Chicago, Illinois, United States
Experienced Health and Welfare Benefits Administrator. Skilled in data-driven, consumer-centered technology with personalized care and service to deliver a superior overall customer experience. As a Client Relationship Manager, my goal is simplifying work and life, both now and in the future for my clients and their employees.
• Manage a team to deliver client projects, ensuring adherence to Service Level Agreements and Performance Guarantees. • Foster strategic partnerships with clients and vendors, optimizing operational relationships and facilitating key meetings. • Oversee system configurations for client benefit programs, conducting thorough testing to guarantee accuracy and compliance with client requirements. • Provide expert consultation on system enhancements and best practices, while advocating for client needs throughout the product lifecycle.
• Managed client relationships, serving as the primary liaison for operational delivery, coordinating with vendors and third-party stakeholders to delegate team responsibilities and ensure project success. • Administered project life cycles and deployment governance, leading requirement definition processes and implementing risk mitigation strategies to uphold high-quality Client Acceptance Testing. • Conducted data analysis and reporting by writing queries and producing reports, contributing to the attainment of Service Level Agreements and the optimization of Standard Operating Procedures. • Drove continuous improvement initiatives, facilitated cross-functional team development, and reinforced best practices to enhance service offerings, including COBRA, FSA/HSA Administration, Affordable Care Act and other ancillary services.
• Documented and translated complex system requirements, ensuring meticulous maintenance of business documentation throughout the implementation lifecycle. • Facilitated coordination and leadership in client and vendor meetings, driving successful acceptance testing through comprehensive training and development initiatives. • Delivered expert consulting services, contributing to service enhancements and managing critical issue resolution, while effectively transitioning projects to delivery teams.
• Managed the integration and maintenance of Health Plan data into a centralized system, ensuring accurate and accessible information for stakeholders. • Directed cross-functional teams in the execution of new client implementations, annual enrollments, and project-specific initiatives, delivering tailored health and welfare plan configurations. • Developed and refined standard operating procedures (SOPs), led system testing and process enhancements, and provided mentorship to team members, enhancing overall operational efficiency and data integrity
• Counsel participants on health and welfare, 401K, and pension benefits related issues • Subject matter expert on multi-client team in health and welfare, 401(K), and complex Pension plans • Death and Retirement project lead for multiple clients handling specific needs of the participant • On floor supervisor handling manager escalated calls, multiple team chats, and assisting team members • Call coaching for peers including call listening and side by sides for quality • Project leader for the document assessment process, adoption claims and tuition reimbursement • Identify process improvements to desk top tools and client provisions and processes • Facilitate and create training for annual enrollment, ongoing and offshore teammates • Maintained reference database materials and portals for accuracy • Communicate and Identify trends and issues