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Manager Customer Service

Meriden, Connecticut, United States
January 31, 2018

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Karen Cumming, ACS, CERT

** **** *****

Meriden, CT 06451

203-***-**** (home) 203-***-**** (cell)


**/** ******* ******ity Staffing Solutions

Placement Specialist

Recruiter for major company

Conducts interviews for applicants

Administers drug test (swab)

Delivers presentation to applicants about company

Starts background check

Answers questions/resolved issues for applicants

6/16-12/16 Cigna (Randstad Professional)

Business Analyst/Business Project Manager

Worked with all teams to ensure ready to go to market for Affordable Care Act Open Enrollment

Conducted touch point meetings to discuss issues/risks and monitors those items to resolution as preparations for Open Enrollment using the project plan

Member of Tiger Team-monitor and coordinated issues once Open Enrollment begins.

Kept all teams informed on resolved issues or new issues that have occurred.

Ran daily report capturing all issues being tracked to share with other departments

6/07 – 10/15 SS&C/Benefits XML

Account Manager

Worked with Client on requirements for new functionality and prepares Statement of Work

Managed clients with issues that they would encounter & worked with clients to determine best solution

Reproduced issues so that our software team can determine if there are problems with the code or gaps

Result oriented and proactive dealing with situations so that they do not become issues and can determine best practices

Strong interpersonal skills, managed multiple priorities and is flexible when priorities change

Used web when training clients also was used for presentations

Worked with the Quality Assurance Team in testing new functionality. I perform business testing based on how client will be using the system

Created and test new reports

Tested updates that are made during our Release Cycles, these can be client enhancements, and an enhancement made by BenefitsXML or fixes that need to be made to the system. I perform business testing

Prepared documentation on new functionality or fixes made during the Release, which is sent to the client. Will met with Client if there are any questions, or will provide web demos on the new functionality.

Implemented new cases for clients and prepared appropriate documentation for client uses. Resolves client issues, and determines best practices

Worked with Share Point where clients report any issues encountered enhancements they would like or questions. Documents are uploaded to the clients share point and announcements are posted.

Trained clients on as needed basis.

Performed Implementation Lead functions

Discussed benefits with clients to make sure set up is smooth

Prepared Project Plan to ensure delivery is done on time

Sets up client on data base

Worked with client to ensure moving to Production is a smooth transition

7/04 – 6/07 ADP, West Des Moines IA

Senior Service Delivery Manager II

Participated in the setup of the Operations Unit new to the West Des Moines Office

Strong Interpersonal skills, managed multiple priorities.

Coordinated between other units/departments to obtain client requirements and resolve any issues.

Prepared presentations when meeting with clients. After meeting responsibility to recap meeting and manage action items that needed to be completed.

As clients were ready to be given to the Operations Unit from Implementation, participated in the transition meetings and worked with Implementation to make sure Operations had all information and worked out any issues with Implementation so client would have a smooth transition.

Trained new Service Delivery Managers. Handled "red' clients to resolve issues to make them satisfied clients. Handled day to day issues, worked with various departments such as Payroll, Carriers, COBRA and FSA to make sure the client was running smoothly.

Managed Annual Enrollment for the client which included Active Employees, Retirees and Union

Worked in the Stamford CT office as a Service Delivery Manager which was closed and moved to West Des Moines and Salt Lake City.

Used web for training clients

Honors and Awards

LOMA Courses ---Successfully completed 8 LOMA Course

Certificate in Data Processing

CEBS Certificate Series Program – Health Care Plan

Alemda University-Bachelor Degree in Business Administration


Associate Customer Service (ACS)

oLOMA Designation

FLMI Level 1 Certificate (CERT)

oLOMA Designation

References upon request

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