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Cathy Carver 6798 63 Way North Pinellas Park, Florida 33781 (727) 954 6418 (727) 831 7109

Email: cc424de0@westpost.net CLIENT SERVICES MANAGER / MANAGER OF OPERATIONS 20 years professional experience in Benefits Administration industry. A proven leader with strong client focus and organizational planning skills, critical thi nking and team building skills, with a demonstrated ability to analyze business problems and execute solutions that consider costs, organizational benefits, and customer satisfaction. HIGHLIGHTS of QUALIFICATIONS * * * * * * Project/Account/Operations Management Business Development Problem Resolution Six Sigma Orange/Yellow Belt Certifications Track Results Exceptional Communication/Presentation Skill

PROFESSIONAL EXPERIENCE Ceridian Benefits Services, St Petersburg, FL 2000 - 2009 Client Services Manager * Managed 6 supervisors that supported110 employees in multiple-product client b ase, and day to day administration of the client's account, resulting in revenue retention and growth. * Worked on problems of diverse scope, where analysis of situation or data requi res review of identifiable and unidentifiable factors. * Managed 56k client goals and requirements into actionable objectives and docum entation * Provided performance management evaluation and mentoring to exempt employees a nd/or skilled non-exempt employees. * Served as business unit owner for product enhancement and process improvement initiatives with ultimate responsibility for execution and implementation of sol utions. * Analyzed business unit performance reports for trends and conditions related t o revenue retention and day-to-day account management. * Leverage strong project management skills to ensure implementations meet and e xceed cycle time standards * Maintain a favorable working relationship with internal and external customers to foster, aid, and promote a cooperative climate, which will maximize employee morale, productivity and efficiency/effectiveness * Promote good customer relations by consistently providing premier customer sat isfaction; have developed rapport with the customer base, and respond timely wit h correspondence to customers to resolve issues * Responsibilities included interviewing, hiring, and training employees. Premium Services Manager * Managed 15 employees that support a portion of multiple-product client base; p rimary contact between Forward Groups. * Proactively set direction needed to enhance standard reporting and ongoing ana lytics. * Built, managed and monitored an executable plan and forecasted that meets inte rnal and external financial objectives.

* Integrated key research findings into actionable recommendations for improving performance and value to the client. * Ceridian Star recipient, and nominated for President's Circle Award. FSA Client Services Operations Manager * Managed 20-30 employees that supported a portion of Flexible Spending Account client base. * Trained corporate management team in process methodology and state-of-the-art techniques of process documentation, which improved efficiency and quality of se rvice by 30% annually, valuing the client as the # 1 asset. * Championed Six Sigma process improvements which related to client issue escala tions and client configuration delivery. Reduced turnaround time for escalation resolution from 4 days to 1 day, and improved initial configuration quality by 8 5%. * Provided strategic and operational objectives as it related to revenue growth, client retention, and total client satisfaction * Champion process improvement initiatives with ultimate responsibility for exec ution and implementation of solutions. * Analyzed business unit performance reports for trends and conditions related t o revenue retention and day-to-day account management. * Responsible for implementation of new Flexible Spending Account and Commuter A dministrative Services business, with the goal of initiating profitable, long te rm customer relationships and revenue. * Increased Commuter Administrative Services client participation by 33 %. * Responsibilities included interviewing, hiring, and training employees. * Establishes a work group environment where differences are valued, encouraged and respected. * Facilitate accurate completion of all key deliverables in the implementation, renewal, new hire and increase process including plan design, billing, and contr acts * Worked with Workforce Administration, Operations Management, and Recruiting Te am to design and execute training ramps during seasonal peak call times. Loomis Graphics, Human Resources 1999-2000 * Directed and overseen the development and implementation of HR activities for five plants. (Employee relations, compensation, benefits, recruiting, cobra, and ADP payroll and Reports Smith) * Recruited candidates and developing candidate sources through, but not limited to; phone sourcing, agencies, professional associations, published information sources, the Internet * Recruited for nonexempt and exempt positions * Start-ups, standard operational procedures, rollouts, for five subsidiaries an d vendors * Negotiated and executed new health benefits for all plants. Coordinated the ad ministration of the new benefits program to all plants L & H Direct, Supervisor 1998-1999 * Supervised a team of 7, including daily work assignments. * Assisted with recruiting, employee records, training coordination and administ rative duties. * Responsible for overseeing all functions of A/P, A/R and routine audits Toys R Us, Store Manager 1988-1997 * Supervised and managed up to 100+ employees * Worked with designed departments on personnel problem, staffing needs and inte rpretation of personnel policies and procedures * Prepared performance appraisals and corrective action and developmental plans * Responsible for the recruitment, staffing, benefits, and employee relations * Candidate screening, interviewing, skills testing, identification and referenc e checking processes * Overseen daily business of bank transfer, budgeting, cash reconciliation staff scheduling and HR issues * Responsible for managing funds of cash and processing a variety of consumer, c

ommercial and other transactions for customers Zale's Credit Center, Collection Supervisor 1981-1988 * Supervised 18-36 employees, staffing, counseling and termination * Attaining acceptable accounts receivable, collections and budgeting * Skip tracing and collecting-delinquent accounts * Assist with recruiting, employee records, training / development coordination EDUCATION St. Petersburg College Completed 2 year in Business Management & Administration