Client Relationship Service
Resume:
Client Relationship Professional
Client Relationship Professional with expertise in health and benefits administration, including HSAs. Experienced in client and internal presentations, meeting facilitation, project management, and process improvement. Appreciated for seeing a broader picture and identifying solutions not previously used. Known for engaging client organizations in implementing prof- itable and collaborative strategic solutions.
Skills
Experience
FIDELITY INVESTMENTS, Merrimack, NH 2000 – 2018
Client Service Manager, Health and Welfare (2007 – 2018)
• Managed Fidelity’s relationships with clients in the health and welfare arena by monitoring quality, accuracy, and efficiency and executing appropriate corrective action as needed. Major clients include Eaton, ABB, Agilent, The Hartford, Northrop Grumman, and IBM.
• Understood the objectives and initiatives related to client projects and worked with the organization to ensure that re- sources were allocated, and project plans were defined, utilized, and managed to ensure that deliverables were met.
• Planned and managed regular client visits. Set agenda, facilitated client meetings, and coordinated Fidelity attendees to anticipate and meet clients’ needs.
• Oversaw the Annual Enrollment project each year which included kick-off and post-project presentations, preliminary discovery requirements retrieval, validating the annual enrollment windows/timing, consulting on best practices for in- troducing new plan design, and approving various communication pieces prepared for clients during the entire project.
• Ensured overall client satisfaction with the quality of benefits services. Transformed Eaton from a net detractor to a net promoter and reference for new potential clients.
• Ensured that services, practices, and processes were based on sound business decisions, cost benefit analyses, and prof- itability considerations.
• Improved the productivity levels relevant to the assigned clients through detailed data review and process improvement.
• Prepared and delivered recordkeeping and administrative component of annual business plan and quarterly client service review.
• Led operations team consisting of analysts, project managers, configuration and testing specialists, call center points of contact, and communications support group.
Senior Project Manager (2007 – 2007)
• Managed the work queue of change requests for Pfizer.
• Managed and delivered technology projects with significant scope and impact. KAREN MAX
Salem, NH 03079
ad8vle@r.postjobfree.com
• Relationship Management
• Business Process Improvement
• Vendor Management
• Employee Benefits
•Healthcare Administration
• Virtual Team Management
• Business Analysis
• Program Management
• Training
•Quality Assurance/Testing
• Customer Success
•Health Savings Accounts
Karen Max Page 2
• Established full project life cycle plans and coordinate project schedules.
• Made recommendations to improve project performance.
• Participated in determining project prioritization.
• Actively produced and managed the generation and dissemination of reports and requests for information.
• Built partnerships across the business and technology areas.
• Prepared status reports, scorecards, project plan updates, and other related program deliverables. Project Analyst Team Leader (2005 – 2006)
• Led a team of project analysts through multiple complex deliverables in support of the annual enrollment project.
• Developed, mentored, and coached associates to improve their knowledge and further their careers.
• Managed workload of team members based on their experience, skill level, and grade, ensuring that capacity utilization was close to 100%.
• Focused on service delivery and satisfaction by ensuring all work was accurate using standard controls and adherence to audit and workflow standards.
• Key contributor on several major initiatives rolled out for annual enrollment period.
• Responsible for identifying requirements gaps on fee for service projects and working through those gaps directly with the client.
• Researched root cause of operational issues identified in clients’ ongoing day-to-day administration.
• Defined and documented high quality business requirements.
• Partner with QA and Development to define expected results and test plans. Senior Project Analyst (2000 – 2005)
• Identified and defined high-quality business requirements for a wide range of projects for existing clients in the health and welfare department.
• Delivered client-requested changes to functionality and service focusing on task completion and cross-functional com- munication.
• Assisted in conversion from Fidelity’s proprietary system to Oracle database system.
• Designed and implemented procedures to monitor and maintain data integrity. Prior Experience
MILLENNIUM HEALTHCARE SYSTEMS CONSULTING, Spokane, WA Senior Consultant, Worked Remotely
• Managed healthcare information systems implementations at multiple client sites.
• Assisted clients with system build, process redesign, go-live readiness, and post go-live QA. ANNA JAQUES HOSPITAL, Newburyport, MA
Promoted from Staff Accountant to Financial Systems Analyst
• Acted as a liaison between information services and departments to understand their business objectives and plans. Iden- tified solutions and technical opportunities, and effectively presented and explained those solutions. Education
Bachelor of Science in Business Administration, Accounting, MERRIMACK COLLEGE, North Andover, MA (1994) Community Involvement
WINDHAM WOLVERINES (American Youth Football and Cheerleading) Assistant Cheer Coach, Fundraising Coordinator
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