Corey Berard Email & Phone Number

Norwood, Massachusetts, United States

• Hired, coached, mentored and managed over 30 onsite and virtual Participant Services Representatives who handled over 400 outbound communications and online services daily. • Performed daily, weekly, and monthly forecasting to ensure proper staffing and achieve Client Service Agreements.• Consistently overachieved Client Services Agreement benchmarks for turnaround time on case management and participant follow-up.• Led a major systems project that developed and deployed a new case management tool for the U.S. business, merging two systems into one, that enabled all employees across the organization to access participant’s interactions efficiently.• Worked closely with international team to ensure proper participant inquiry life cycle as well as maintaining a strong focus on continuous improvement. • Collaborated with cross functional teams leading to process change and resource enhancements.

Norwood, Ma.

•Led a high performing team consisting of three managers and 40 onsite and virtual Participant Services Outbound Representatives. •Ensured client satisfaction through close management of Participant Services Representatives who assist with 401(k), pension, total absence management, human resources, and health and benefits administration, and daily client interaction engagements. •Subject matter expert on Fortune 500 client plans and administrative procedures and acted as a key resource for day-to-day issues while identifying areas for continuous improvement.•Consistently ranked in top percentiles of Mercer’s call center teams using KPIs for effective management.•Project leader on a Standardization Team across four U.S. locations that centralized four locations into one centralized team.•Assisted and executed a new go-to-market strategy and process for participant inquiry lead follow-up that automated systems for email correspondence to customers.•Worked and collaborated with international team leading to process change and resource enhancements

Norwood, Ma

•Managed 25 onsite Participant Services Inbound and Outbound Representatives. •Ensured client satisfaction through close management of Participant Services Representatives who assist with 401(k), pension, total absence management, human resources and health and benefits administration. •Subject matter expert on Fortune 500 client plans and administrative procedures and acted as a key resource for day-to-day issues while identifying areas for continuous improvement.•Created and delivered Participant Service Representative training programs for all new hires.•Developed peer coaching system to ensure maintenance of participant delivery standards.•Maintained Knowledge Base system used by Participant Service Representatives for self-help.

Norwood, Ma.

•Interviewed, coached, and mentored Participant Services Inbound and Outbound Representatives for two team leaders. •Answered inbound inquiries for Defined Contribution and Defined Benefit plans through telephone calls, responding to inquiries, fulfilling customer requests, and performing required administrative functions.•Processed transactions including loans, withdrawals, distributions, exchanges, allocation change, and company stock trades.•Provided retirement initiation support and guidance by assisting recent retirees with the benefit commencement process and mentored to new Participant Services Representatives.•Promoted to Team Leader position after one year.

Norwood, Ma,

•Handled inbound inquiries for Defined Contribution and Defined Benefit Plans through telephone calls, responding to inquiries, fulfilling customer requests, and performing required administrative functions.•Processed transactions including loans, withdrawals, distributions, exchanges, allocation change, and company stock trades. •Promoted to Retirement Specialist.•FINRA Series 6, 63, and 7 licensed.•Awarded “Representative of the Month” six times over tenure.

Bachelor'S Degree, Business Administration And Management, General

Associate'S Degree, Business Administration And Management, General