Marty Setzer
Winston-Salem,NC
Summary
Dynamic professional with over 23 years of extensive experience at Aon, specializing in people management, project management, and client relations. Proven expertise in analytical thinking, effective communication, and strategic planning enhances organizational efficiency and drives successful outcomes. Strong background in quality assurance, outsourcing benefits administration, valuation, and systems support positions as a valuable asset to any forward-thinking organization. Eager to leverage these skills to contribute meaningfully to a company committed to excellence.
Overview
29
29
years of professional experience
Work History
Senior Client Service Manager
Aon
12.1996 - Current
- Managed ten ongoing pension clients each of whom have been with us for 20 plus years.
- Responsible for renewal of contracts, billing, revenue forecasts and recovery.
- Maintained a great client focused work ethic.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Implemented and monitored processes to support contractual obligations resulting in increased revenue and client retention.
- Implemented strategic initiatives to optimize service offerings, increasing overall value for clients.
- Exceeded revenue targets through diligent account management and innovative approaches to upselling services where appropriate.
- Designed metrics to support customer and market-driven culture and address company priorities.
- Navigated cross-functional collaboration to deliver sales forecasts and align delivery with objectives and client expectations.
- Conducted regular client reviews to assess performance metrics, identify areas for improvement, and develop actionable plans.
- Demonstrated flexibility in adapting to evolving client requirements while maintaining focus on delivering exceptional results.
- Negotiated contracts to secure favorable terms for clients, promoting long-term partnerships and mutual success.
- Streamlined processes for improved client communication resulting in stronger relationships and increased retention rates.
- Developed customized solutions to meet unique client needs, ensuring a high level of satisfaction and loyalty.
- Guided clients through change management processes by providing expert insights into best practices and potential pitfalls.
- Managed existing and developed new client relationships, identifying risk, and growth opportunities.
- Trained, led, and developed client services team and instilled knowledge and skills to execute business strategies and deliver maximum customer satisfaction to maintain profitability.
- December 1996 to January 2007/April 2013 to Present
Senior People Manager
Aon
12.1996 - 01.2007
- Experience leading directly and/or by influence cross-functional development and operations teams in a matrixed/diverse organization.
- Managed anywhere from 12 – 35 direct reports
- Calculation Specialist Team
- Call Center Specialist Team
- Processing Assistant Team
- Technical Team
- Served not only as a manager, but also as a mentor or coach
- Reduced employee turnover rate by addressing concerns promptly and proactively engaging in conflict resolution efforts.
- Coordinated cross-functional collaborations on large-scale projects, facilitating seamless teamwork across departments.
- Conducted comprehensive performance reviews to identify areas of improvement and provide constructive feedback.
- Prioritized employee well-being through health-focused initiatives such as wellness programs or flexible scheduling options where possible.
- Enhanced team productivity by implementing efficient workflow processes and time management strategies.
- Promoted transparent communication practices within the team, encouraging open dialogue and idea-sharing among members.
- Streamlined communication channels within the team by establishing clear guidelines and expectations.
- Led multi-disciplinary teams in achieving both short-term and long-term goals, demonstrating exceptional leadership skills and adaptability in the face of challenges.
- Developed a nurturing work environment for employees, leading to increased satisfaction and retention rates.
- Championed professional development initiatives, offering training opportunities for continuous growth among employees.
- Boosted employee morale through regular recognition events and performance-based incentives.
- Provided guidance on career advancement opportunities available in order to retain top talent and maintain high levels of motivation throughout our organization.
- Implemented performance reviews and motivational strategies to elevate HR team results.
- Processed employee claims involving performance issues and harassment.
- Motivated employees through special events, incentive programs, and constructive feedback.
- Facilitated onboarding sessions and on-the-job training for new hires, bolstering employee job position knowledge and skillset.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- December 1996 to January 2007/April 2013 to Present
Senior Project Manager
Aon
12.1996 - 01.2007
- Spearheaded process improvement initiatives that resulted in increased productivity and streamlined workflows across departments. with project team members to identify and quickly address problems.
- Partnered with project team members to identify and quickly address problems.
- Directed changes to project scope and cost and implemented appropriate change management processes to keep project on track.
- Adapted quickly to unexpected challenges or obstacles encountered during project execution, devising creative solutions without compromising objectives.
- Communicated project plans and progress to key stakeholders and project contributors.
- Delivered high-quality results by fostering a culture of accountability among team members and setting clear performance expectations.
- Developed comprehensive project plans, identifying risks and mitigation strategies for timely completion.
- Championed innovative approaches when faced with complex problems or opportunities requiring non-traditional thinking.
