Benefits Operations Manager Resume Example
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BENEFITS OPERATIONS MANAGER
Profile
Seek a position within a Business/IT environment where I can continue to develop and apply my career and other skills.
Core Qualifications
Benefits Administration, QA, Information Systems, System Development Lifecycle, Reporting Systems, Requirements Analysis, Requirements Gathering, Strong analytical skills | Testing, Software Testing, GUI and tools, Document management, Customer needs assessment, port Tool, Strong collaborative skills, Excellent problem solving skills |
Professional Experience
Benefits Operations Manager12/2014 to 08/2015Amazon.Com, Inc.Hanahan , SC
- Primary responsibility was being accountable for managing operational performance for assigned client(s).
- Met and exceeded contractual performance standards and defined operational measures.
- Made sure that the all ongoing work was delivered timely and with quality to plan sponsors and plan participants.
- Effective project planning, scheduled and managed, capacity and utilization management, delegated work to meet deliverables, and reviewed status of outstanding work, using either onshore or offshore resources.
- Being accountable for identifying process improvements, that will lead to year-over-year efficiencies in the aligned client group's operational workloads.
- Served as a contact for clients' Third-Party Administrators, as well as all internal Shared Services that impacted ongoing operations.
- Collaborated with Benefits Implementation Manager (BIM) to ensure proper handoffs to operations team.
- Ensured processing documentation was accurate and complete.
- Tracked and improved capacity and utilization of resources.
- Reviewed and signed off on escalated Benefits Analysts (BA) deliverables (e.g., data quality checks, client responses) to ensure ongoing adherence to standard operating procedures that ensures high quality and provides coaching and development of BAs to create a culture of continuous improvement.
- Reported system defects to Lead Systems Analyst (LSA) via defect submission process and collaborates with LSA to mitigate participant damage/risk.
- Adhered to standard operations management practices as outlined by the Client Delivery Group (CDG) Operations Manager.
- Monitored client operations dashboard measures to proactively identify impacts; identifies, plans, and manages process improvement projects to create year-over-year efficiencies in operations.
- Developed and delivered client-specific operational training.
- Provided client and third party administrator contact support for participant and/or processing-related issues.
- Provided and completed accurate client responses for participant and/or processing-related issues that are escalated to senior client contacts (i.e., Director or VP).
- Integrated operations resources with Customer Service resources to provide seamless participant resolution support with focus on participant experience.
Software Systems Analyst09/2011 to 12/2014St. Jude Children's Research HospitalMemphis , TN
- Primary Responsibility was to deliver clear analysis, test plans, and standard operating procedures which accurately reflect the technical capacities of the system and address the requirements of the client.
- Coordinated and coached other team members (i.e., Setup Analysts) on system configuration and test execution of the technology platform.
- Conversion of client requirements into analysis artifacts: Converted, updated, and maintained client requirements according to comprehensive analysis specifications.
- Delivered clear test plans, and standard operating procedures: Designed, updated, and delivered unit, integration, regression, production verification and ECAT test plans.
- Delivered clear analysis specifications and standard operating procedure: Provided service specific expertise for data, foundation and systems analysis in the creation of analysis specifications and incorporated recommended updates to analysis based on review.
- Mentorship/Coach: Coordinated and coached Setup Configuration Specialists/team members on the configuration and testing of the technology platform.
- Requirements: Worked with the Domain Manager and the Benefits Service Manager to clarify requirements.
- Additional Standard Operation Procedures and Responsibilities: Assisted with the deployment (or migration) of new system updates into the production environment.
- Coordinated the work of aligned Setup Configuration Specialists, monitored task completion, and communicated team schedule and status.
- Performed cloning activities, Reviewed analysis and test plan documentation and evaluated the results of test execution.
- Supported production environment (defects and trends) and executed workflow and defect management.
Setup Configuration Specialist09/2008 to 09/2011AON HewittCity , STATE
- Primary responsibility was to configure and tests Hewitt's proprietary total benefits administration system to meet the needs of their clients' requirements through;.
