Manager Customer Service

Anne Carpiniello

** **** ***** **** ~ Wilton, CT 06897 ~ Phone: 203-***-****

E-mail ~ ***************@***.***

A Client Services professional with a strong focus on customer service,

relationship management and issue resolution with demonstrated ability to

work collaboratively to resolve issues to the satisfaction of all parties.

Diverse experience in Business Process Outsourcing as well as Benefit Plan

Management in the retail, food service management, manufacturing and

biotechnology industries.

PROFESSIONAL EXPERIENCE

Applied Biosystems Inc. ~ Norwalk, CT

2008 to 2009

($2.1 billion NYSE provider of instruments, consumables, software, and

services used in the pharmaceutical, and biotech testing industries that

merged with Invitrogen Corporation in November 2008 to form Life

Technologies)

Senior Manager, Benefits Administration

. Managed employees responsible for the administration of all Health &

Welfare, Stock Purchase, Savings, Deferred Compensation and Retirement

Plans for 3,000 employees and 10,000 retirees and vested participants.

. Oversaw Open Enrollment project management, implementing a change in

Dental, Life and Disability carriers resulting in 5% overall cost

reduction.

. Responsible for vendor relationships with Aetna, UHC, Medco, Delta

Dental, Vision Service Plan, Prudential and Unum.

. Directed the administration of all programs for a divested group of 200

employees.

. Transitioned Pension and Health & Welfare plan administration to

outsourcing vendors.

. Improved Service Delivery by encouraging cross training and team

building.

ADP / National Account Services ~ Stamford, CT 1998 to

2008

($9 billion NASDAQ provider of business outsourcing solutions, including

human resource (HR), payroll, tax and benefits administration solutions

from a single source)

Service Delivery Manager II (2007 - 2008)

. Managed cross-functional teams for clients transitioning from

Implementation to Ongoing Service.

. Communicated and managed the implementation of new requirements for

clients.

Relationship Manager (2003 - 2007)

. Developed and maintained ongoing relationships with ADP clients as their

Business Partner and individual Client Executive Sponsor for benefits

outsourcing administration activities.

. Coordinated multi-region, multi-service strategic aspects to provide a

seamless delivery of service.

. Worked with Sales organization to present service offerings to existing

and prospective clients.

. Initiated and directed cross-functional review and resolution of

eligibility discrepancies during the implementation phase of system

configuration resulting in prompt rectification and client savings.

. Managed client expectations while resolving system upgrade resulting in

favorable outcome.

. Transitioned 12 client systems from seasoned service teams to start up

Service Center.

Client Service Team Manager (2000 - 2003)

Managed Health & Welfare services including Open Enrollment project

management for 17 clients.

Key member of task force assigned to improve scalability and efficiency.

. Received Service Awards for client management, issue resolution and team

building.

. Increased Net Processing Income by 11% through process re-engineering.

. Directed team assigned to review root cause and resolve critical data and

process errors with positive results.

Senior Client Service Manager (1998 - 2000)

Managed Health & Welfare services including Open Enrollment project

management for clients.

. Key member of Implementation team developing systems requirements,

testing and carrier interfaces.

. Earned Service Awards for client management and customer service.

Warnaco Inc.~ Bridgeport, CT 1994 to 1998

($2 billion NYSE designer, marketer, licensing and distributor of intimate

apparel and sportswear worldwide)

Director, Benefits Administration

. Managed Health & Welfare, pension and savings plans for 6,000 employees

and retirees.

. Oversaw acquisitions to ensure proper plan mergers and compliance.

. Introduced new medical programs resulting in $600,000 cost reduction.

. Implemented savings plan management transition and enrollment campaign

resulting in 67% increase in participation.

. Coordinated partial plan termination for defined benefit and contribution

plans affecting 1,600 participants; worked with Pension Benefit Guarantee

Corporation (PBGC) to ensure compliance.

Patterson Planning and Services ~ White Plains, NY 1993 to

1994

Employee Benefits Manager

Service America Corporation ~ Stamford, CT 1990 to

1993

Insurance Services Supervisor

IMRS ~ Stamford, CT 1990 to 1990

Personnel Manager

Dress Barn, Inc. ~ Stamford, CT 1983 to

1990

Benefits Administrator

EDUCATION

Syracuse University ~ Bachelor of Science

Family & Community Services

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