Jonathan Costa Email & Phone Number

Canton, Massachusetts, United States

• Point of contact on portfolio of clients communicating directly with clients’ executive management teams on day to day items, escalated issues and special project work including analysis to identify gaps in service to create new procedures focused on improving client experience.• Complete reporting to assure flawless client experience by achieving contractual agreements on quality and timeliness of customer requests and inquiries regarding benefits.• Review procedures for clients to identify opportunities for process improvement utilizing Six Sigma methodology. Update or create procedures, focusing primarily on automation, to help improve client relationships.• Assist on projects to help improve participant experience leading to client satisfaction.• Process advanced calculations to assure accurate benefit payment to plan participants and keep plan ERISA compliant.

Natick, Massachusetts, United States

• Review procedures for clients to identify opportunities for process improvement utilizing Six Sigma methodology. Update or create procedures, focusing primarily on automation, to help improve client relationships.• Assist on projects to help improve participant experience leading to client satisfaction.• Process advanced calculations to assure accurate benefit payment to plan participants and keep plan ERISA compliant.

Norwood, Massachusetts, United States

• Point of contact on portfolio of clients communicating directly with clients’ executive management teams on day to day items, escalated issues and special project work including analysis to identify gaps in service to create new procedures focused on improving client experience.• Lead a team of direct reports, consisting of global team of analysts, to assure flawless client experience by achieving contractual agreements on quality and timeliness of customer requests and inquiries regarding benefits.• Review procedures for at risk clients to identify opportunities for process improvement utilizing Six Sigma methodology under other client portfolios, focusing primarily on automation of manual processes.• Project management on large scale client facing project. Develop and monitoring of project plans and drive internal & external partners to assure deliverables are met.

Norwood, Ma

• Point of contact on portfolio of clients communicating directly with clients’ executive management teams on day to day items, escalated issues and special project work including analysis to identify gaps in service to create new procedures focused on improving client experience.• Lead a team of direct reports, consisting of global team of analysts, to assure flawless client experience by achieving contractual agreements on quality and timeliness of customer requests and inquiries regarding benefits.• Hold weekly Gemba Walks to look for opportunities for process improvement utilizing Six Sigma methodology under other client portfolios, focusing primarily on automation of manual processes.• Project management on large scale client facing project. Develop and monitoring of project plans and drive internal & external partners to assure deliverables are met.

Greater Boston Area

• Project management focusing on analytics of service center performance and adherence to key business objectives and metrics. Tasks include, but not limited to: creation of project charter, managing analyst team, complex data analysis & presenting of findings to stakeholders including executive leadership.• Process owner of multiple recurring reports (weekly, monthly & quarterly) that are utilized by executive leadership to determine impact & adoption rate of trainings, system enhancements and company initiatives.• Review current procedures and make recommendations for areas of opportunity to increase accuracy while decreasing processing time

Norwood, Ma

• Conduct continuous business process improvement with clients with an eye towards automation of existing manual procedures using Six Sigma techniques developed. • Client contact for reporting requests, both recurring and ad hoc. Led exploratory meetings to determine driving factors of the client requests to assure reports contained all necessary data points upon delivery. • Subject matter expert for simultaneous projects related to major plan changes. • Analysis of databases and operating systems to ensure proper completion of file uploads, review and troubleshoot errors. • Develops business requirement documents, stand operating procedures, training materials and system documentation.Monitor databases and operating systems to ensure proper completion of file uploads, review and troubleshoot errors. Develops business requirement documents, stand operating procedures, training materials and system documentation.

Norwood, Ma

• Create extraction and tracking tools utilizing advanced Microsoft Excel functionality and SQL databases to monitor performance and call center resources to maximizing profitability.• Analyze forecast volume data and staffing capacity to assure service level agreements are met. • Based on analysis provide recommendation to management for augmentation of future staffing plans.

Norwood Ma

• Specialized in participant interactions with largest clients covering all issues from defined contribution and defined benefit accounts to present solutions to meet individual needs of the participants.

• Analysed sales data and made recommendations to leadership for adjustments to policy premiums to maximize company profit based off past results and market trends. • Analysed incoming call data to find areas for improvement for training, scheduling and procedures to increase productivity and customer service.