John O'Dowd Email & Phone Number

Colorado Springs, Co, Us

Rolling Meadows, Il, Us

Overland Park, Ks, Us

Remotely manage 4 individual teams of Benefit Coordinators, totaling 24 personnel and assigned to 8 key client accounts, helping ensure that all client issues are effectively resolved and exceptional levels of service provided. Provide ongoing support, training, and guidance to Benefits Coordinators to foster a highly-skilled and knowledgeable team, capable of efficiently serving the needs of clients to support satisfaction and retention. Successfully improve employee retention and promotion rates through intentional and conscientious employee development and performance management efforts, preventing loss of top talent from the organization. Monitor and track individual and team performance goals and conduct regular team and one-on-one meetings, as well as annual reviews, to discuss evaluation metrics and support achievement of expectations. Effectively develop low-performing personnel into top performers through individual coaching and performance management efforts, helping team members improve their skills and advance their career goals.Directly train and support Client Administrators on new and existing functions of client-site to enable effective service delivery regarding benefits administration site features and efficiency in serving client needs.Establish and maintain strong working relationships and professional rapport with cross-functional departments and colleagues, as well as external carriers and client partners, to facilitate successful project collaboration. Personally strengthen company relationships with at-risk clients by engaging key points of contact and sharing strategies for improvement of service, resulting in increased satisfaction and successful contract renewals. Coordinate and execute client-site projects and manage ongoing administrative duties to maximize client satisfaction with service, streamline internal workflow, and ensure completion of projects within deadline.

Overland Park, Ks, Us

Supervised a team of 5 Benefit Coordinators providing support to call center and on-site Benefit Navigator teams and effectively assisting with the engagement and benefits administration of key client accounts.Guided team in taking charge of benefits administration of company’s largest account, a 55,000+ employee hospital system, including effectively managing three open enrollments and resulting in successful client contract renewal.Managed the back-end employee benefit procedures for roughly 55,000 Banner Team members, supporting member needs by quickly resolving potential issues and ensuring operational efficiency. Reviewed and analyzed existing system operating procedures for benefits processes and created and implemented new procedures to reduce inefficiencies, mitigate risks, and maximize client satisfaction with system. Received numerous accolades from management, as well as external clients and partners, for individual and team performance, including the 2020 Leadership Award and a promotion to Manager of Client Administration.

Overland Park, Ks, Us

Served as primary benefits resource and key partner for organization’s largest client, helping administer employee benefits and providing subject matter expertise, resulting in optimal levels of satisfaction and contract renewal. Provided administrative support and training to a team of 7 Benefit Associates, ensuring that all team members had the proper assistance to achieve and maintain high levels of client satisfaction with strategic accounts. Thoroughly investigated and addressed all client escalations to identify root causes of problems and implement and troubleshoot effective solutions to ensure successful resolution. Consistently received exceptional quality reports and received a promotion to Benefit Communication Administrator Supervisor as a result of excellent quality of work.

Quickly and effectively learned all facets of Employee Benefits Administration to establish subject matter expertise and ensure ability to successfully support key client accounts.Provided training and guidance for Support Representative team to facilitate efficiency and effectiveness of supporting client needs, resolving issues, and delivering optimal levels of service.Crafted innovative benefits solutions for technology associates and provided efficient dependent verification processing, helping to streamline workflow and maximize operational effectiveness.

El Segundo, Ca, Us

Created and oversaw the testing of new processes and policies, including technical and billing scripts across test markets and presented findings to executive leadership for enterprise-wide implementation.Developed scripts that successfully resulted in significant improvements to satisfaction ratings for employees and Net Promoter Scores following implementation. Spearheaded a data mining project to identify opportunities for improvement to the customer service experience and provided detailed analysis and recommendations to leadership. Promoted to manage a team of 16 Customer Support Agents and effectively helped team drastically improve performance metrics through dedicated and supportive leadership.

El Segundo, Ca, Us

Accepted into newly created team designed to enhance deescalation skill

El Segundo, Ca, Us

Wrote technical and billing scripts for learning lab testing some of which resulted in enterprise wide improvements to the customer experience.Recognized for consistently high net promoter score.Performance reviews rated 'highly successful' in all categories.Hand-picked for text mining project that resulted in data collection used to make improvements to DIRECTV customer service experience.

El Segundo, Ca, Us

Perfect attendance throughout training.Ranked among top 9% in callbacks and transfers.Recognized for exceptional first call resolution.

Englewood, Co, Us

Conducted training classes for new and existing agents, providing comprehensive education and support to foster a highly-skilled and efficient workforce and evaluated new agencies to determine and remedy performance issues.Consistently ranked within the top 10% of Trainers in established performance metrics.

-Achieved top sales for 8 consecutive months.-Trained and managed a team of 12 persons.

- Directed $20,000/month in Amazon internet sales and resolved problems associated with the same.