Customer Service Human Resources
Resume:
ELIZABETH A. GHOLSON
Sultan, WA 98294
*********@*****.***
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OBJECTIVE:
To obtain a position offering a variety of challenges and opportunities
with a company committed to employee development, growth and will provide
me the opportunity to leverage my extensive experience in human resources,
benefits administration, customer service, office operations, and account
management.
PROFESSIONAL EXPERIENCE:
Aertotek - (Contract, Genie Industries Account) Redmond, Washington
May 2011 - July 2011
HR Benefits and Payroll Coordinator
I assisted both the Benefits and Payroll teams in a variety of tasks and
projects within the HR Department for an employee base of over 3000.
. Processed on line enrollment applications and followed up on
missing/required information
. Processed state Qualified Medical Support Court Orders (QMSCO's)
. Tracked and updated monthly statistical reports
. Generated termination reports and communications
. Processed incoming Verification of Employment forms
. Audited HRIS system generated Benefit Deduction files pre and post
payroll uploads
. Generate retro active benefit payroll deduction calculations file
. A variety of administrative tasks, such as but not limited to filing,
faxing, document scanning, and mail distribution
Gallagher Benefit Services, Bellevue, Washington
February 2010 - November 2010
Client Relations Specialist
I served as the primary client contact (internally and externally), and is
accountable for the quality of the client experience in addition to serving
as an extension of the clients human resources team.
. Develop and maintain productive client and carrier relationships.
. Responsible for project managing implementation of all sold and
renewing business.
. Review, research, and adjust as necessary all client visible outputs.
(Including but not limited to billing reports, emails, letters, COBRA
reports, and special project outputs)
. Communicate with clients, carriers and brokers to resolve client
concerns.
. Provide accurate and timely support for client specific projects and
ad-hoc reports.
. Identify system or procedural errors that adversely impact the clients
and resolve.
. Written communication with carriers and participants.
LTC Solutions, Inc., Redmond, Washington
October 2007 - August 2009
Operations Manager
Managed and supported the Sales, Finance, Client Relations, and Customer
Service Departments. I provided a high level of support to the company
president and senior management teams; providing data and insight to assist
in the management decision making processes in the establishment and
maintenance of procedures for all areas of operations.
. Processed incoming benefit enrollment forms and researched any needed
or missing information.
. Generated carrier specific enrollment files based on forms received.
. Provided customer support by responding to calls and emails with
questions regarding benefits, eligibility and any other plan
information.
. Implemented and lead a continuous quality improvement process,
focusing on systems/process improvements.
. Lead CRM implementation and working directly with the CRM contractor.
. Generate client specific documents through mail merge ranging from 20
to 2000+ pieces
. Strategic management of the production, shipping, receiving,
technology, inventory, and facility management.
. Maintained eligibility and reconciled monthly carrier billing
statements.
Premera Blue Cross, Mountlake Terrace, Washington
May 2006 - September 2007
H&W Benefits and Leave of Absence Administrator
Responsible for the administration Leave of Absence, Workers Compensation,
and Active Benefits for all Premera and LifeWise associates in Western &
Eastern Washington, Oregon, Alaska, Arizona, and various other states in
which associates telecom muted.
. Administered various health and welfare benefit programs; Flexible
Benefit Program, medical, dental, life and AD&D insurance, short and
long term disability.
. Developed tests and implemented tracking system and reporting for
leave of absence and workers' compensation programs.
. Updated status changes and employee information in companies HRIS
systems - Ceridian and PeopleSoft
. Administered leave of absence programs ensuring compliance with state
and federal laws.
. Administered workers' compensation programs.
. Managed vendor relationships and coordinated the administration of
health and welfare plans with third-party vendors. Monitored and
resolved vendor issues as necessary.
. Developed and implemented employee information presentations and
conducts enrollment meetings.
. Developed documents and maintained administrative procedures for
health and welfare benefit programs.
ADP Comprehensive Outsourcing Services/ProBusiness Administrative Services
Bothell, Washington
March 1997- May 2006
Benefits Processor, Payroll Specialist, H&W Benefits Processor and FSA
Processing Manager
Administration of H&W, COBRA, Retiree, Flexible Spending Accounts, payroll
processing, implementation and project coordinator responsibilities for
multiple clients.
. Primary contact for clients and third party vendors to resolve day-to-
day operational issues.
. Managed the semi-monthly payroll processing for an employee base of
over 400 employees.
. Generated and performed weekly audits of time tracking system.
. Coordinator for the migration of H&W clients to the other ADP
locations and platforms.
. Independently managed the benefits and COBRA processing for an
employee base ranging from 3000 to 7000 employees.
. Coordinated and implemented annual open enrollment activities
including systems set up in benefits, payroll, and COBRA systems.
. Manage and monitor incoming inquiries from Clients, Managements,
Customer Service and the Account Management Team.
. Directly responsible for the overall timeliness and accuracy of FSA
processing for all clients.
. Develop process flows and documentation.
EDUCATION:
Diploma with high honors, Mariner High School, Everett, WA
COMPUTER SKILLS AND APPLICATIONS:
Microsoft Word, Excel, Access, PowerPoint, Outlook Express,
SIEBEL
ADP - Whitney and Pay Force Platforms
Oracle Systems - HRIS Application
HR and Payroll Modules in Ceridian
Microsoft CRM Dynamics
Lotus Notes
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