Customer Service Human Resource

Leslie Nickerson

** ********* ** ****, ** ***** • 207-***-****• ******.*********@*******.***

Summary:

. Customer service leader with over 18 years of experience.

. Adept at anticipating customer needs and delivering high level service within a fast paced environment.

. Outgoingand positive

Experience:

Seasonal Full time Customer Service Resource / Flaherty Family Farm, On The Vine, Hannaford

. Work fluidly in each aspect of the business to provide high level customer service.

. Maintain financial responsibility at the register, as well as pricing and updating products within the retail store

Studio Coordinator AAE Glass, Cape Coral, Fl

. Prepare glass, required materials and classroom prior to visiting glass artist class.

. Coordinate with the owner to remain current with techniques.

. Assist artists and students throughout class.

. Prep kilns, establish firing schedules and monitor kilns. Company Owner/ Cape Island Art

. Began process to establish a business plan

. Design, create and market fused art glass.

. Enroll in specialized classes to remain current with techniques.

. Develop a marketing plan to exceed customer needs. Client Relationship Specialist/InfoArmour, Boston, Ma

. Assume customer client responsibility post sale of employee benefit identity theft program.

. Work with the employer's Human Resource contact to resolve any participant inquiry.

. Procativeluy monitor and track key metrics by employer.

. Attend meetings with the management team to provide marketplace trends, challenges and evolving customer needs.

Marsh & Mclennan Companies, Inc- Client Executive

. Provide Human Resource business partners with an employee benefits market trend analysis.

. Assist cllient to align customer needs with available products.

. Manage new client program implementations, as well as existing client programs.

. Oversee client open enrollment including vendor renewal, employee communications. Achieved 95% client retention for 17 national accounts. Hub International, Boston Ma. - Employee Benefit Account Manager

. Negotiate with vendors to implement cost effective employee benefit programs.

. Provide timely updates to Human Resource managers with regards to legislative requirements.

. Primary liaison with customers concerning service related issues. Summary of 18 Years with Unum in a variety of customer service roles. Director of Service and Administration - Unum, Boston, Ma

. Led a corporate-wide initiative to integrate service and support components of employer group and voluntary benefit products.

. Provided leadership to a team of 35 service professionals.

. Tracked key service metrics to ensure optimum client service delivery. Director of Service and Administration - Unum, Columbia, MD

. Partnered with Sales Manager to achieve 2003 Office of The Year Designation

. Managed a team of forty Account Managers responsible for organic growth through successful enrollment, re-enrollment, and renewal execution.

. Achieved office goal of 95% retention for 7,500 in-force customers. Regional Director Customer Service - Unum, Boston, Ma

. Accountable for implementing a Mid Atlantic customer service strategy.

. Collaborated with Regional Sales Manager to build a cohesive service/sales team.

. Partnered with Regional Service Team to share best practices, identify/propose adjustments . Education And Training

. Bachelor of Science : Management

Lesley College - Boston, Ma

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