- System Configuration: Configured the system to meet analysis specifications.
- Documented relevant configuration in analysis specifications.
- Fixed any issues identified via test execution.
- Test Plan Execution: Identified/created test participants.
- Performed calculations for expected results as applicable.
- Executed test plans and document results.
- Documented defects when actual results don't meet expected results.
- Updated automated test scripts as needed.
- Execution of the different testing stages such as Unit Integration, Regression, Production Verification.
- Reviewed test plans based on system requirements and analysis.
- Issue Resolution and Debugging: Analyzed and debugged issues.
- Utilized relevant problem-solving resources as needed.
- Escalated issues when appropriate.
Corporate Executive Assistant /IT Support Administrator02/1999 to 09/2008C.R. Bard IncCity , STATE
- Supported the Corporate Director primarily and worked with other team members of the department to achieve company goals in the Information Systems Department.
- Prepared letters and memos in Microsoft Word and spreadsheets in Microsoft Excel.
- Created slides and prepared reports for meeting presentations in PowerPoint.
- Handled all incoming and outgoing mail as well as calls.
- Assisted in Expense Reports.
- Arranged meetings, make travel arrangements Set up video conferences.
- Light accounts payable functions.
- Assisted in updating the company's intranet with current information whenever needed.
- Supported the various IT specialists on various projects within the IT department.
- Maintained basic computer peripherals (printer, copier, fax machine etc.
- Maintained different databases in Ms.
- Access and Excel by manipulating various data whenever needed.
- Assisted in implementing small databases for the department.
Education
Certifications: Project Management Learning Program (PMLP)2015AON HewittCity, State, USA
Professional Accreditation/Professional Development
- Integration Management
- Scope and Resource Management
- Quality Management
- Manage Controllable Income
Master of Science: Management Information SystemsMay 2008Kean UniversityCity, State, USAGPA: GPA: 3.77
Bachelor of Science: Computer Science/Information SystemsAugust 2005Kean UniversityCity, State, USAGPA: Cum Laude
Associate of Science: Computer Information SystemsJune 2003Essex CollegeCity, State, USAGPA: GPA: 3.40
Affilliations/Volunteers/Activites
- HONORS/AWARDS Dean's list (2000, 2001, 2002, 2003, 2004, 2005, 2007)
- AFFILLIATIONS/VOLUNTEERACTIVITIES Engagement Focus Groups (2008-2011) - AON Hewitt
- Licensed Zumba Instructor - (2011-Present)- Continue to volunteer my services through various Charities/fundraisers by organizing/coordinating/instructing/donating. Charities/Fundraisers include Susan Komen Breast Cancer, American Heart Association etc.
Skills
Adobe, benefits administration, clarify, coaching, Cognos, computer peripherals, hardware, conferences, continuous improvement, Conversion, Client, clients, Customer Service, databases, Debugging, Delivery, documentation, expense reports, fax machine, focus, GUI, Information Systems, letters, Lotus Notes, MAC, Director, Mainframe, managing, meetings, Access, Microsoft Excel, mail, Outlook, PowerPoint, Microsoft Windows XP, Microsoft Word, migration, operating systems, operations management, copier, presentations, printer, problem-solving, process improvement, project management, project planning, quality, quality management, Reporting, scheduling, scripts, spreadsheets, SQL, system configuration, systems analysis, systems analyst, Tableau, make travel arrangements, video, Visio, Vista, Visual Basic, Word Processing, workflow, TBA/Workbench, Software Testing, QA, Reporting Systems
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Resume Overview
School Attended
- AON Hewitt
- Kean University
- Essex College
Job Titles Held:
- Benefits Operations Manager
- Software Systems Analyst
- Setup Configuration Specialist
- Corporate Executive Assistant /IT Support Administrator
Degrees
- Certifications : Project Management Learning Program (PMLP) 2015
Master of Science : Management Information Systems May 2008
Bachelor of Science : Computer Science/Information Systems August 2005
Associate of Science : Computer Information Systems June 2003
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