Benefits Service Manager Resume Example
I am a dynamic leader with proven success in managing people, processes and technology. My experience includes nine years of managing and administering employee benefits, customer care and business operations. I specialize in maximizing operations through building relationships, using effective communications through all levels of an organization and achieving measurable results.
Human Resource Management
April 2012 to CurrentAmazon.Com, Inc. － Temple Terrace , FL
- Provide the strategic direction of benefits programs to deliver a competitive and cost-effective group health plan.
- Responsible for the design analysis, implementation, administration, communication, and compliance of all health & welfare plans.
- Responsible for benefits strategy and administration, vendor management of all health plan providers and third party administrators.
- Develop strategic relationships, create cohesive team across vendors to provide fully integrated program Collaborate with consulting partners to track benefit plan costs & analyze trends.
- Research and evaluate best Oversee the administration of various wellness programs Ensure the design & administration of all company-sponsored programs are in compliance with legal requirements Manage the annual enrollment process Participate in discussions with the fiduciary/governance committee, providing expertise and recommendations Responsible for compliance activities including maintenance of plan documents, preparation & distribution of regulatory filings and notices, review & responses to member appeals, etc.
- Serve as primary contact for various benefit issues such as plan provisions, policy interpretations, procedures, coverage, claims, claim appeals, and other benefit matters Ensure exceptional customer service to all employees.
January 2006 to April 2012Aon Hewitt － City , STATE
- Accountable for operational performance and ongoing service delivery, including meeting and exceeding contractual performance standards and Scorecard operations measures.
- Managed workflow and resource capacity to ensure SLAs are met.
- Effectively communicated relevant issues and key status updates to stakeholders.
- Participated in strategic planning, budget management, and development of policies and programs Maintained a working knowledge of relevant Aon Hewitt applications, products, customers, and reporting capabilities and share knowledge with team regularly Responsible for selection, hiring, and management of budgeted headcount.
- Establish clear, measurable individual objectives and team goals and provide timely feedback on progress towards employee objectives Lead, motivate and coach employees and create a high performance team environment that delivers Enthusiastic Customer Support to all participants Page 2: Resume for Theresa Wood Directs work, manage performance, and provides timely coaching and feedback Identify and articulate reporting results, which includes targets, specific data and performance gaps.
- Proactively worked with employees to track and communicate daily, weekly and monthly goals, identify and address performance inefficiencies and resolve issues Worked with employees to understand process and technical opportunities for improvement and champion these changes within the organization.
- Directed the development and implementation activities for employees in supporting the department's daily operations.
- Cascade and reinforce company and department messaging as pertinent to team.
- Attend training in advance of employees; ensure key training elements are understood and applied in daily work.
- Handled escalations when requested by a client, or as a backup to the Senior Manager, if needed.
- Performed weekly QA evaluations for employees and deliver timely coaching and feedback to ensure quality standards are met consistently.
- Managed time, validate employee information and track updates using PeopleSoft.
May 2000 to May 2005Ajilon Communications － City , STATE
- Directed multi functional customer service operations to include a 24x7 call center, email teams, field operations, and telephony services unit Maintained all reporting used to provide internal and external leadership with center productivity results, trending, volume and gap analysis Coached and developed a staff of 35 helpdesk analyst.
- Assisted with budget development and managed staffing, training, expenditures, scheduling and compensation within budgetary constraints Created strategic vision and implemented practice and policy to achieve goals and objectives Aligned short and long term strategies to meet client expectations Project planned and managed for all potential new business.
analyst, articulate, backup, benefits, budget development, budget management, call center, coach, coaching, competitive, consulting, client, customer service, Customer Support, delivery, direction, email, functional, hiring, leadership, legal, messaging, PeopleSoft, policies, progress, quality, QA, reporting, Research, scheduling, staffing, strategy, strategic, strategic planning, telephony, vendor management, vision, workflow
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Resume Overview
School Attended
- Clark-Atlanta University
- Strayer University
Job Titles Held:
- Benefits Service Manager
- Benefits Operations Manager
- North America Helpdesk Manager
Degrees
- Bachelor of Arts : Business Administration , 1989
MBA : Human Resource Management , 2014
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