Customer Service Project Manager

Richard L Reed III **** Beresford, #* San Mateo CA 94403 510 / 821-

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

Objective:

I am a proactive Business and Benefits Analyst with experience, proven

ability, in project management for Lawson & PeopleSoft interface

processing, plan design research analysis, scoping and defining new

business opportunity, benefit systems, metric report implementations and

data validation. I establish strong relationships within all levels of an

organization to conduct data analysis, along with writing business

requirements and recommending solutions. My expertise is in research,

analysis and evaluation in queries/data comparisons for data audit

processes to ensure accurate data integrity. I follow through on all

assignments and take ownership of customer issues within projects assigned

including external customers, managing a variety of simultaneous projects,

and experience in interpreting regulatory language in the healthcare

industry.

Technical Software Skills:

PeopleSoft HR Help Desk, LAN, Windows NT Server, MS Exchange Server, Data

Communications Systems, Web based PeopleSoft HR 8.8, Citrx, ADP-

ProBusiness, Report Writer 10.0, HRIS, Excel, Word, PowerPoint, Lotus

Notes, Internet Explore, Netscape Navigator, MS Outlook, MS Access 97,

Excel 2000, Windows NT, Windows 2000 Server, Windows XP, Microsoft Visio,

Cognos 8.

Professional Experience:

Hr Regional Benefits & Wellness Program Analyst Sutter Health East Bay

Hospitals - Regional Oakland, CA 02/2010 - 06/2011

. Provided project management analytical and technical support in

the research and business case development, UAT testing planning and

execution of health and welfare benefit programs including corporate

wellness programs for the hospitals within the Regions 10,000

employees.

. Demonstrated audits in the Region's compliance with Internal Revenue

Code and Department of Labor reporting requirements as they relate to

employee benefit and Wellness Screenings, HRA, Incentive Tracking.

Analyzing data on health plan costs and wellness program costs and

preparing return on investment analysis for health improvement

programs.

. Create Lawson reports to provide analytical feedback to draw valid

conclusions, formulate sound recommendations and prepare effective

written and statistical reports required to help reduce cost in

healthcare.

. Project Managed annual enrollment, annual plan renewals, and annual

wellness program renewals for 9 hospital affiliates.

. Gather comparative data on wellness programs within Sutter

Health and from other large healthcare organizations and employers to

make recommendations on program status and opportunities for

improvement.

. Develop business cases for implementing wellness programs or

program modifications, including gathering survey data.

Hr Business & Systems Consultant Banyway Business Group Inc Walnut Creek,

CA 08/2008 - 02/2010

. Offer Corp-to-Corp services to small, and mid size companies to assist

with Benefits, Business Solutions teams and IT to

maintain/review/verify valid data tables; As an analyst I partner with

senior members of the benefits department to perform a variety of

complex support activities in the delivery of the employee benefits

program. Assisted in identifying opportunities of continual

improvement in benefit programs. Responsible for leading feasibility

studies, managing the evaluation of new business solutions and

defining the cost/benefit and financial justification of IT projects

supporting HR.

Hr Business Systems Analyst Kaiser Permanente Alameda, CA 08/2007 - 08/2008

. Provided feedback and updates for PeopleSoft desk level procedure

documents to accurately reflect processing procedures.

Responsible for data analysis, validation, cleansing, collection and

reporting. Created reporting queries to audit inaccurate information

and Logged production problems. Reported status of regression testing

to team managers.

. Acted as a liaison between the various processing groups, participated

in system testing activities as needed. Responsibilities included:

creating query reports to identify discrepancies & review for fixing.

. Was the project lead to identify / implement process improvements;

research employee/manager initiated benefit discrepancies; Identified

/investigate/resolved data issues; provide accurate/relevant HR-

related information/support to customers for benefit-related issues;

and serve as a resource to the benefits delivery staff.

. Served as liaison between HR business and IT community; develop strong

partnerships. As an analyst, I effectively partnered with Benefits

Business Solutions team and IT to maintain/review/verify valid data

tables; and assisted the system administration and benefits design

team with the annual open enrollment process including COBRA.

. Assured that the PeopleSoft Benefits Administration system functions

smoothly to process all benefits activities within the production

environment at Kaiser Permanente national human resources center

Utilizing PeopleSoft 8.8 Benefit Administration. Responsible for

project coordination, research, testing, documenting, and analysis.

Hr Business Data Analyst Charles Schwab & Co., Inc. San Francisco, CA

01/2007 - 08/2007 (Contract)

. Carried out complex assignments requiring working knowledge of re-

engineering or enhancing business processes. This included working

knowledge of industry standard analysis techniques such as use-cases,

models, & diagrams.

