Project Manager Customer Service

Thomas Riegling

Email: *********@********.***

Address: *** ******** ****

City: Flower Mound

State: TX

Zip: 75028

Country: USA

Phone: 214-***-****

Skill Level: Experienced

Salary Range: $65,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

THOMAS J. RIEGLING

915 Hillside Lane * Flower Mound, TX 75077 * 972-***-**** * *********@********.***

QUALIFICATIONS FOR PROJECT / OPERATIONS MANAGEMENT

Possesses over thirteen years of experience as a project manager with Fortune 500 companies; background includes ten years in operations and account management, seven years in process development and implementation, and twelve years in customer service. Proven track record in implementing new projects as well as devising administrative and operational strategies and solutions. Adept in designing and delivering web-based and classroom training for clients and peers. Leverages strong relationship-building skills to drive the success of cross-functional corporate initiatives.

KEY CONTRIBUTIONS

* Aided in the implementation of 280 clients onto a new service platform including documentation review for internal partners and also provided training to associates on new system.

* Developed and implemented a strategy for transitioning the recordkeeping of 350 benefit plans and over $60 million in assets for 1st Global Inc. Proposed a web-centric product redesign that provided clients with greater flexibility while improving internal efficiency, reducing operational costs, and increasing the profitability margin.

* Instituted internal tracking methods to drive cooperation with internal Fidelity Investments partners, resulting in enhanced implementation of new client business as well as greater client satisfaction. Developed an online program for training new clients on the use of Fidelity applications, reducing calls for assistance and generating substantial operational and travel savings.

* Resolved hundreds of internal errors, saving ADP Retirement Services client Allianz Insurance Group thousands of dollars annually in operating expenses.

CAREER TRACK

Fidelity Investments, Managing Director 2011 to Present

Accomplished retirement development strategist with concentration on growth and retention programs that focus on impact, profitability, and reach within highly competitive retirement industry. Expertise in performing needs assessment and analysis of revenue generating opportunities that partner internal initiatives with customer objectives. Proven ability to build cohesive teams, establish instant rapport, and implement client-centric solutions

Fidelity Investments, Client Service Manager 2008 to 2011

Aided in the implementation of 280 clients onto a new service platform including documentation review for internal partners and also provided training to associates on new system. I also provided status and feedback to upper level management on the progress to the new service platform. I facilitated training for new and existing client s on web-based tools used to administer their retirement plans. Provided guidance and consulted with clients on their retirement plan documents and recordkeeping data. I facilitated meetings with clients in person and via teleconference for new service implementations, plan design, and recordkeeping administration.

Fidelity Investments, Implementation Project Manager II 2000 to 2002 and 2005 to 2008

Planned and led the implementation of emerging market retirement and payroll plans. I conducted surveys and compiled client feedback to improve customer satisfaction on the implementation process. I facilitated online interactive training for clients on the use of web-based tools for administering payroll and retirement plans. Educated plan administrators on IRS/DOL retirement regulations, federal and state tax provisions, plan design, service/technology updates, and Fidelity procedures. I spearheaded ongoing internal training and team development initiatives. I consistently received superior ratings from client surveys upon completion of the implementation process.

1st Global Inc., CompassGOLD Implementation Specialist 2003 to 2005

I coordinated the implementation process, including plan analysis and configuration and contract review. Managed relationships with existing business partners and networked with financial advisors, business owners, and accountants. I provided clients and internal partners with subject matter expertise regarding retirement plans, plan administration, and regulatory provisions. Developed, analyzed, and facilitated web-based training programs for clients and business executives. Participated in an initiative to select an application service provider for existing clients. Established and managed the implementation process for all new business, including documenting department procedures.

ADP Retirement Services, Operations Project Manager III 2000

Directed daily administration of the Allianz Insurance Group retirement plan, which had over 45,000 active participants. Processed and updated payrolls, which entailed monitoring IRS limits and evaluating tax records for plan participants to ensure accuracy and compliance with IRS regulations. Audited all tax information for distributions and withdrawals requested by plan participants.

Hewitt Associates LLC, Participant Services Representative/Project Manager 1996 to 2000

Managed all project work, daily team activities, statistical reporting, client billing, and the conversion to a new recordkeeping system. Supported plan administration by processing regular and off-cycle contributions to participant accounts. Researched profitability measurements and submitted proposals for annual budgets. Used the mainframe system to produce standard and custom reports as well as weekly payroll queries. Trained colleagues in fostering successful customer service relations. Achieved the company`s highest customer service ratings and accuracy scores.

EDUCATION

Master of Arts Coursework-Christian Education, Grand Rapids Baptist Theological Seminary

Bachelor of Science-English Bible/Philosophy, Clearwater Christian College

Contact this candidate