Robert Bride

Experience

• 

  Mercer

  Oct 2010 - Jul 2016

  Responsibilities as administrator: Manage daily administrative and data processing activities. Process carrier files, error reports, EOI reports, dependent verifications, and client requests. Work with carrier/vendor contacts for manual corrections and finding solutions. Test/analyze system configuration against requirement documents during annual enrollment implementation and ongoing administration.Responsibilities to the client: Provide weekly status updates to client for ongoing projects. Create ad-hoc SQL queries to create reports for client on request.Responsibilities to internal contacts: As subject matter expert and technical systems resource for the benefit plans and employee populations for my client, act as primary contact for Personal Service Reps through case management issues, knowledge base updates, and personalized explanations. Assist with creation of PSR training materials. Work with developers to implement system updates/improvements. Show less

  • Client Service Analyst

    Dec 2014 - Jul 2016

  • Personal Service Representative

    Oct 2010 - Dec 2014
• 

  Gallagher

  Mar 2017 - now

  Primary administrator of Knowledge Articles in SalesForce Service CloudCreated/presented training instructional guides for state side (BAC) and international (GSC) teams Coached Assigned Advocates on processes for client specific article developmentDepartment liaison between BAC and multiple technical support teams (SC, Power BI, DMS, GSC, App)Managed team projects, including: enhancement testing, client Onboarding/Renewal/Termination process improvements, new applications (RoboForm), and daily Service Cloud reports (dashboards, audits, census files, mass updates) Show less

  • Senior Call Center Intelligence Analyst

    Nov 2023 - now

  • Knowledge Manager

    Mar 2018 - Nov 2023

  • Benefit Administrator

    Jan 2018 - Apr 2018

  • Benefit Advocate

    Mar 2017 - Jan 2018