Prior to establishing Paradigm, John served as Vice President and Manager of the Employee Benefit Services department at Johnson & Higgins of Massachusetts, an international insurance brokerage and consulting firm.  John's experience also includes nine years at the Prudential Insurance Company as both a senior underwriter and a group sales representative in New York, New Jersey and Boston.

Tracy A. Coen, Managing Director
Franklin & Marshall College, B.A.

As co-founder and Managing Director of Paradigm Associates since 1995, Tracy has  been an integral part of the success and growth of the company.  Tracy’s client management expertise and strong consulting background are valuable assets to our clients. Her trademark ability is to develop creative solutions and deliver comprehensive practical business advice which enhances the value of the client benefit programs while managing their overall cost.  Her thorough plan review and management is recognized by our clients as the fundamental foundation to develop a long-term benefit plan strategy and manage ever-increasing plans costs.  Clients in diverse industries from retail to higher education, from non-profit to financial services have benefited from Tracy’s 20 years of experience in the industry. She works closely with the underwriters within the insurance community to design guidelines that ensure the long term financial integrity of the programs on behalf of our clients.  Tracy has worked on accounts that range in size from 5 employees to 50,000 employees, single and multi-location with either fully insured or self-insured funding arrangements.  As Managing Director of Paradigm Associates clients’ services division, Tracy’s responsibilities also include developing and monitoring the success and satisfaction of all client service functions.  These systems are responsible for the high client satisfaction results and client retention rate that has become one of the cornerstones of success for Paradigm.   

Prior to establishing Paradigm, Tracy served as an Assistant Vice President at Johnson & Higgins of Massachusetts, an international insurance brokerage firm.  Tracy's experience also includes several years as a Benefits Consultant at KPMG Peat Marwick in New York City.

Bruce Crohn, Senior Vice President
Arizona State University

As Senior Vice President for Paradigm Associates, Bruce has been invaluable in growing the Paradigm client list.  He is highly effective in sales and marketing, as well as account management.  Bruce specializes in providing detailed reporting packages to our clients, both large and small, so that they can effectively manage their programs from year to year.  His diverse background has provided him with a unique orientation toward his account management style, often times providing helpful advice on payroll and human resource practices, above and beyond his current job responsibilities.  His clients have come to rely upon his judgment and advice for many aspects of their business operations.  His dedication to quality service has been consistent throughout his career, and is evidenced by the respect he commands from his colleagues and his high client satisfaction and retention rate.

Prior to joining Paradigm, Bruce served as Regional Account Manager for HR Logic, a Fidelity company involved in human resources and benefits administration outsourcing. For 15 years prior to HR Logic, Bruce served as Senior District Manager of ADP, the world’s largest payroll processor.

Heather J. Crowley, Director of Client Services
Springfield College, B.S.

As Senior Account Manager at Paradigm, Heather acts as a vital extension to our clients’ Human Resource team.  She is an invaluable asset, available to guide our clients through the day to day operations of all group-sponsored health and welfare programs.  Her excellent relationships with the insurance company representatives proves to be critical to the success of our clients’ overall employee benefit program operation.  Heather’s technical expertise and insurance product knowledge offers our clients a resource that they have come to rely upon daily. She works on accounts in several different industries  and sizes, and this broad perspective on the employee benefit plan landscape provides her with a depth of understanding that is unparalleled.  Her attention to detail and her responsiveness have earned her the respect of all those she works with.  Heather’s responsibilities also include marketing the insurance programs from year to year to confirm the financial competitiveness of the plans, as well as monitoring the financial aspects of our client’s programs, and providing regular updates for them so they may adequately forecast and budget for these costs.

Prior to joining Paradigm, Heather served as Human Resources Manager for the Northeast Region of HR Logic, a Fidelity company involved in human resources and benefits administration outsourcing.

Jason P. Reynolds, Senior Account Manager
Temple University, M.B.A., M.S.

