Customer Service Manager
Resume:
Katy, TX *****
Phone 832-***-****
E-mail ****.*******@*****.***
Richard D O'Neil
Objective Experienced HR Analyst with a demonstrated history of working in the financial services industry. Strong information technology professional skilled in Microsoft Word, Customer Relationship Management (CRM), Administration, Management, and Leadership.
Work experience 2016 – 2020 Alliance Benefit Group Houston, TX Implementation Consultant
Coordinate and manage the implementation process for new clients
Communicate timeline and expectations to plan sponsors, advisors, and prior service providers
Educate plan sponsors on plan design, regulatory responsibilities, and service offerings
Review plan set-up is established correctly in various systems
Ensure documentation and transition of plan records are completed accurately and timely
2008 – 2016 Mercer Houston, TX
Client Services Analyst
Manage administrative and case management issues as well as data processing activities on a daily basis
Monitor project schedules to ensure timelines and deliverables are met; notify project manager or client if timelines are in jeopardy
Test and analyze system configuration against requirement documents during implementation and administration
Use sophisticated database of tools to set up a client's healthcare & group benefits database; define data fields, import data, design screens and create queries and reports
Meet with project managers and clients to define project scope and objectives,
Prepare work plans, documenting project's scope and review with client(s) 2002 – 2008 EDS / Towers Perrin Chesapeake, VA
Client Delivery Specialist
Responsible for researching and resolving complex issues, including formal appeals, presented by customers, their HR business partners, or other client representatives.
Responsible for prioritizing escalated customer issues across multiple functional teams supporting the client account as needed, including but not limited to the Call Center, Shared Services and Operations teams.
Acts as escalation point for client when presented with individual customer issues or appeals.
Provide timely and accurate information, balancing the need to consistently provide world-class customer service while also supporting the fiduciary responsibilities of employee benefit plans.
Responsible for writing communication statements that explain complex provisions or processes in an accurate and easy to understand manner.
Assists in developing action plans to reduce number of escalations and appeals.
Assists in identifying knowledge and training gaps from internal and client feedback, domains and survey results.
Provide coaching and training as needed to call center representatives. Summary of
qualifications
Background encompasses Managerial, Administrative, and Sales duties, with experience in typing, filing, and phone answering.
Strong skills in Client Service / Client Relations, able to relate well with individuals of all ages and backgrounds.
Proven People Skills with experience in supervision and employee training.
Experienced in computer utilization, data entry, contact management, and reporting
Strong organizational abilities and problem solving skills.
Excellent communication skills.
Education
1984 – 1988 Tidewater Community College Virginia Beach, VA
Business Courses
Work towards Bachelors Degree with Major in Finance
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