Mary McGrail
Mt. Pleasant,SC
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
23
23
years of professional experience
Work History
Senior Manager - Implementation Services
Aptia Group US (formerly Mercer)
Greater Boston, Remote
03.2024 - Current
- Developed and implemented strategies for successful project implementations.
- Monitored progress of projects and identified risks or potential problems.
- Provided guidance to junior team members in order to meet deadlines.
- Collaborated with other departments in order to identify areas that require improvement or change management processes.
- Tracked budgets and expenses associated with each project, ensuring accuracy of financial reporting.
Senior Manager - Implementation Services
Mercer
Greater Boston, Remote
05.2021 - 02.2024
- Provided leadership and guidance to staff on best practices and processes for achieving excellence in customer service.
- Reviewed customer surveys to identify trends related to employee performance, product quality, or service delivery.
- Established communication protocols between departments to ensure timely exchange of information critical for decision making.
- Collaborated with other directors across the organization on cross-functional projects aimed at increasing customer satisfaction.
Product Development Lead
Mercer
Greater Boston, Remote
04.2018 - 04.2021
- Developed and implemented product development strategies to ensure successful launch of new products.
- Collaborated with cross-functional teams to identify customer needs and develop innovative solutions.
- Analyzed feedback from customers and stakeholders to improve existing products or services.
- Provided guidance on best practices for designing, coding, testing, and launching new products.
- Maintained relationships with key stakeholders to ensure alignment between business goals and product strategy.
Senior Client Service Manager
Mercer
Greater Boston, Remote
07.2013 - 03.2018
- Provided guidance and support to customer service staff to ensure that all client inquiries were handled in a timely manner.
- Ensured that all customer complaints were resolved promptly and professionally.
- Conducted regular meetings with customer service staff to review performance metrics, provide coaching and discuss strategies for meeting goals.
- Established relationships with key customers by providing personalized services such as account management or technical assistance when needed.
Client Service Manager
Mercer
Norwood, MA
04.2007 - 06.2013
- Developed and managed client relationships to ensure satisfaction with services provided.
- Provided timely responses to customer inquiries and requests for service.
- Monitored customer accounts to identify any potential issues or areas of improvement.
- Developed and implemented processes for improving client service delivery standards.
- Collaborated with cross-functional teams on projects related to client service initiatives.
Client Service Manager
Fidelity Investments
Merrimack , NH
03.2003 - 03.2007
- Monitored customer accounts to identify any potential issues or areas of improvement.
- Drove customer escalations to resolution by engaging directly with clients.
- Led team engagement to assist cross-functional departments and achieve goals.
Benefit Specialist
Fidelity Investments
Merrimack, NH
01.2001 - 02.2003
- Assisted clients in understanding their benefits and eligibility criteria by providing detailed information and support.
- Monitored open enrollments to ensure accuracy of employee selections and that deadlines were met.
- Provided customer service support to employees regarding questions or concerns about their benefits packages.
- Responded promptly to inquiries from current or prospective participants regarding benefits programs or services offered through the company's plans.
Education
Some College (No Degree) -
Bridgewater State University
Bridgewater, MASkills
- Data Analytics
- Business performance management
- Resource Allocation
- Budget Oversight
- Talent Development
- Documentation And Reporting
- Partnership Development
- Reporting management
- Cross-Functional Communication
- Cross-functional team leadership
- Operations Management
- Influencing and negotiating
- Cross-Functional Collaboration
- Customer Service
Accomplishments
- Repeatedly recognized as a top performer across multiple roles I've filled and teams I've supported
Timeline
Senior Manager - Implementation Services
Aptia Group US (formerly Mercer)
03.2024 - Current
Senior Manager - Implementation Services
Mercer
05.2021 - 02.2024
Product Development Lead
Mercer
04.2018 - 04.2021
Senior Client Service Manager
Mercer
07.2013 - 03.2018
Client Service Manager
Mercer
04.2007 - 06.2013
Client Service Manager
Fidelity Investments
03.2003 - 03.2007
Benefit Specialist
Fidelity Investments
01.2001 - 02.2003
Some College (No Degree) -
Bridgewater State University
Similar Profiles
Joseph MahrJoseph Mahr
Senior Analyst at Mercer - Marsh & McLennan / AptiaSenior Analyst at Mercer - Marsh & McLennan / Aptia
Shrikant AlhatShrikant Alhat
Senior Specialist at Mercer and AptiaSenior Specialist at Mercer and Aptia
Tanmay AroleTanmay Arole
Deputy Manager at Aptia (Formerly Mercer)Deputy Manager at Aptia (Formerly Mercer)