Pete Nelson

Grimes,IA

Summary

Professional with strong background in consulting, adept at driving successful project implementations and optimizing business processes. Skilled in client relationship management, problem-solving, and strategic planning. Known for collaborative teamwork and delivering results in dynamic environments. Proven ability to adapt to changing needs and ensure project success.

Overview

years of professional experience

Work History

Implementation Consultant

Voya Financial

04.2022 - 03.2025

Supports the Distribution team by managing implementation activities and providing ongoing service resolution support for Health Account Solutions customers.
Utilizes expertise in Voya products, services, and internal processes to assist in resolution of customer implementation needs.
Collaborated with cross-functional teams to ensure seamless integration and adoption of new systems for clients.
Led team trainings on multiple coverage and system updates including HSA Funds Transfers, employee benefit site development, and new hire onboarding within the Implementation Management team.
Maintained clear documentation of project progress for 7-10 clients on average, ensuring transparency among all stakeholders throughout the implementation process.

Client Delivery Specialist

Marsh & McLennan Companies, Inc.

09.2017 - 04.2022

Proactively assessed business and client needs to develop solutions and operational best practices.
Managed projects and relationships with internal, and external client teams along with vendors on an ongoing basis to define project scope, communicate deliverables and provide timeliness completion of ongoing objectives.
Facilitate the resolution of carrier or member issues by collaborating with multiple departments. Created actionable steps for tasks at risk, escalating awareness as needed.
Tests and analyzes system configuration against requirement documents during implementation and ongoing administration.
Performs data processing activities for ongoing client services, including creating queries and reports, and assists with resolution of participant issues.
Community Involvement Committee member for the Urbandale site Committee Business Resource Group, focusing on volunteerism, department morale, and work-life balance.

Business Account Representative

NCMIC GROUP, INC.

12.2013 - 09.2017

Implemented effective communication strategies to keep clients informed about industry updates and relevant news that may impact their businesses.
Consulted directly with existing clients and carrier representatives to review, renew, or remarket malpractice policies along with servicing the policy to meet the client's needs.
Developed strong relationships with commercial and personal lines policy holders providing annual reviews and upgrades increasing customer retention levels above goal from 90% to 94%.

Life Contact Center Representative

AVIVA Insurance

10.2011 - 11.2013

Provided exceptional customer service by actively listening to inquiries and offering personalized solutions regarding life insurance and annuity products Aviva offered.
Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
Recognized by Leadership for innovative ideas on reformulating the New Hire Training process, and, leading a department focus group selected to enhance morale and work environment.

Education

Bachelor of Arts - Business Administration And Management

University of Northern Iowa

Cedar Falls, Iowa

12.2000

Skills

User acceptance testing
Strong organizational skills
Effective negotiation
Complaint resolution
Workload management
Implementation management

Relationship management
Problem-solving skills
Customer rapport
Project management
Client relationship management

Certification

March 2019 - Yellow Belt Program Participant, Marsh and McLennan Companies, Inc.
Completed Course for CISR Designation: Agency Operations, Commercial Casualty I, Commercial Casualty II, Insuring Commercial Property - NCMIC Group, Inc.