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.
• 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.
• 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.

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