PEGGY GALLIVAN

pga9b21e@westpost.net

4913 W. Balmoral Ave.

Chicago, Illinois 60630
(773) 551-9185

Dynamic senior benefits professional possessing more than 20 years proven experi
ence in developing and leading business units/client relationships through manag
ement of start-ups, integration of "multi-domain" environments, strategic consol
idation/turnaround initiatives, and service differentiation seeks to drive profi
tability through superior service within a progressive organization.

SUMMARY:
Team Management Able to adapt to all emergent situations, directing resources
where required to meet goals. Maintain well organized teams, acquiring key talen
t and cross training all staff to be the most effective. Cultivate awareness and
self actualization of personnel building, increased investment in operations by
all staff.

Client Relations Highly experienced in management of contractual engagements;

assess clients true needs and expectations, and building lasting professional re
lationships. Grow and deepen market channels through careful attention to indust
ry topography, offering the most desirable and salient solutions

Process Implementation Possess a proven ability to anticipate unique requireme

nts or potential roadblocks in all situations. Continually develop back-up plan
s to minimize downtime and deliver exceptional results; streamline communication
and implementation channels to quickly/effectively meet client and organization
al needs.

PROFESSIONAL
EXPERIENCE:
J.P. MORGAN RETIREMENT PLAN SERVICES, Kansas City, MO
2007 to Present

Leading global financial services firm

VP - Client Service Director
Oversee client relationship matters to promote the highest level of satisfaction
, acting as an advocate across all organizational areas, including: operational,
legal, and technology issues, and best practices/strategic direction.
Manage strategic aspects of large engagements, mitigating risk to optimize resul
ts.
Directly monitor senior managers/managers assigned to client relationships withi
n practice.
Monitor/review client portfolio, analyze metric performance/client benchmarking,
and conduct service reviews/planning sessions.

Accomplishments
Manage and monitor administrative practices/offerings, ensuring highest-level ex
ecution while controlling costs, resulting in 20% savings annually.
Act as subject matter expert for integration of all defined benefits administrat
ion business into defined contribution record-keeping business structure.
Developed total retirement services business segment, continuously developing pr
oduct and service offerings aligned with client needs across the total retiremen
t market.

CCA STRATEGIES, LLC, Chicago, IL

1999 to 2007
(Acquired by J.P MORGAN)
Actuarial and administrative consulting firm providing services for private/publ
ic benefit plan sponsors
Principal/Administrative Consultant
Managed projects and client relationships for this benefits administration syste
m developer.
Managed all aspects of daily operations and scope, identifying resources needs t
o assign individual responsibilities.
Identified and executed upon key opportunities to partner with third-party chann
el partners, providing integrated administration solutions for plan sponsors.
Created and executed project work plans, revising as needed to meet changing req
uirements.
Drove new business development and revenue generation through cross-selling init
iatives.
Coordinated monthly billing and preparation of client invoices per clients' cont
racts, managing P&L.

Accomplishments
Acted as subject matter expert for design of pension, total rewards, open enroll
ment, and small plan administration systems.
Performed analysis and execution of changes/enhancements to administration softw
are and web-based applications.
Identified and implemented best practices and process improvements.

WILLIAM M. MERCER, INC., Deerfield, IL

1995 to 1999
Global leader for trusted HR & related financial advice, products, and services
(Consulting, Outsourcing, & Investments)
Outsourcing Operations Manager (1997 to 1999)
Managed/directed Team leaders, Analysts, Administrators, and Service Center Repr
esentatives across Benefits Administration and Contact Center.
Responsible for delivery of contracted Pension and Health & Benefits Administrat
ion services to clients.
Reviewed and refined existing processes to achieve targeted efficiencies and par
ticipant satisfaction, analyzing and executing design changes.

Partnered with Legal Support/ERISA counsel on regulatory/compliance questions or

issues.

Accomplishments
Improved profitability of client accounts by a minimum of 5% per annum via chang
e management, special projects, and process streamlining initiatives.

Administration Consultant (1995 to 1997)

Interacted extensively with clients, managing services implementation/administra
tion projects.
Collaborated with senior level management and administrative personnel to define
project scope, client requirements, and on-going process procedures.

Accomplishments
Acted as consulting liaison between benefit service representatives, servicing u
nit, and clients for ongoing administration.

WATSON WYATT WORLDWIDE, Chicago, IL

1994 to 1995
Global leader for trusted HR & related financial advice, products, and services
(Consulting, Outsourcing, & Investments)
Administration & Compliance Consultant
Directed outsourcing function for client groups, coordinating administrative pro
cessing for defined benefit/defined contribution plans.
Drafted, reviewed, and revised plan documents and summary plan descriptions.
Researched and drafted plan policy and procedures changes, plan amendments, and
resolutions.
Responsible for government compliance reporting, ensuring ongoing tax qualified
status for benefit plans.

Accomplishments
Reviewed and streamlined administrative practices, resolving calculation system
errors.

CRAGIN FEDERAL BANK FOR SAVINGS, Chicago, IL

1988 to 1994
(Now BANK OF AMERICA)

Chicago-area financial services provider

Employee Benefits Manager
Oversaw administration, interpretation, and communication of all qualified retir
ement and health benefit programs for financial institution.

Accomplishments
Researched, designed, and implemented benefit plan changes, programs, and polici
es.
Developed and maintained systems for employee benefit budget, payment of premium
expenses, and and created numerous administrative applications: participant dat
abase, asset accounting, record-keeping, and annual reporting.
Developed all written communication of HR policies, procedures, and programs to
managers and employees.

EDUCATION:
Roosevelt University, Chicago, Illinois

Graduated 1988
Completed Graduate Level Paralegal Program, specializing in Employee Benefits

St. Mary's University, Winona, Minnesota

Conferred 1984
Received Bachelor of Arts degree in Human Services, minoring in Business Adminis
tration

CERTIFICATION:
CEBS (Defined Benefits), Exam IV
1994

AFFILIATIONS:
WEB Chicago Chapter, Member
Forest Glen Community Association, Past Recording Secretary
Autism Society of Illinois, Volunteer

~ References available upon request ~

PEGGY GALLIVAN
pga9b21e@westpost.net
4913 W. Balmoral Ave.
Chicago, Illinois 60630
(773) 551-9185

Dear Hiring Executive:

My resume containing pertinent experience and qualifications is enclosed for you
r consideration. I will be happy to provide further information at your request.
As my resume indicates I am a senior benefits professional possessing a 20+ year
career developing and leading business units and client relationships drawing u
pon proven skills in start-up management, integration of "multi-domain" environm
ents, turnaround/consolidation initiatives, and service differentiation within v
arious environments. I believe my background provides a great fit from which to
both meet and exceed your needs and requirements.
I can also offer you other valuable qualities, which you will find beneficial:

Results driven professional with documented success in service deliver, exceedin

g contractual Service Level metrics by more than 98%; manage available resources
to deliver contracted services, resulting in client satisfaction and improved a
nnual cost savings.
Effective management of delivery services to high-level clientele; consistently
rated with favorable performance by clients, resulting in financial rewards, ren
ewed contractual arrangements, and long-standing client relationships.
Strong and effective collaborative relationships with partners across business.
Demonstrate successful balance between building and managing professional relati
onships, applying effective project management and analytical skills.
Proven track record of attracting & developing key talent promoted at a 40% rat
e.

Realizing that this summary cannot fully communicate the benefits I can bring to
this position, I would welcome the opportunity to meet with you. Should you ne
ed any further information, please do not hesitate to contact me.
Thank you for your time and consideration.

Sincerely,

aPeggy Gallivan
enclosure