Client Services Coordinator - Employee Benefits
Resume:
Richard D. O'Neil
Katy, Texas
****.*******@*****.***
PROFESSIONAL SUMMARY
Benefits Administration and Client Services professional with more than 25 years of experience supporting health and welfare plans, retirement programs, Medicare solutions, benefits implementation, and client service operations. Broad background working with employers, participants, consultants, carriers, and vendors to deliver exceptional customer service and resolve complex benefits-related issues.
Recognized for building strong client relationships, managing escalations, coordinating cross-functional teams, and supporting successful implementation and administration of health and retirement benefit programs. Experienced in Medicare, ACA compliance, participant advocacy, benefits systems, project coordination, client communications, and service delivery.
CORE COMPETENCIES
Health & Welfare Benefits • Benefits Administration • Client Relationship Management • Medicare & ACA • Health Insurance Enrollment • Employee Benefits Consulting Support • Benefits Implementation • Vendor Management • Participant Advocacy • Escalation Resolution • Retirement Plans • Project Coordination • Service Delivery • Stakeholder Management • Benefits Compliance • Data Analysis • Process Improvement • Employee Communications
PROFESSIONAL EXPERIENCE
O'Neil & Company Houston, Texas
Independent Insurance Agent 2020-2026
Advised individuals regarding health, Medicare, life, and supplemental insurance products.
Assisted clients in evaluating coverage options and selecting benefit plans that best met their needs.
Maintained strong client relationships through ongoing service and policy support.
Provided education regarding healthcare coverage, enrollment options, and benefit programs.
Aon Retiree Health Solutions / Alight Solutions Houston, Texas
OneSource Benefit Advisor 2020-2026
Guided retirees through Medicare Advantage, Medicare Supplement, prescription drug, dental, and vision plan selections.
Educated pre-Medicare retirees regarding Affordable Care Act (ACA) marketplace options and healthcare coverage alternatives.
Utilized a consultative, needs-based approach to identify client healthcare needs and recommend appropriate solutions.
Enrolled retirees accurately and compliantly while adhering to CMS regulations and company quality standards.
Resolved service issues, participant concerns, complaints, and escalated cases while maintaining high customer satisfaction levels.
Managed confidential participant information including HRA accounts, financial information, banking data, and personally identifiable information (PII).
Coordinated with service teams, benefit specialists, and licensed agents to ensure timely issue resolution.
Maintained performance and quality standards while consistently delivering exceptional participant experiences.
Participated in the transition of the Retiree Health Solutions business from Aon to Alight Solutions.
Alliance Benefit Group Houston, Texas
Implementation Consultant 2016-2020
Managed implementation projects for new retirement plan clients.
Coordinated implementation activities among plan sponsors, advisors, recordkeepers, payroll providers, and prior service providers.
Communicated project timelines, milestones, and deliverables throughout implementation.
Educated clients regarding plan design, compliance requirements, fiduciary responsibilities, and administrative procedures.
Served as primary client contact throughout implementation projects.
Ensured accurate plan setup and configuration across multiple administrative systems.
Oversaw timely transition of participant records and plan documentation.
Collaborated with internal and external stakeholders to ensure successful project completion.
Mercer Houston, Texas
Client Services Analyst 2008-2016
Supported administration of health and welfare benefit programs for large employer clients.
Managed administrative activities, data processing functions, and client deliverables.
Monitored project schedules and deliverables to ensure service commitments and implementation milestones were achieved.
Conducted system testing and validation activities to ensure benefit configurations met client requirements.
Configured healthcare and group benefits databases, reports, queries, and data management solutions.
Partnered with clients and project managers to define objectives, requirements, and implementation strategies.
Prepared project work plans and documentation supporting successful client delivery.
Assisted with ongoing issue resolution and administrative support activities.
Participated in client meetings and project reviews to support successful benefit program administration.
EDS / Towers Perrin Virginia
Client Delivery Specialist 2002-2008
Researched and resolved complex participant and client benefit issues, including formal appeals and escalations.
Served as escalation point for clients, HR business partners, and service center teams.
Coordinated resolution efforts across call center, operations, and shared services organizations.
Delivered timely and accurate information while balancing customer service expectations and fiduciary responsibilities.
Developed participant communications explaining complex benefit provisions and administrative processes.
Assisted in identifying trends and developing action plans to reduce recurring service issues and appeals.
Supported training and mentoring of service center representatives.
Collaborated with client and operational teams to improve service delivery and participant satisfaction.
Sterling Financial Associates / The Pinnacle Group
Broker 1994-2002
Marketed and sold health, life, disability, long-term care, and employee benefit programs.
Consulted with employers regarding health and welfare benefit strategies.
Assisted organizations with retirement plan solutions including 401(k), profit-sharing, and deferred compensation programs.
Worked directly with insurance carriers, brokerages, and business owners to evaluate employee benefit needs.
Designed executive benefit arrangements including Top Hat and Split Dollar plans.
Developed long-term relationships with clients through consultative service and benefits planning.
LICENSES & CERTIFICATIONS
Texas General Lines Agent
Licensed in 26 States
AHIP Certified
Retirement Plan Fundamentals Coursework (QKA Track)
EDUCATION
Tidewater Community College
Business Studies with concentration coursework in Finance
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