- Provided outstanding service to clients through effective communication and prompt issue resolution to facilitate future business opportunities.
- Implemented change management processes to accommodate evolving project requirements while minimizing disruptions.
- Conducted post-project evaluations to identify areas of improvement and implement corrective actions for future endeavors.
- Crafted and maintained project plans and schedules to meet organizational objectives.
- Maintained schedules to meet key milestones at every project phase.
- Presented regular status reports to executive leadership, providing insights into progress made toward achieving key milestones.
- Coordinated cross-functional teams to determine timely delivery and compliance of project requirements.
- Monitored project progress, identified risks and implemented corrective measures to acquire success.
- Optimized resource allocation by closely monitoring project progress and adjusting team assignments as needed.
- Developed and maintained project budgets to control costs and meet organizational and project goals.
- Streamlined project management processes by implementing agile methodologies, resulting in improved efficiency and reduced costs.
- Nurtured strong working relationships with internal and external stakeholders, building trust and credibility that facilitated smooth collaboration on shared goals.
- Mentored junior project managers and team members to enhance their skills and career growth.
- Collaborated with business analysts to gather requirements, ensuring projects met client needs and expectations.
- Facilitated knowledge sharing and skill development
- Improved stakeholder communication by establishing regular update meetings and clear reporting channels, resulting in increased trust and partnership.
- Pioneered use of data analytics in project management, enabling more informed decision-making and strategic planning.
- Developed comprehensive risk management plans to minimize project delays and budget overruns, safeguarding project outcomes.
- December 1996 to January 2007/April 2013 to Present
Education
Bachelor's degree - Mathematics
Appalachian State University
Boone, NC05-1992
Skills
- Management
- Project management
- Project Implementation
- Cross-functional collaboration
- Client Service Management
- Customer service
- Customer relationship building
- Relationship Management
- Senior leadership
- Team management
- Team motivation
- Employee engagement
- Supervising experience
- Team development
- Staff training
- Operations management
- Stakeholder relationship building
- Improving operational experience
- Process Improvement
- Change Management
- Benefits Administration
- Business development
- Business requirements
- Requirements specification
- Requirements analysis
- New product launch experience
- Communication skills
- Cross-functional communication
- Conflict management
- Negotiation
- Schedule management
- Records management
- Data analysis skills
- Financial analysis
- Profit & loss
- Forecasting
- Research
- Software testing
- External recruiting
- Interviewing
- Education administration
- Teaching Experience working with students
- Classroom experience
- School experience
- Curriculum development
- Tutoring
- Public relations
- Employment & labor law
- Manufacturing
- Hospitality
- Guest services
- Restaurant experience
- Serving
- Computer operation
- Computer skills
- Microsoft Word
- Microsoft Excel
- Microsoft Access
- Microsoft Office
- Microsoft SharePoint
- Microsoft Project
- Typing
- Google Suite
- Editing
- Writing skills
Other Responsibilities
- Interview potential employees
- Aon representative at Career/Job Fairs
- SOC1 Coordinator for PenProPlus (PPP)
- Lead calls with SOC1 Auditors
- Provide resources/trainings to effectively execute and deliver on all controls that fall under SOC1
- Create plan and schedule for employees to participate in auditor interviews and/or provide any necessary documentation to auditors
- Since my return to Aon, we have had no exceptions in our area.
- Member of Several Committees and Business Resource Groups (BRGs)
- Created and continue to lead the Employee Engagement Committee (Local Team)
- PPP Conversion to DBCalc Steering Committee (Local/Regional Teams)
- Business Continuity & Disaster Recovery Planning - The largest event in which I played a vital role, was when our offices started closing worldwide due to the COVID pandemic and we had to move to an almost completely paperless environment where 95% of employees were working remotely
- Mental Health Awareness BRGs
- LGBTQ+ BRGs
- (Local/Regional/National Teams)
- Career Development Program (Local Team)
- Engaging People Leaders (National Team)
- Rewards & Recognition Team (National Team)
Work Environment/Country Authorization
- Looking for full-time employment. Working virtually/remotely would be my preference. Working in a hybrid environment would be my next preference. I am willing to work in and around areas of Winston-Salem, NC (i.e. High Point, NC, Greensboro, NC, etc.). I am willing to work in the office, in and around areas of Winston-Salem, NC.
- Authorized to work in the US for any employer.
Languages
English
Native or Bilingual
Timeline
Senior Client Service Manager
Aon
12.1996 - Current
Senior People Manager
Aon
12.1996 - 01.2007
Senior Project Manager
Aon
12.1996 - 01.2007
Bachelor's degree - Mathematics
Appalachian State University