Customer Service Project Manager

KEITH J. SAMBORSKI

Gurnee, IL ***** 847-***-****

********@*****.***

linkedin.com/pub/keith- samborski/54/bb0/408/

SUMMARY

Benefits Project Manager skilled in pension benefits administration and

wellness programs. Recognized for strengths in analytics and ability to

assist other departments in problem solving. A creative, dedicated, and

organized individual who works well under pressure and has a personal

determination to meet all job goals. Excellent communicator who works well

with others and is determined to provide an accurate product. Extensive

experience working with vendor management.

PROFESSIONAL EXPERIENCE

Allstate Insurance Company, Northbrook, IL

Human Resource Retirement Sr. Consultant 2009 - May 2014

Responsible for analyzing and managing departmental processes and

initiatives within the Benefits Design and Planning team for 38,000

Allstate employees.

. Provided industry and peer benchmarking data and comprehensive analysis

for Retirement Plans redesign, forecasted to contribute to an estimated

amount of $1B in savings within the next 10 years.

. Responsible for managing benefit vendor/program communications, policies,

compliance, and escalated issues.

. Lead manual calculation auditor for Allstate's 3 Retirement plans,

maintained quality assurance testing on an estimated 1,300 yearly retiree

calculations in excess of $225M in payments a year.

. Thoroughly reviewed requirements and prepared responses to employee

issues including special officer requests in a timely manner resulting in

excellent response time and customer service to the participant.

. Selected as Lead Challenge Coordinator of a $1.5M wellness program;

achieved an increase in employee participation of 20%.

. Assisted in detailed user acceptance testing on retirement plans changes

as well as Health and Welfare annual enrollment changes for Allstate's

38,000 active employees.

. Tested and redesigned the Your Total Rewards web page to better inform

employees of the retirement benefits Allstate provides to their

employees.

. Managed and paid 401(k) expenses in excess of $4M a year, maintaining

accuracy and deterring late fees for the 401(k) Plan.

Hewitt Associates, Lincolnshire, IL

Benefits Operation Manager: Defined Benefits 2006 - 2008

Responsible for managing an effective and efficient ongoing delivery of

service between Plan Administration, Benefits Center, Shared Services, and

Technology as well as maintaining the day-to-day relationship between

client with over 47,000 employees.

KEITH J. SAMBORSKI 847-***-****

PAGE 2

. Updated client in excess of 47,000 employees of unanticipated changes or

issues and appropriately involved client in resolution as well as

contributed to the resolution.

. Managed cohesive team of 4 employees fostering engagement, morale and

productivity.

. Managed multiple Defined Benefits projects effectively to achieve

successful outcomes and high quality results.

. Incorporated information from appropriate sources to identify issues,

opportunities and alternative courses of action to make optimal

decisions.

Business Analyst 1999 - 2006

Provided support to four ongoing teams and seven successful Defined

Benefits implementation throughout career. Responsible for detail knowledge

in the following areas: Analysis of plan requirements, system

functionality, system testing, implementation support, and ongoing client

team support.

. Accurately created and tested test plans through thorough analysis of

requirements for seven Defined Benefits implementations with employee

populations in excess of 40,000 for each implementation.

. Performed Integration, Acceptance, and Regression testing on schedule and

without delays.

. Provided detailed feedback to Technology team to help identify and

correct changes within coding of requirements.

. Monitored the ongoing quality of processing, troubleshoot problems that

arose, and identified ways to improve efficiency of processing.

. Identified errors within ongoing calculations which saved company

thousands in possible overpayments.

Customer Service Associate 1997-1999

Provided quality customer service by helping plan participants understand

benefit plan accurately and effectively. Acted as a liaison for the

participant and worked to resolve complex questions and issues arising from

inbound calls and written request from the participants and/or the HR

contacts.

. Developed and managed a Data Team which worked with the client to clean

up data on file.

. Investigated participant issues and responded in accordance to

contractual timelines.

EDUCATION

B.A., Psychology, University of Illinois at Urbana Champaign,

Urbana/Champaign, IL

Lake Forest Graduate School of Management (MBA), completion 2016

CERTIFICATES

Change Management and Management Analytics from Lake Forest Graduate School

of Management

TECHNICAL SKILLS

MS Excel, Outlook, PowerPoint, Word; DB2, SAP, SQL, TBA

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