Customer Service Management

Tracey M. White

**** ********* ***., ***. ** ( New York, NY 10027 212-***-**** (

*********@*******.***

Senior Benefits Specialist

Plan Management...Program Delivery...Employee Education...Legal

Compliance...Vendor Relations...Corporate Planning

Financial Analysis...Benefits Administration...Project Management...Problem

Resolution...Modeling & Projections

Highly knowledgeable and progress-driven Global Benefits Expert with 15

years' experience in effective employee relations, plan management, and

program design and execution. Strong track record of providing strategic

direction for national and international employees using outstanding

analytical skills. Consistent top performer with proven customer service

abilities, strengths in process improvement, and business and financial

acumen. Continuously develop ways to streamline and enhance HR operations.

Career Development & Accomplishments

merrill lynch/bank of america ( New York, NY 1991 to 2011

International Benefits Consultant (1996-2011)

Senior Secretary, International Compensation & Benefits Department (1991-

1996)

Progressed through series of positions with increasing responsibilities

based on exceptional performance, proven leadership skills, and global

benefits expertise. Managed benefits for expatriate population of

approximately 500 during transfers and/or repatriation. Supervised annual

enrollment process for medical and dental plans, updated and maintained

accuracy of benefits information via Oracle, and communicated regularly

with HR colleagues in US and overseas.

Met one-on-one with employees to discuss application processes and

benefits, including health and welfare, risk, 401(k), and pension. Liaised

between staff and insurance companies to resolve discrepancies. Supplied HR

staff with data on plan costs and company contributions to ensure strict

regulatory compliance. Created benefits documents and presentations in

Microsoft Word and employee database in Microsoft Excel. Key Achievements:

V Upgraded expatriate communication strategy from mail to e-mail, saving

significant time and expenses and eliminating complaints due to

missing information.

V Key player in integration/implementation of new HR database for

expatriate population, improving access and accuracy of benefit

premium amounts and salary deductions.

V Independently coordinated and secured plans for international retiree

and soon-to-be retiree benefits that were lost during Bank of America

takeover; ensured employees had point-of-contact with insurance

company.

V Served as staff resource and earned reputation as "go-to" person for

resolving benefits issues for both expatriate and domestic population.

Technical Skills

HRIS ( HRMS ( PeopleSoft ( Oracle ( Microsoft Office Suite (Word, Excel,

Outlook)

Education

B.A. in Psychology: Hunter College, New York, NY

Graduated with Honors; Dean's List

HIPAA Training - Merrill Lynch/Bank of America (2011)

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