighting process improvements and maintaining well-managed and

on time projects.

Areas of Expertise

Project Management

System Development Life Cycle Methodology

Benefit system implementation

Employment Experience

Aon Consulting, Glenview, IL

Service Delivery Manager; July 2009 - Present

. Managed Annual Benefits Enrollment 2010 for 5 clients, comprising Fortune

500, unionized and multi-national corporations, and who have over 200,000

participants.

. Identified areas of client needs which resulted in over $100k in out of

scope revenue.

. Created many process improvements for Health and Welfare projects which

resulted in 12% increased efficiency for team members.

. Successfully maintained a client relationship with a firm reference

client

. Oversaw a recruiting drive to hire 10 Benefit Specialists and Processors

to quickly meet client needs.

. Implemented performance increasing measures for 2 large clients which

increased revenue 7% from these clients.

. Supervised and mentored a team of 5 Benefits Specialists and Processors

. Reviewed and audited process documentation for several clients and

presented findings to upper level management.

. Consulted with clients on their future benefits planning goals and

provided feedback on how to achieve and implement these goals in the most

cost efficient and effective manner.

. Implemented American Recovery and Reinvestment Act (ARRA) reforms for

COBRA clients and monitored the implementation for compliance issues.

Aon Consulting, Glenview, IL

Senior Project Manager; March 2008 - July 2009

. Oversaw from planning through completion the implementation of the

benefits system of a complex Health and Welfare Client

. Created daily ongoing processing for all aspects of Health and Welfare

administration

. Implemented COBRA Severance Process for 12 clients

. Administered Health and Welfare benefits with 26 different plan

structures

. Established a training manual for call center employees on client

protocol and conducted training classes for over 50 employees.

. Managed Annual Benefits Enrollment 2009 for 6 clients with over 50,000

participants and which bring in over $4 million in annual revenue

Hewitt Associates, Lincolnshire, IL

Benefit Operations Manager; April 2006 - March 2008

. Supervised the daily operations and service delivery of Defined Benefit

and Defined Contribution plans

. Gained extensive knowledge of Defined Benefit Plans and Legislative

requirements for effective and compliant plan administration.

. Planned, directed, and managed complex projects

. Managed new implementations from the requirements to the ongoing phase,

including events in transition

. Analyzed results of operations to discover more efficient ways to utilize

resources

. Reviewed project status reports during each operational phase

. Maintained daily client and third party vendor contacts

. Resolved escalated client and participant issues

. Trained and mentored business analysts on plan provisions and in-house

systems

Hewitt Associates, Lincolnshire, IL

Defined Contribution/Defined Benefit Project Manager; October 2002 - April

2006

. Manage the day-to-day customer service delivery and operations of the

Benefits Center team including overseeing 12 associates.

. Extensive knowledge of Defined Contribution Plans and Defined Benefit

Plans

. Responsible for quality assurance, operational management, excellence and

a cohesive team environment.

. Selected as practice area training coordinator for new associates on

clients' plan provisions.

. Acted as a liaison between plan participants and third party plan

administrators.

. Provided formal coaching and feedback to associates on plan accuracy and

customer service skills.

. Assessed prospective employees as part of an interviewing team and

provided input on hiring decisions.

Education

North Central College; Naperville, IL

Bachelor of Arts, 1999

Technology Skills

Microsoft Windows XP, Vista, and Windows 7; Microsoft Office including

Word, Excel, Powerpoint, and Access; Lotus Notes and Database Management;

Netscape; Novell Applications; Various proprietary software applications.

Volunteer

American Cancer Society; 2010

Misercordia Foundation; 2008, 2009

Autism Society of Illinois, 2009

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