Customer Service Project Manager

Justin J. Gregory ****************@*******.*** 773-***-****

Overview

My professional background over the past 10+ years consists of experience in four major areas of focus. I have

proven track records and solid work references in each of the following private and public work environments:

Corporate Risk Management: Employee Safety Training, Loss Control, WC & GL Claims Administration

Employee Benefits Administration: Billing, Eligibility Reporting, Employee Claims, COBRA Administration

Commercial Insurance Brokerage Client Relations: Account Management, Claims Analysis, Loss Control

IT Software Applications: Risk Management and Human Resource Consulting and Training

I have consistently rated in the top 5% or higher during annual performance based reviews. I have won customer

service awards for exceptional client account management. I have an entrepreneurial spirit and a keen marketing

and sales aptitude developed during opportunities where establishing new brands within Chicago marketplace were

the main team objective.

Experience

January 2008 – Present Regional Consultant Zywave, Inc. Telecommute from Chicago, IL

Zywave is a provider of insurance brokerage software solutions with a focus in the following areas: risk

management and HR resource client portals and websites; employee benefit agency management systems; lead

management sales tracking tools; broker and independent agent marketing and communication tools; property and

casualty claims analysis solutions; and midsize and large group employee benefits claims analysis solutions

Achievements

1) 100% of 2008 individual goals were accomplished

2) Received the maximum raise percentage and bonus after 2008 annual review

3) 90%+ retention rate achieved despite organizational changes in product pricing and market exclusivity

4) Creation and co-author of companywide consulting best practice

5) Authored strategic consulting sales presentation for agency producers

Regional Consultant core competencies and daily responsibilities include managing a territory within the

Southeastern U.S. (MD, KY, TN, NC, SC, GA, AL, AR, MS, LA, FL) with clients consisting of 120+ independent,

bank owned, and regional insurance brokers

Accountable for approximately $5 million in annual product revenues

Execution of client retention strategies and product return on investment calculations

Implementation of new product sales initiatives via GoToMeeting and in person presentations

Creation of training curriculums for clients

Authored several client resource templates

Implementation of consulting initiatives related to Risk Management and HR topics with all levels of agency

staff including principles, partners, owners, producers, sales executives, account managers, claims

professionals, loss control coordinators and IT managers

Consulting sessions included large group presentations relating to the following topics:

• Importance of branding and marketing your agency

• Prospect proposal overhauls

• W ellness campaign implementation

• Benefit statement project implementation

• Employee safety manual design

• OSHA 101 and general industry standards

• Safety committee implementation

October 2001 – December 2007 Assistant Vice President Dewitt Stern Group, HRH, Marsh, Near North

Core commercial insurance brokerage experience ranges from three main areas: client service, production and

carrier marketing within the following industries: professional sports teams, large venue and convention

centers, public entities, manufacturing, wholesale, restaurants and entertainment

My transition from the corporate risk management and benefits administration to the commercial insurance

brokerage arena allowed me to contribute in many different roles and expand and perfect my customer service and

client retention skills

In the timeframe of approximately six years, I increased my performance based compensation nearly 150% while

working as a Claims Analyst, CSR, Account Manager, New Business Marketing, Private Equity Due

Diligence Coordinator, Account Executive and Producer

Brokerage experience focuses on the consultative area of risk management, loss control, prevention, and

safety for example; I have assisted clients with fleet safety programs and general safety manuals

Production obligations are focused on building and maintaining client relationships and expanding client

base by continually exploring prospecting opportunities for new business

Relationships established with global, national, and regional insurance carriers including extensive

experience marketing and negotiating during the client insurance renewal process

Exposures identified for clients by analyzing their business processes, as well as assisting them with the

entire risk management function; this includes the complete property and casualty insurance purchasing

process for example; collecting underwriting data, preparing submissions, interacting with insurance

carriers, preparing renewal proposals, and presenting proposals to clients

Meeting facilitation with clients to discuss the state of the insurance market, risk management strategies,

renewal plans and timelines, resolve general problems, claim reviews, loss control safety committees, and

property engineering studies

Customer Service skills include resolving insurance issues related to claims and billing, making changes

to policies, and responding to policy and coverage related questions, creating claim trending and analysis

reports, certificate of insurance requests, and contract review

September 1999 – October 2001 Lettuce Entertain You Chicago, IL

Coordinator

Risk Management

Contributed to a savings of $800K in Workers’ Compensation claims costs over a two year period by

creating and implementing an employee return to work program which held both the restaurant and the

employee responsible for open communication during the post accident process

Tasks included overseeing day-to-day operations such as claim reporting, investigation of claims, bill

processing, responsible for employee-modified duty return to work program

FMLA eligibility reporting

Familiar with IL, MN, NV, and AZ Workers’ Compensation laws

Conducted Workers’ Compensation training seminars

Manager liaison for safety and loss prevention

Certificate of insurance tracking for all locations

Group Insurance and Employee Benefits

Billing and premium allocation project manager: tasks included monthly processing of Group Health,

Dental, Life, and LTD premiums for 40+ locations within the company (1,700 life group)

Performed benefit orientations for hourly and salaried employees

Responsible for eligibility reporting, resolving employee claim and payroll deduction disputes

Wrote training materials for management training program

Additional responsibilities included SPD review, ad hoc projects with IT department to streamline Group

Insurance operations, and employee fulfillment specialist

COBRA Administrator: responsible for company compliance including notifying all participants of their initial

notification and qualifying event rights and responsible for premium collection for participants

July 1998 – June 1999 Client Representative/Project Leader Hewitt Associates LLC Lincolnshire, IL

Group Benefit Administration for the GTE South Central U.S.; including administration of Medical and

Dental products for GTE’s entire non-union, union, and retiree population totaling 150,000 participants

Tasks included employee eligibility reporting, resolving claim disputes, premium reporting, and client

interaction with GTE’s HR HEALTHCARE MANAGEMENT GROUP

Responsible for customer service support for over 75 participant service representatives

Conduct new participant service representative Managed Care Organization training

Expert user with the in-house payroll/benefits on-line software called Total Benefits Administration (TBA)

May 1998 Loras College Dubuque, IA B.A. Psychology & Minor Business Administration

Additional Information

1997 summer internship AT&T Solutions GSCS Durham, NC Assistant to the HR Director

Property and Casualty/Life and Health License (pending re-application): Illinois

MAC; Windows; Microsoft Office Suite proficiency with above average Excel user knowledge; Access;

Lotus Notes; Internet usage; familiar with Payroll/HRIS and RMIS functionality; Applied Systems Sagitta as

well as a wide range of Agency Management Systems; CSR-24 and CertsNow; Zywave Product

Champion; Salesforce.com CRM

2007 Board of Directors – Bella Vita Condominium Association (32 Unit Building)

2002 Near North Customer Service Excellence/CEO Award winner

1996-1998 SHRM (student chapter)

1996-1998 Psychology Club

1994-1996 NCAA Division III Men’s Baseball

References

Craig Hudson Director of Risk Management, Lettuce Entertain You

Jim Stenstrom VP & Director of Risk Management, Roundy’s

John Kuehn Regional Manager, Zywave

George Mangan Executive VP, Dewitt Stern Group

Steve Foley CFO, United Conveyor Corporation

Patty Pappas Senior VP/Account Executive, Marsh

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