Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,

Experienced professional demonstrating essential leadership with strong interpersonal skills. Possesses keen analytical and negotiation skills critical for cross-functional teamwork and business management.

  • Statistical analysis
  • Process improvement strategies
  • Policies and procedures implementation
  • Solutions development
  • Systems implementation
  • Staff training and development
  • Performance reporting
07/2020 to Current Quality Assurance Lead General Electric | Township, ME,
  • Planned, executed, and oversaw inspection and testing of each system release to confirm quality conformance to requirements including troubleshooting testing failure.
  • Define the testing strategies, create testing plans, document testing protocols, and ensure the testing team meets the release testing phase deadlines for both acceptance and regression testing as well as PROD validation.
  • Collaborated closely with partners and leadership committee concerning staffing and employee quality issues.
  • Developed documentation of testing best practices, version control practices, defect management practices and user experience documents.
  • Monitored Fogbugz and Wrike activities to maintain project vision and anticipated outcomes.
  • Member of the Change Control Board responsible for reviewing all system enhancement requests, helpdesk tickets, system error resolution, and assisted in the decision making process to approve or reject requests.
  • Consistently looked for ways to improve the companies current processes to make them more efficient.
  • Reported process, plans and issues to the WRIKE Project management team.
01/2019 to 07/2020 Pension Administrator Operations Manager Under Armour | Seattle, WA,
  • Oversaw customer service and administration team in all aspects of quality delivery of participant support including daily phone calls and case work (i.e., ensured team provided professional, reliable, and prompt customer service to participants, clients and colleagues)
  • Trained team on client specific procedures including customer service support and case management (i.e., ensured team responded to pension plan participant calls facilitating requests, consulting with participants on pension plan provisions, benefit calculation questions, payment elections, and explaining basic retirement plan concepts to pension plan participants)
  • Created a knowledge base tool (one previously did not exist), and actively updated and enhanced as needed, based on training needs as well as client updates/changes
  • Responsible for monthly call monitoring and review of admin error log to identify areas for improvement to ensure quality and accuracy (e.g., drafting enhanced procedures and documentation, providing additional training, creating system enhancement requests to assist team etc.)
  • Responsible for drafting training plans and materials for new clients and client special projects.
  • Served as primary subject matter expert for customer service delivery to plan sponsor participants including Nextiva call technology/call center dashboard and reporting.
  • Assigned cases to team members each day, monitored workloads to support client service level agreements
  • Efficiently managed individual workload as well as team’s workload to fulfill commitments across multiple clients in a timely manner (i.e., ensuring achievement of client service level agreements)
  • Provided coaching and mentoring, including bi-weekly check-ins and mid-year and end of year performance reviews.
  • Created process for performance improvement plans (PIPs) to support team members with low performance with 85% of team members successfully completing the performance plan with no further issues.
  • Encouraged team collaboration and worked to resolve conflicts and performance issues.
01/2016 to 01/2019 Pension Administration Consultant October Three Consulting | City, STATE,
  • Handled ongoing day-to-day benefit plan administration and management of special projects associated with defined benefit plans for various clients.
  • Accountable for supporting team members in providing outstanding service delivery for assigned clients including: Understanding clients’ pension plan provisions, data and system, ensuring accuracy and quality of system generated calculations and participant communication statements.
  • Adhered to standard operational procedures to ensure overall quality of deliverables.
  • Completed all calculations and operational processing tasks within set timeframes and client service level agreements.
  • Reconciled transactions with administration systems and coordinate monthly pension payments with trustee.
  • Responded to pension plan participant calls and facilitates requests, consulted with participants on pension plan provisions, benefit calculation questions, payment elections, etc. Explained complex
    retirement plan concepts to pension plan participants.
  • Participated in system function testing and integration testing.
  • Identified areas for improvement in processes and procedures and built process and procedures for any new client implementations.
  • Flexible in taking on new tasks and helping other teams on special projects.
  • Handled escalated callers and/or issues and worked with managing Partners as appropriate.
03/2006 to 07/2014 Team Lead Voya Financial | City, STATE,
  • Monitored team progress and enforced deadlines.
  • Fostered positive employee relationships through communication, training and development coaching.
  • Integrated process improvements to increase overall workflow.
  • Completed training of offshore team and internal temporary employees during DeRisking Project for pension plan.
  • Monitored daily processing of internal & offshore teams to ensure payroll transactions were completed within Standard Level Agreements.
  • Processed payment instructions for participant incoming election forms for large market client that averaged about 800 incoming election forms per month.
Education and Training
Expected in 05/2004 High School Diploma | Seacoast Christian Academy, Jacksonville, GPA:

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School Attended

  • Seacoast Christian Academy

Job Titles Held:

  • Quality Assurance Lead
  • Pension Administrator Operations Manager
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  • High School Diploma

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