Benefits Delivery Specialist February 2002 to April 2017Aon/Hewitt Associates
Handled benefit plan consulting for multiple clients.
Accountable for client satisfaction, overall delivery, compliance, system enhancements and change management.
Responsible for resolving complex participant issues by troubleshooting and data analysis.
Prepare statistical summaries, audits reports, and ad hoc requests from the HR system.
Identify process improvement opportunities and automation of manual processes.
Create SOPs for client implementations and transition to ongoing processing.
Create test plans and participate in client acceptance and integration testing.
Coaching and training of Customer service, offshore and new hire associates.
Create and maintain queries for reporting and data integrity checks.
Lead Customer Service Representative February 1999 to February 2002Hewitt Associates
Provided consultation and processed requests for employee's Defined contribution and health care benefits, including COBRA, flexible spending accounts, disability and FMLA.
Involved in new hire training and manager team for escalated call resolution.
Used problem solving, probing and critical thinking to research and resolve issues resulting in high customer satisfaction.
February 1988 to November 1998Marriott's Orlando World Center Banquet Beverage
Banquet beverage lead and quality certified trainer in a high volume resort.
Daily planning and setup of client banquets, meetings and parties.
Accountable for beverage inventory, employee scheduling and client billing.
1983University of Nebraska at Omaha
Florida Mortgage Originators license : 1995Valencia College
Experienced benefits and HR professional with proven results in administering complex Health & Welfare, Defined Contribution, and Define Benefit plans. Team player with extensive experience in project management, operations, customer service, global outsourcing and client relationship management.