Jennifer A. Welch

West Roxbury, MA ***** 617-***-****

ad2row@r.postjobfree.com linkedin.com/in/jennifer-welch-a9936b43

PROFESSIONAL PROFILE

Accomplished Operations Analyst and Quality Control Manager with extensive experience managing and overseeing the onboarding lifecycle, focused on quality, productivity and outcomes. Progressive results-oriented leader committed to providing a diverse and inclusive work environment with excellent leadership and collaborative interactions. Career has spanned 29 years, through two mergers with Putnam Insurance to Mercer, both subsidiaries of Marsh & McLennan Companies, Inc.

CORE COMPETENCIES

Onboarding Lifecycle and Facilitation Quality Control Diversity and Inclusion Detail-Oriented

Critical Thinking Collaborative Attitude Solid Communication Skills Business Acumen

Management and Administration Training and Employee Development Time Management

LICENSES

Series 6, Series 63 and Series 7: previously held

PROFESSIONAL EXPERIENCE

Mercer (Previously Putnam Investments-Business Merger) 11/1993 - 12/2022

Senior Operations Analyst - Licensing, Onboarding and Appointments 1/2016 - 12/2022

Managed and provided oversight of Benefit Counselor onboarding lifecycle: licensing, fingerprinting, carrier appointments and certification for over 100 new hires during each hiring season, across multiple departments.

Supervised project management of Onboarding Team through multiple process changes, including implementation of a new training system, a new reporting system and end-to-end process documentation.

Accomplishments:

Led an initiative in manual reporting: Over 40 hours reduced per week

Senior Correspondent, e-Care and Correspondence Department 11/1999 - 12/2015

Managed all reporting for e-Care and Correspondence Department and all participant inquires received through Plan internet site; continuously met and exceeded department standards .

Assisted with quality control for all communication written by all other agents.

Handled mailing of Excessive Trading Letters, PINs and No Response letters for Participant Services.

Verified substantiation of information accuracy provided from Client Services on extensive background verification.

Assisted Client Services with selecting correct Return of Excess letters.

Senior Client Services Analyst - Client Services 9/1998 - 11/1999

Managed daily plan administration for five plans totaling $40 million in plan assets.

Served as primary contact for three clients: worked on plan projects, monthly reporting and daily plan servicing.

Supervisor - Participant Services 4/1997 - 9/1998

Managed fifteen customer service representatives responsible for handling plan participant inquiries and transactions, providing training and employee development.

Jennifer A. Welch

617-***-**** ad2row@r.postjobfree.com

Supervisor - Transfer Agency Shareholder Services 12/1995 - 4/1997

Customer Service Positions 11/1993 - 12/1995

EDUCATION

University of Massachusetts at Dartmouth North Dartmouth, MA

Bachelor of Arts - Humanities and Social Science

CERTIFICATION

Notary Public Six Sigma - Yellow Belt Certification

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