Customer Service Project Manager
Resume:
Lena L. Parker, PHR
469-***-**** • *********@*******.***
AREAS OF EXPERTISE
Health & Welfare Plan Administration Communications Wellness Programs
Project Management Vendor Management Compliance
Retirement Savings Plans Customer Service Quality Assurance
SIGNIFICANT ACCOMPLISHMENTS
Successfully implemented six new vendors with simultaneous effective dates during annual
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enrollment and in the midst of an HRIS/payroll system conversion.
Managed the development, production and deployment of Total Benefit Statements with zero
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percent errors for three consecutive years.
Discovered and corrected a processing fault which eliminated potentially millions of dollars in
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company liability for employee and dependent term life insurance.
ESSENTIAL KNOWLEDGE
Effective project manager and administrator of the day-to-day operations of employee health &
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welfare benefit plans including but not limited to: medical, dental, life, vision, HSA, EAP, STD,
LTD, LOA, COBRA, retiree and 401(k) savings plans for multi-state employee populations ranging
from 900 to 20,000 lives.
Primary subject matter expert for interpretation of plan eligibility and provisions; resource for
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escalations, employee liaison for carrier claims issues, demonstrated prompt and courteous
customer service skills in the investigation and resolution of various employee benefit issues.
Ensured compliance with ERISA, FMLA, DOL, HIPAA, IRC, PPACA, & specific state legislation and
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other regulatory agencies impacting employee benefits plans to minimize liability.
Developed and maintained effective and collaborative relationships internally i.e., HR, IT, payroll,
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accounting and legal departments, as well as with outside vendors, and third-party
administrators to achieve organizational objectives.
Coordinated annual enrollment events, communication distributions, set-up auto reports,
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provided system training, conducted weekly status teleconferences, facilitated new hire
orientations, annual enrollment meetings, webinars, and “Train the Trainer” presentations.
Implemented new plans and amended existing plans as appropriate to ensure system benefit
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offerings were updated and in accordance with plan provisions.
Loaded and audited benefit plan details and rates into the HRIS system; created test plans and
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verified premium deduction calculations for accuracy, updated employee demographic, eligibility
and status changes in HRIS and vendor on-line interfaces.
Configured website content in accordance to health plan eligibility rules and isolated visibility of
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plan information based on specific group eligibility.
Primary resource for process redesign or development, utilized best practices, standardized
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routine processes, proactively identified areas of improvement, reduced redundancies, increased
efficiencies and ensured that administrative procedures were effective, thoroughly documented
and consistently applied.
Reconciled inbound benefit payroll deduction discrepancies and exercised critical and creative
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thinking skills in the resolution of complex data and file integration issues.
Created “employee friendly” Summary of Benefits booklets/guides, enrollment materials, FAQs,
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recruiting tools, event flyers, posters, presentations and other participant notices to effectively
notify and inform employees of relevant and pertinent changes to benefit plans.
Participated in completing surveys and presented synopsis to upper management.
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Accustomed to handling confidential and sensitive data and performing at a high level of
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integrity and visibility.
RELEVANT EXPERIENCES
HRSMART
Client Services Account Manager • 2011
SPHERION STAFFING
Senior Benefits Specialist (CONTRACTOR) • 2009 – 2011
MERCER HUMAN RESOURCES OUTSOURCING
Client Services Team Leader • 2007 – 2009
CONCENTRA INC.
Benefits Manager • 2003 – 2006
AFFILIATED COMPUTER SERVICES / BENEFIT PARTNERS
Benefits Manager/ Consultant • 2001 – 2002
EDUCATION & CREDENTIALS
Bachelor Degree, Human Relations/Business
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PHR
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Active Texas Life, Accident & Health Group I Agent’s License
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TECHNICAL SKILLS
MS Office: Word, Excel, Outlook, PowerPoint, Publisher, Project
HRIS: Ulti-Pro, SAP, Ceridian, PeopleSoft
Vendor web based on-line enrollment and eligibility information systems
Contact this candidate