Resourceful, versatile professional with successful record of enhancing client and participant satisfaction through substantial cost savings, effective plan education, and automated services. Recognized for dedicated work ethic and proven ability to turn difficult clients into highly satisfied customers. Strong communicator and relationship builder; able to forge and cultivate positive working relationships with all stakeholders including vendors, clients, participants, and internal personnel.
Professional strengths and abilities include:
Project Management
Strategic Client Consulting Services
Benefit Plan Administration
Escalation Resolution
Investment Selection Analysis
H&W Benefit Plan Design
Vendor Management
Client Relationship Management
Benefit Plan Automation
P&L Management
Forecasting / Budget Preparation
Contract Administration
Client Education
Staff Training & Development
Cost Improvements
Professional Experience
Buck Consultants, Secaucus, NJ 01/09 - Present
Account Executive
Accountable for the client relationship of three large accounts, which total approximately $1.5 million in annual revenue. Act as Executive Sponsor for three accounts, which total approximately $1 million in annual revenue. Assist the NJ Market Leader with the development of the Account Management Group, rolling out new products and services to Account Executives, assisting Account Executives with guidance for resources and coaching as necessary, and assist with accounts in need of special attention.
Key Achievements:
Conducted over 50, in person, customer satisfaction surveys which have deepened many client relationships and uncovered multiple sales opportunities.
Represent Buck Consultants at multiple Human Resources associations and conferences: NJ Human Resources Planning Group, Northern NJ ISCEBS, and Society of Human Resource Management Annual Conference.
Worked with a pharma to re-negotiate service contract by reviewing and reducing scope in order to reduce fees, in addition to changing team member to provide better service. Resulted in being named Account Executive for this client.
Created several web sites to provide the Leadership Team with account information and Account Executives with tools and resources to assist with their cross-selling responsibilities, including a mandatory Account Executive Credentialing site.
Assist sales team with pursuits of new logo clients, as necessary.
Hewitt Associates; Bridgewater, NJ 07/02 – Present
Health Management Consulting Division/Program Management Office Team Lead (10/07 – 12/09)
Clients Include: Verizon Communications and Verizon Wireless
Responsible for the financial management, resource management, team integration and engagement and client delivery of the Verizon Health Management Team. Coordinate all facets of project management for large virtual team of 50 consultants in 9 offices.
Key Achievements:
Created on-boarding process for new team members, and monthly newsletter to communicate pertinent information.
Restructured financial and billing system for team in order to create and efficient process and profitable client.
Developed and led a Monthly Business Review that communicates YTD financial status, risks and opportunities within the forecast and sales plan in order to achieve a $5.4 million revenue target.
On-site project manager for Verizon Wireless during merger with Alltel.
Benefits Delivery Manager (07/06 – 10/07)
Clients Included: Schering Plough Corporation and Gannett Inc.
Accountable for overall management of the benefit services and associates within Delivery Group, that included multiple clients with multiple services. Responsible for exceeding client’s benefits delivery expectation to ensure satisfaction, and the retention and future expansion of business. Manage each client’s delivery budget, deploy cost reduction initiatives and generate one-time revenue in order to meet or exceed targeted Operating Income. Define staffing needs, create capacity by leveraging talent/resources, adhere to contract terms; including service level agreements and performance measures. Conduct client stewardship meetings.
Key Achievements:
Participated on a four person SWAT Team to revamp Hewitt’s interview process. Developed business overview, identified key competencies by role, developed new behavioral interview questions, and created in-office application guide.
Participated on a five person SWAT Team to revamp Hewitt’s Performance Planning Process. Introduced simplicity to performance planning for associate base to include concrete accountability and differentiation in order to achieve greatest reward. Identified major goals & objective measures for each goal by role.
Benefits Service Manager (07/04 – 06/06)
Clients Included: JPMorgan Chase and Campbell Soup
Consult with clients to determine impact of new DOL/IRS regulations on existing plans, enhance participant experience through implementation of new functionality, and define cost and benefit of pursuing new projects and instituting best practices. Manage P&L by creating fiscal year business plans, goals and budgets, forecasting monthly revenue and cost, and driving cost/participant metric improvements. Manage, develop, and assess performance of eight benefits operations managers and business analysts in plan knowledge, operations knowledge, and client consulting skills.