As Senior Account Manager at Paradigm, Jason provides high quality benefits consulting advice to our clients in their day to day operation of their employee benefit programs. His strong technical background has proven to be a valuable asset to our clients as they struggle to manage and budget for annual health care cost increases.  He works closely with our clients on the financial aspects of their programs and provides regular status updates to them throughout the course of the year on the funding adequacy of their plans.  Jason’s responsibilities also include marketing the employee benefit programs from year to year to confirm the financial competitiveness of the plans. His detailed analysis makes him a critical asset to our clients, allowing them to focus on their jobs, while he effectively manages their programs on their behalf.  Jason is also responsible for many of the compliance aspects of the employee benefit programs, including annual Form 5500 filings, summary plan description and summary annual report preparation, and providing practical advice to clients around Cobra and HIPAA administration.

Jason’s brokerage and consulting knowledge was gained through eleven years of industry experience, principally at Marsh in Boston and The Segal Company in Washington, D.C.  He also managed accounts at a New England-based Third Party Administration firm specializing in partial self-funding employee benefit plans.  Jason earned the Certified Employee Benefit Specialist (CEBS) designation in 2002. 

James Santacroce, Senior Account Manager

Suffolk University, M.S.

James is a terrific asset to the account management team.  As Senior Account Manager, James brings a wealth of industry experience and product knowledge to our clients 

Specifically, James has developed strong skills in the area of financial and benefit plan analysis.  This analysis and attention to detail assists clients in developing sound benefit plan cost forecast and budget projections to enable clients to make solid practical business decisions about their benefit plans.  Throughout this process, James works closely with his clients to identify specific trends and provides recommendations that meet senior management objectives while maintaining competitive benefit programs.   This talent also assists clients in developing clear, concise employee communication tools to educate employees about the value of their benefit plans. 

Prior to joining Paradigm Associates, James held a variety of positions at Harvard Pilgrim Health Care over the past eight years. Most recently, James served as an Account Executive in the Middle and Large Markets. While working within in this market segment, James had the opportunity to work with many clients that differed in size and type of industry. Recognizing the diverse needs and challenges of his clients, James assisted in implementing a variety of strategies that accomplished each client’s unique objective and needs.

 

Alicia Nicotera, Account Manager
Framingham State College, B.A.

Alicia provides critical support to the Paradigm Senior Account Managers and Sales Team and Paradigm clients alike.  She has a proven track record of achieving quality service in our fast paced environment.  Her organizational skills and attention to detail provide much needed support on a daily basis to keep all projects on track.

Alicia has responsibility for answering benefit plan questions that come up from her clients, handling all customer service issues, marketing and renewing all plans on an annual basis.  In addition to handling her client work, Alicia provides back-up support to the Paradigm team as she assists them with their client service issues.  Alicia is also trained on our client software, Benergy, and updates our client Benergy websites as needed.  She also provides administrative support on the day to day operations for our firm.

Before joining us at Paradigm, Alicia was an Administrative Assistant at New York Life Insurance Company for their Boston office. There she gained valuable experience in the insurance industry, and has successfully applied that experience to her clients at Paradigm, making her an immediate asset to our team


Marianne McKenna, Administrative Assistant
Providence College, B.A.

Marianne keeps our office running smoothly and provides administrative support to our Account Management Team.  She also is responsible for the day to day service and ongoing client support to our clients in our Small Group Service Division, a division designed specifically to ensure that all of our clients, regardless of size, receive the same quality customer service from Paradigm Associates. It is her responsibility to assure timely renewals for our small group clients with the most competitive premium rates available in the marketplace and assists them with any day to day issues that might arise, including premium payment discrepancies, claim payment problems or general employee benefit plan questions.

Marianne is an invaluable part of the Paradigm Associates Team and as the first person a Paradigm Associates’ client will come into contact with, Marianne exemplifies our dedication to exceptional client service daily.