Summary


Benefits Professional
Over 15 years experience in Retirement Planning, Health and Insurances, Payroll, Compensation Planning and Talent Management for top tier Fortune 500 companies. Recognized as an exceptional and motivational leader with an aptitude for improving organizational capabilities, strategic planning and building profitability and efficiency in organizations. Extensive experience in configuring human resource solutions for external clients so they can focus on their core business. The ability to respond to change and redirect priorities to accommodate ever-changing situations and environments.
Relationship Management Negotiations
Influence Multi-Tasking
Leadership Interpersonal Communications
Problem Solving Management Succession
Analytical Employee Development


Employment

2006 -  June, 2009
Director

Provide strategic counseling both internal and external regarding corporate culture/s and expectations of implementation on behalf of both parties which ensured a successful integration of benefits.
Developed communication policies and procedures to demonstrate service models and procedures which lead to automation rate of 99% or better for each implementation.

led internal groups outside their direct influence and produced results in a matrix organization while acting as sole liaison to the client.
Oversaw projects with budgets ranging from $1 million to $30 million to their successful completion.
Led project teams in the development of process improvements and strategic plans which aligned with corporate strategy and operating goals which resulted in reducing our time to get to the steady state from 3 months to 1 month.
Negotiated cost effect methods during integration of new accounts to save clients from $20000 to $50000 during each implementation.
Responsible for budget and staffing projections and accountability for projects with life cycles of 9 months to 2 years and always in 5% of budget goals.

2001 -  January, 2006
Senior Client Service Manager

Spearheaded continual improvements and operational effectiveness so clients recognized the cost benefits of outsourcing. The cost savings ranged from $35000 to $70000 a year.

Responsible for the strategic rollout of new product offerings to enhance the client s relationship in my organization and to maximize client satisfaction.
Negotiated both new and existing business contracts with clients and vendors which resulted in stronger relationships with all parties.

Page 2 of 2, G. Delage Resume

Initiated the RFP process of behalf of clients to insure the best possible benefits for their employees.
Facilitated and developed trusted client relationships to increase the usage and adoption of new products and identify opportunities to increase growth and revenue.

 -  2001
Senior Customer Service Manager

Oversaw and maintained relationships with Client Services organization.

Responsible for all client activities and awareness for ongoing issues.

Coordinate training schedules both internally and externally.
Conducted and facilitated meetings/presentations for all client visits to call center.
Responsible for the hiring of all new associates.
Created employee developmental plans for the call center.
Establish call routing strategies to accommodate fluctuating call volumes.

1995 -  1997
Senior Representative

1994 -  1995
Retirement Specialist

1992 -  1994
Senior Sales Representative

1990 -  1992
Account Specialist

Education

Miscellaneous

Recipient of multiple Outstanding Service Awards for demonstrating excellence in customer service.
Develop action plans for 3 client relationships which had servicing issues. in 6 months all 3 clients had referred Fidelity to future prospects.
Successfully Development or Succession Plan for the Phone Center.
in 3 months all associates had action plans established.
Team member that built Fidelity s largest and most productive call center in Merrimack, NH.