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Customer Service Manager

Katy, TX
February 18, 2020

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***** ******* **** *****

Katy, TX *****

Phone 832-***-****


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


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.


1984 – 1988 Tidewater Community College Virginia Beach, VA

Business Courses

Work towards Bachelors Degree with Major in Finance

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