Key Achievements:
Reduced client team workflows from 1200 to 50 average per day, client team benefits analysts from 5 to 4, and internal client service associates from 22 to 19 within 9 months through implementation of workflow action plan, determination of root cause and effective solutions for open workflows, and identification of client service associates training issues and client team technology issues.
Ensured superior cost, quality, and delivery to clients by managing project and process scheduling, process flow, and process improvements, which resulting in first time profitability of client after a 3 year period.
NJ Off-Shoring Liaison: Liaison between NJ office and Gurgaeon, India office. Consulted with each NJ client team to determine transferable processes, creating milestone timeline, and evaluating each teams’ newly created Standard Operational Procedures. Worked with leaders in Gurgaeon office to ensure smooth transition of work, discuss performance of India Benefit Analysts, resolve any cultural and work performance related issues.
Health & Welfare and Defined Contribution Project Manager (07/02 – 07/04)
Clients Included: Sony Electronics Inc., IKON Office Solutions and Pharmacia
Managed multiple annual enrollments, retirement windows, COBRA administration, and direct billing, and administered U.S. Puerto Rico, dual qualified, and non-qualified savings plans. Implemented and administered workforce management, flexible spending account, fund restrictions, payroll, third party vendors, and shared services within Hewitt.
Key Achievements:
Improved relationship with two previously unsatisfied clients to deem Hewitt’s services satisfactory through quality and process efficiency troubleshooting and resolution.
Acted as both the Delivery Team Manager and DC Project Manager until new Project Manager was hired. Built successful relationship with client after being dissatisfied with the consistent turnover of Project Manager. Provided structure around DC processing and worked with Benefit Analyst to enhance skill set in order to ensure clients confidence with the team.
Awarded Most Profitable Client Award in NJ; forecasted both revenue and cost to under 2% to actuals each month.
MetLife; Jersey City, NJ 01/01 – 05/02
Client Service Manager, Large Market Institutional Business Group/Defined Contribution
Delivered and maintained fully functional benefits platform to client with $9 billion asset base and 95,000 total participant base. Ensured timely administrative processing by overseeing daily operations and four-person staff. Performed daily functions to support and maintain Assets to Records Interface Application (ARIA). Adhered to plan document, legal contracts, and compliance guidelines in all plan provisioning.
Key Achievements:
Maintained participant and client satisfaction by escalating participant issues and researching participant accounts to effectively and efficiently resolve financial transaction and asset to record issues.
Collaborated with external vendor and trustee to implement loan coupon scanning process.
Managed successful, on-time de-conversion of large scale 401(k) plan to Fidelity Investments.
Developed four associates through coaching, performance reviews, and placement in projects appropriately matched to existing skill sets.
USI Retirement Services; Woodbridge, NJ 09/98 – 01/01
Manager, Defined Contribution Services
Directed administration of 40 401(k) plans with $300M in total market value. Led timely, accurate client and participant statement production and plan transaction processing including contributions, loans, distributions, investments, transfers, and income allocation. Managed two trust relationships; Reliastar and Merrill Lynch. Supervised six-person administrative staff.
Key Achievements:
Managed 11 de-conversions within two years to achieve one-time completion.
Ensured proper asset investment through plan assets reconciliation.
Converted all plans from Cascade to Omni Plus recordkeeping system.
Prior experience as 401(k) Senior Production Specialist with ADP, Fund Accountant with Rothstein, Kass & Company, and Mutual Fund Operations Analyst with Lehman Brothers, Inc.
Education & Certification
Montclair State University; Montclair, NJ
Master of Business Administration with Concentration in Management
Bachelor of Science in Business Administration with Concentration in Finance
Certified Employee Benefits Specialist
Member, International Foundation of Employee Benefit Plans
Member, Human Resources Outsourcing Association
Computer Proficiency: Omni Plus OmniPlan Cascade TRAC TBA Microsoft Office Outlook Lotus Notes
Please respond via e-mail referencing Resume #1334 to jobposting@ifebp.org