Laura Rich
Director, Client Services @Businessolver
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WORK HISTORY
Director, Client Services @Businessolver
EDUCATION
Indiana University Bloomington
Bachelor of Science in Sociology
ABOUT LAURA RICH
I’m a forward-thinking professional with 18+ years of progressive achievements and promotions, driving high-quality client experiences across benefits administration programs. ↠ As a hands-on leader and compassionate mentor, I work constructively with team members to find solutions and rescue troubled client relationships. By utilizing creative problem-solving, data-driven insights, cutting-edge technologies, and continuous learning, I constantly improve service delivery, mitigate risks, and ensure client delight. Key areas of specialization: Client Service Management / Benefits Administration / Creative Problem-Solving / HR / Health & Wellness Benefits Relationship Management / Project Management / Strategy / Service Delivery / Escalations / Communication Coaching / Mentoring / Process Improvement / Risk Mitigation / Implementation Tools / Emerging Technology Selected highlights from my career: Earned a promotion to Director of Client Services at Empyrean Benefit Solutions, launching the TOPSS model (Technology and Operations Shared Services) to streamline the business model. Attained key business continuity goals through the mentorship of future leaders to build a personal succession plan, coordinating directly with senior executives. Led up to 30 pacesetting employees who received various accolades, all while managing and developing 4 future leaders to ensure a robust and business-aligned succession plan. Achieved the lowest attrition in any client service group (<6%) after ideating and integrating specialized strategies to improve operations, employee engagement, and retention. Boosted retention rates by 100% for a book of business at Aon Hewitt, acting as an expert with annual enrollment, resource allocation, legislative impacts, and project planning and testing. Headed a cross-functional development and implementation team to roll out the first-to-market retirement management website to strategic clients at AIG VALIC. ↠ In my free time, I enjoy writing (authored a YA fantasy novel series), apiculture (beekeeping), hobby farming, and gaming. I look forward to meeting you! You can reach me at l••••••••@gmail.com.
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