. I was apart of the project lead for PeopleSoft 8.3 to 8.9 UAT upgrade

projects, using my knowledge of application in both positive and

negative testing. Created and publish regularly scheduled AdHoc

reports as needed.

. Effectively identified, understood and communicated salient project

issues and opportunities; able to effectively use, modify, and guide

usage of analytical techniques; ensures that technology opportunities

are identified for delivery enhancement.

. Developed business requirements and documentation for functional use

and enhancements.

. Assisted in the business processess, operations and practices so that

implementation and solutions of systems were fully meeting the needs

and requirements of the business appropriate to the environment.

. Judgment included analyzing projects to estimate impact on the

business, employees, and customers with the intention of finding the

most equitable solutions for issues and problems. This helped to

reduce company cost, improve customer service, provide information,

improve processes, solve emergency issues, respond to business needs

and implement new or changing technology. Tested fixes submitted by

off shore development teams.

. Was responsible for ensuring integration points are identified and

that project integrates seamlessly across policies, processes or

procedures. External Contacts include: Outside Consultants, Vendors

and contractors to compare products and services, resolve problems,

plan project strategy and partner in project.

Sr. Benefits Analyst, Lumetra San Francisco, CA 04/2006 - 01/2007

. Managed designed, and implemented company from a paper based benefit

environment, to a full self-service electronic environment. In

addition to communication of new policies, programs and procedures

with enhanced efficiency.

. Was the primary contact with life insurance claim process, providing

additional detail to allow claim processing. Also managed evidence of

Insurability process.

. Created reports relative to Payroll / Billing reconciliation,

including ad hoc reporting as needed EEO-1 Report

. Provided new hire and open enrollment benefit orientations, including

COBRA Administration.

. Project manager for major benefit projects (i.e. Open enrollment,

Program and system implementations and upgrades).

. Participated in surveys; analyze survey results and provide decision

support materials & Create Annual Compensation and Benefits

Statements, and Administered Worker's Compensation related issues.

. Provided ongoing analysis on trends, legislative changes and best

practices which clearly identified business needs to help formulate

system solutions.

. Ensured that benefit plans were administered according to all plan

provisions and in compliance with all company and state regulatory

guidelines.

. Administered various employee benefit programs such as group

insurance, medical and dental, accident and disability

. Provided "customer service" related to problems and questions

regarding all benefit plans and programs

. Participated in system upgrades by developing test plans and

performing user acceptance testing when implementing new on-line

systems. Duties include writing detailed business requirements,

business proposals for system upgrades.

. Administrated requirements include record keeping, payment processing,

timely notification and carrier eligibility transmissions.

HR Business Operations Data Analyst, Washington Mutual Card Services

Pleasanton, CA 09/2001 - 04/2006

. Biweekly Implement of PeopleSoft benefits and ADP Payroll data import

export interfaces. Worked with internal and external business partners

to develop and implement ESPP data interfaces reporting requirements

and process and validate data components as required.

. I was part of the UAT & upgrade team upgrading PeopleSoft 8.3 to 8.9.

Managed the health and welfare transactions ensuring the

data flow is streamlined, accurate and interfaced appropriately.

. Researched and analyzed existing and potential health & welfare

benefit programs; identified cost saving opportunities and creative

best-practice solutions for complex medical plans. Prepared strategic

recommendations for benefit plan changes incorporating financial

modeling and planed details for management presentations.

. Implemented competitive programs that provide opportunities for

greater administrative efficiency, employee appreciation and cost

savings.

. Assisted SVP and Benefits Manager in managing vendor relationships

with health care providers, to assure quality, value, highest service

level and contractual compliance. Work with other business partners,

such as division human resources, employee service center,

. Participated in re-engineering design of processes to enhance workflow

operations. Taking initiatives to develop new processes as needed.

. Provided technical expertise on welfare benefit plans administration,

such as health plans, long-term disability, various life insurance

programs, wellness, managed care, open enrollment, flexible benefits

and cafeteria plans.

. Monitored and initiated reviews of federal and state legislation and

emerging trends in health care benefits.

. Created, and reviewed written materials to be sent to plan

participants, including but not limited to Summary Plan Descriptions

(SPDs), welcome letters, enrollment guides, etc. Also, responsible for

understanding plan contracts working with the vendors to avoid, and

resolve issues.

. Handled benefit plan compliance with regulatory requirements as well

as accurate and timely data flow relative to HIPPA and SOX compliance.

. Lead research of best practices, performances of benchmarking

analysis. Evaluated emerging trends and kept appraised of market

advancements.

Education

Merritt College Oakland, CA

Computer Science, July 1994

Heald College School of Technology Hayward, CA Science Degree

in Computer Technology, July 2001

Oracle University, Pleasanton, CA Query/Crystal for HRMS Rel 8.8

(PeopleSoft Enterprise), Completion Date: November 2005

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