Sheffer

Areas of Expertise

  • Call Center Development
  • Benefit Administration Services
  • Quality Assurance
  • Project Management

 

Contact Doug
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475 N. Martingale Road
Suite 900
Schaumburg, IL 60173
Phone: 847.592.6650
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Doug Sheffer

Senior Consultant & Shared Services Delivery Manager

Doug is a Senior Consultant and Shared Services Delivery Manager for the firm. He joined the firm in 2011 with over seven years of benefits administration experience specializing in pension administration.

In his role as a Senior Consultant, Doug manages the Health & Group Benefits daily administration. In supporting a variety of benefits plans and projects, he works closely with clients ensuring quality of work and overall client satisfaction.  The participant experience is a primary motivator in ensuring daily deliverables are accurately and efficiently met.

Doug is also responsible for the administration of the Call Center and Shared Services engagements across multiple services within benefit administration. He manages the overall delivery of operations of the Call Center and Shared Services while working closely with the consulting team to ensure deliverables are positively achieved.  He is also responsible for the firm’s fulfillment center where inbound and outbound mailings for administration are processed and imaged. Doug plays an important role as the liaison between the consulting team and the client participant population. He is passionate about providing the best possible participant experience through quality customer service.

Prior to joining the firm, Doug worked as an Operations Manager with an industry-leading benefits administration outsourcing firm. In addition to the aforementioned roles Doug’s work experience also includes Call Center Representative, Call Center Team Lead, Call Center Trainor and Benefits Analyst.  Additional responsibilities included people and project management for both onshore and offshore associates, recruiting, talent development and team building.  

Education

  • Northern Illinois University, DeKalb, IL - BBA, Political Science

What's Your Passion?

My primary passion and purpose is my family. From there, I am true fan of all sports and always up for some friendly competition. If am not engaged in one of my kid’s activities or working you can probably find me on the golf course or out on the lake fishing