Customer Service Manager

Carl (Sam) Lindberg

847-***-**** *************@*******.***

PROFESSIONAL EXPERIENCE

GCG Financial, Deerfield, IL 2015-2016

Benefit Service Technology Manager

Partnered with clients and internal stakeholders to develop long-term HR strategies to best fit their needs and budget.

Supported the sales team by articulating the GCG technology value proposition to client prospects; generated 20% increase in sales revenue.

Lead due diligence to scope work and provide input to strategic questions required for defining the opportunity and best solution.

Provided subject matter expertise on system design and serve as an internal point of escalation into support functions and consults with clients about HRIS system capabilities, including presentation of web demo and tools.

Assisted with training and educating of new implementation managers and analysts on domain specific strategies and solutions.

Oversaw capacity planning, resource allocation, budgeting and succession planning.

Responsible for developing, maintaining and improving all HR technology processes.

BSWIFT, Chicago, IL 2013-2015

Senior Client Account Manager and Data Manager

Interfaced with clients on upsell and contract renewals, achieving year over year revenue jump of 30%.

Managed a team of 10-20 account managers and analysts supporting clients.

Partnered with clients on plan design, system architecture, and testing.

Oversaw project timelines, budgets, resources and made strategic decisions to help support the clients’ needs.

Coordinated EDI, billing, payroll, data, and client service teams in the implementation and administration of HRIS and employee benefits.

Created framework for data conversion procedures, which included data cleaning, standardization and analysis; increased overall quality by roughly 25%.

AON, Lincolnshire, IL 2008-2013 Senior Systems Analyst

Lead client contact for requirements clarifications, testing, and overall progress reports.

Developed requirements documents and worked with clients on discrepancies in the requirements.

Lead developers and QA testers in defining systems architecture and needs.

Created and developed timeframes for developers and testers’ tasks and overall project key project goals.

Worked with third party vendors to make sure all data and processes are running correctly.

Created participant communications and Summary Plan Descriptions.

Worked with ongoing teams to help support client plan changes as well as data cleanup.

Helped develop calculation testing interface used in client acceptance testing, component testing, integration testing, and batch testing, which led to a 40% testing cost savings.

Lead in developing new coaching and training strategies for fellow associates.

Analyzed and prioritized root causes for system defects.

Socialcanvas (University of Chicago: nonprofit venture), Chicago, IL 2012-2014

Co-founder

Setup base infrastructure of non-profit art marketing company to support artists with disabilities.

Planned strategic company timelines and goals.

Partnered with art organizations to source artwork.

Created marketing material and best practices for the company.

Setup marketing, sales measurements and goals.

Developed and maintained website for online selling.

Created financial projections using demographic data coupled with sales projections.

JPMORGAN CHASE, Chicago, IL 2007-2008

Consultant

Consulted with clients to develop new plan rules and system changes for plans.

Analyzed plan documents and developed specifications for developers to use for implementations and conversions.

Created test plans for all aspects of system updates.

Oversaw systems testing for large plan changes.

Worked as a liaison between client’s actuaries and ongoing administration team to ensure clear and open communication channels for successful corporate actions.

Created training manuals on company processes and systems.

Lead training sessions for fellow associates on new procedures and systems.

Worked primarily with defined benefit administrators on ad hoc projects such as, calculation auditing, plan document changes, systems architecture, and plan design.

Hewitt Associates, Lincolnshire, IL 2005-2007

Business Analyst

Worked with clients, 3rd party administrators, call centers, and the implementation group to resolve participant, system, and plan issues related to their defined benefits.

Analyzed system functionality to identify problems in automated systems and Excel spreadsheets.

Calculated benefits and manually created personalized communications statements reflecting the benefits due.

Supported customer service associates regarding plan documents, data issues, and benefits.

Performed acceptance testing of ongoing processes and plan changes.

Created trust-work for ad hoc benefit payments, death overpayments, and check reissues.

Oversaw and implemented annual processes and audits to comply with federal regulations.

Performed SQL queries to setup data for nondiscrimination testing and form 5500.

JIANHUA VOCATIONAL COLLEGE, Shenzhen, P.R.C 2002-2005

Teacher

1.Planned and developed English and business courses.

2.Organized and supported student extracurricular activities.

EDUCATION

B.B.A., Finance, Certificate in Entrepreneurship, University of Iowa, Iowa City, IA 1998-2002

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