Project Manager Customer Service

GREGORY S. TONNESEN

**********@*****.*** • 603-***-**** • 28 James St. Unit 35 • Milford, NH 03055

CAREER OBJECTIVE

Seek a career to match my skill set and experience to service clients/customers.

CORE STRENGTHS

Problem resolution

Bilingual English/Spanish

Organized

Effectively work with other organizations/groups

Experienced with Microsoft Access, Excel, Outlook, Power Point & Word

Customer focused

Team player

Ability to train/teach clients and employees

Ability to handle multiple tasks and prioritize deliverables

Time management

Independent worker

Detail oriented

PROFESSIONAL EXPERIENCE

Consultant 07/2010 – 08/2010 etimeSoft, Burlington, MA

QA testing for a start up company

 Created regression test scenarios

 Completed on going and regression testing of software application

 Assisted with editing user guide

Fidelity Investments

06/1999 – 10/2009, Merrimack, NH

QA Engineer 07/2009 - 10/2009

Test lead for three Defined Benefit corporate action projects; clients were Bristol Myers-Squibb, Ford Motor Company and Olympus America Inc.

 Created test strategies and/or plans for Bristol Myers-Squibb, Ford Motor Company and Olympus America Inc. projects

 Completed functional testing in applicable Fidelity systems

 Tracked defects which arose as part of testing

Systems Analyst 09/2007 – 07/2009

Test lead on several Defined Benefit corporate action projects for General Motors Corporation.

 Created test strategies and test plans

 Completed functional testing in applicable systems

 Performed client testing via WebEx with General Motors Corporation

 Provided reports to General Motors pertaining to testing results

 Received a “SPOT” award from a project manager in special recognition for work done on one project

Integrated Data Operations Specialist 09/2004 – 09/2007

Responsible for maintaining the integrity of participants’ indicative data across various Fidelity systems.

 Assisted with updating procedural documentation

 Set up beneficiary and alternate payee accounts

 Updated indicative data across Defined Contribution, Defined Benefit, Stock Option and Health & Insurance Plans

 SME (Subject Matter Expert for data maintenance)

 Received a quarterly award and several “SPOT” awards in special recognition for work done

HR/Payroll Issue Resolution Representative 10/2003 – 09/2004

Responsible for maintaining the integrity of participants’ payroll data.

 Researched & resolved issues involving Defined Contribution, Defined Benefit, and Health & Welfare Plans that affected payroll

 Performed calculations for adjustments as needed on participants’ accounts

 Updated participant accounts via form

Bilingual Retirement Benefits Coordinator 02/2003 – 10/2003

Responsible for walking participants through the retirement process.

 Assisted participants in completing forms

 Followed up with participants regarding form completion, missing information and check information

 Communicated in Spanish as needed with the participants

Pension Service Delivery Specialist 01/2002 – 10/2003

Responsible for training new hire as well as seasoned phone representatives on plan rules for certain Defined Benefit Plans. Assist employees on help desk regarding plan issues.

 Liaison between phone representatives and operations for certain Defined Benefit Plans

 Updated plan training

 Composed monthly reports for certain Defined Benefit Plans

401K Service Delivery Specialist 05/2000 – 06/2003

Responsible for training new hire as well as seasoned phone representatives on plan rules for certain Defined Contribution Plans. Assist employees on help desk regarding plan issues.

 Acted as a liaison between phone representatives and operations for certain Defined Contribution Plans

 Updated plan training

 Composed monthly reports for certain Defined Contribution Plans

401K Customer Service Representative 06/1999 – 05/2000

Responsible for addressing customer inquiries and processing transactions.

 Processed loans, withdrawals, trades, systematic withdrawal payments, and Minimum Required Distributions

 Set up 401K elections; deferral and contribution percentages

 Educated participants on plan rules, restrictions and IRS regulations

 Provided fund performance and information; relayed market quotes

Child Support Enforcement Officer 07/1998 – 06/1999 NH DEPARTMENT OF HEALTH AND HUMAN SERVICES, Nashua, NH

Responsible for enforcing child support orders

 Negotiated with attorneys and interviewed clients in English and Spanish (if necessary) to resolve conflicts

 Drafted various legal motions, Uniform Support Orders and case summaries to be submitted to the court

 Created arrest warrants, prepared lien proceedings, and initiated collections proceedings

 Prepared and presented cases in court to the judge; enforced court orders by initiating legal proceedings

 Performed case financial audits

PROGRAM SPECIALIST 1, MEDICAID TPL UNIT 10/1997 – 07/1998 NH DEPARTMENT OF HEALTH AND HUMAN SERVICES, Concord, NH

 Analyzed insurance information

 Communicated with insurance companies to obtain coverage information to ensure proper billing

 Billed insurance companies for expenses already paid by Medicaid

FIELD SALES REPRESENTATIVE 02/1997 – 10/1997 SANDRA LEE SWEETS, Lowell, MA & Nashua, NH

 Represented candy company to retail stores

 Established and maintained new client contacts

BILINGUAL AFDC/TAFDC CASE MANAGER 01/1994 – 03/1997 COMMONWEALTH OF MA, Fitchburg, MA

 Interviewed clients; assessed client needs; authorized child care

 Developed client employment plans

 Interpreted and applied government policy

EDUCATION

 Brigham Young University, Provo, UT - 1992 - BS – Sociology, with a minor in Business Management

CONTINUING EDUCATION

 Six Sigma White Belt Training, Fidelity Investments, Merrimack, NH

 Fundamentals of Payroll Course, Fidelity Investments, Merrimack, NH

VOLUNTEER

MISSIONARY SERVICE JUNE 1988 – MAY 1990 SAN BERNARDINO, CA MISSION

 Received training (June 1988 – August 1988, Provo, UT)

 Learned to read, write and speak Spanish

 Taught religious lessons

 Held leadership positions and supervised, trained, motivated & supported other missionaries

COMMUNITY SERVICE BEDFORD PARKS & RECREATION, Bedford, NH

 Assistant basketball coach for one season (January 2008 – March 2008)

 Assistant soccer coach for three seasons (August – October 2006, 2007 & 2008)

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