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Customer Service Manager

Palm Beach Gardens, Florida, United States
December 19, 2018

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*** ********* **.

North Palm Beach, FL *****



Sean F. Leonard, RHU, REBC


Over 22-years of leadership, management, building client relationships and human resources experience in the insurance and retail sectors. Life & Health Licensed, Registered Health Underwriter (RHU) and Registered Employee Benefits Consultant (REBC) professional designations.

Innately creative and high-energy with a successful track record of retaining clients and employees, negotiating, strategic planning, team building, coaching & development and taking on key leadership roles and initiatives.


2015- 2016 Airamid Health Services West Palm Beach, FL

Director of Benefits/Executive Benefits Consultant

Responsible for leading the benefits department and implementing a strategic, service focused consultative model for these 15,000 employees, multi-state firm. In this capacity, I revamped administrative processes to optimize efficiency of multi-contract plan structure, coordinated the transition of $21 million 401(k) plan to a new vendor, implemented ACA reporting process as well as audit processes, employee on-line enrollment, analytics and broker best practices.

2014- 2015 EPIC Duluth, GA

Director of Consulting & Account Management

Led the creation and implementation of this position to coordinate a strategic, service focused internal and external rebranding and Regional and National service approach. Created and implemented, Service Segments by client revenue size, a Financial Analyst role and products for client deliverables as well as C-suite and VP-level client facing Strategic Planning toolkits and deliverables.

Provided day-to-day leadership and direction for 15-person team and $20 million Consulting Department, providing direction for continuity, individual team development plans and consulting to C-level personnel, carrier relations, internal and client facing group presentations, training, HCR training, recruitment, retention, succession planning and client relations.

2006- 2014 Northwestern Benefit Corp of Georgia Atlanta, GA

Senior Benefit Consultant

Responsible for the strategic direction of 25 clients and $1.5M in revenue. Developed and presented to C-Level clients, strategic employee benefit plan designs offering the best products and services considering the best cost effective solutions. Maintained a 100% client retention of over 6-years.

Developed human resource strategies and consulting to clients, negotiating, group presentations, training, HCR compliance and education, regulation analysis and building client relationships.

Promoted to Senior Consultant February 2012 to help coordinate team with leadership initiatives and strategic goals.

2002- 2006 Benefit Controls of the Carolinas, Inc. Charlotte, NC

HR & Communications Consultant

Created & defined this position and its programs. Presented to clients and implemented strategic benefit plan options which were most cost effective for the 90,000-employee client block. Included HR team training, employee education and overall benefit management strategies. The department and program I created was credited with a 98% retention of and top focus of prospects becoming clients.

2001–2002 Kohl’s Franklin, TN

Assistant Store Manager

Interviewed, hired and trained initial 135-person, $40 million store opening team. Organized and led pre-opening process which included training, implementing procedures and organizational systems and merchandising new 87,000 square foot store.

Daily responsibilities included employee and customer relations, merchandising, inventory control and overseeing operations of a $14 million apparel business.

1999–2001 Marshall Field’s Chicago, IL

Assistant Human Resources Manager

Oversaw all hiring and training procedures and managed review process for over 750 employees. Strategically coordinated implementation of electronic application process. Created and implemented hiring plans to support a $100 million business. Set and managed all HR policies.

Daily duties included employee relations, staffing, and monitoring all corporate and legal policies and procedures.

1996–1999 Nordstrom Overland Park, KS


Interviewed, hired and trained initial staff for new Kansas store. Bought all domestic children’s shoe merchandise for a $500,000+ department

Complete responsibility for setting up initial stockroom and merchandising the sales floor. Also responsible for all Human Resource decisions within the department including, training, scheduling, maintaining inventory levels and customer relations.


1990-1993 University of Tennessee at Knoxville, Marketing & Communications

1988-1990 Mallinckrodt College, Kennilworth, IL. Marketing

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