Customer Service Manager

Aleshia Whitaker-Porter

**** ****** **** *****, ****, TX 77449

832-***-****; ********@*****.***

Professional Summary:

Career Objective:

Benefits Professional with over fifteen years experience in design and

administration in all areas of employee benefit plans. I am a highly

motivated and results-oriented with strong strategic-planning and people

management skills seeking to join your company. I am looking for a company

where I can utilize my management, supervisory or administrative experience

in the areas of Benefits and Human Resources to include my Customer Service

knowledge and skills.

Areas of Expertise:

. Employee Benefits Administration

. Employee Benefits Law

. Proficiency with Microsoft Office Suite

. Employee Recruitment & Retention

. Successful with staff development and training

. Customer Service

. Plan Design

. 401(k) Administration

. Budget development, allocation and monitoring

. Strong ability to execute based on strategic objectives

. Strong Vendor Relations

. Cost Control

. Complex Problem Solving Skills

. Pension Plans

Work Experience:

Benefits Manager

HCC Insurance Holdings (Contract), Houston, Texas September

2008 - December 2008

. Managed company's health and welfare, retirement, disability, life

insurance, accidental death and dismemberment, FMLA, flexible spending

account and 401(k). Prepared plan comparison for acquisitions.

Reconciled premium billing reports. Assisted with plan cost analysis

and plan design. Managed one Benefits Administrator. Primary contact

for vendors and account managers.

Benefits Manager

PSC, Houston, Texas March 2007 - June 2008

. Supervises day-to-day activities of Benefit staff, including staffing,

hiring, performance management, and training and development in

accordance with PSC Human Resources policies, practices and

procedures.

. Manages technical relationship with third party benefits

administrators for system set-up, configuration, and troubleshoot to

ensure information is collected, stored and reported accurately.

. Assists in the planning and development of various benefit programs to

meet company and department goals and objectives. Administers

employee benefits programs including retirement plans; medical plans;

temporary disability programs, accidental death policies, HSA and

multiple 401(k) plans and Union 401(k) plan to ensure compliance with

all applicable regulations.

. Assures company compliance with provisions of Employee Retirement

Income Security Act and annual government (5500) filing, including

overseeing 401(k) audit.

. Manages creation and/or editing of Summary Plan Descriptions to ensure

compliance with regulations.

. Reconciles monthly benefit accruals and other financial reports;

reconciles and creates HSA funding requests; ensures funding occurs on

schedule and in compliance with all appropriate regulations.

. Ensures all administrative processes are documented, maintains

administrative procedures for assigned benefit processes.

. Installs approved new plans and changes by preparing announcement

material, booklets, and other media for communicating new plans to

employees. Interprets and applies organizational and plan policy

. Handles benefit inquiries and complaints to ensure quick, equitable,

courteous resolution. Maintains contact in person, and by phone or

mail, with hospitals, physicians, insurance companies, employees, and

beneficiaries to facilitate proper and complete utilization of

benefits for all employees. HIPAA Privacy Contact

. Responsible for the oversight, setup and functionally of Benefits

modules in HRIS and Benefits Administration systems

. Obtains and prepares cost data for company and union proposals and

final settlements; assist in the management of the benefit plan

renewal process

Senior Benefits Analyst

TOTAL E&P USA, Inc. (Contract), Houston, Texas April 2006 -

March 2007

. Responsible for the administration and communication of the company's

health and welfare, pension, and 401(k) plan. Worked closely with the

Benefits Manager in planning, developing and redesigning company

benefit programs and analyzing benefit costs. Ensure that company

policies are followed through vendor management, program management,

survey participation and analysis, employee communications and audit

procedures. Present recommendations for policy changes or procedural

enhancements. Develop and implement benefit programs and procedures

when governing laws or policies change. Assist in the collection of

data and related paperwork required for completion of annual non-

discrimination testing, audits and 5500 filings. Maintain expatriates

human resource, benefit and payroll records.

Senior Benefits Analyst

CEMEX, INC. (Contract), Houston, Texas September 2005 -

April 2006

. Administer all benefits plans ensuring compliance with ERISA, IRS

regulations, DOL and company policies; responsible for the execution

of health and welfare benefits, deferred compensation, 401(k)

administration and operations. Responded to inquiries from associates

and government agencies, advised, consulted and provided support to

location HR Managers on benefit and policy related issues and

conducted new hire benefits orientations. Provide subject matter

expertise for escalated case management issues received by HR Service

Center. Assists with maintaining/developing the HR knowledge base

software. Communicated with vendors to ensure high levels of customer

service and timely processing of eligibility/enrollment issues and

claims resolution. Analyzed and resolved administrative issues with

vendors. Calculated and remitted monthly premium payments for various

plans to ensure timely and accurate payment and assisted with SPD

preparation and form 5500 filings. Assisted with plan merger during

acquisitions providing support on 401(k) plan by handling

administrative issues and file consolidation.

Benefits Coordinator

King Ranch, Houston, Texas November 2000 - January 2005

. Analyzed health plan utilization and claims information, initiating

benefits plan design recommendations and establishing annual budget

and long-term plan pricing strategies to meet Company's objective.

. Maintained a current knowledge of the Company's benefit plans and

assumed responsibility and accountability for accurate benefit

enrollment records, voluntary payroll deductions and medical claims

payments by the third party administrator.

. Functioned as leader of all employee benefits related projects,

communication, vendor evaluations, cost studies, evaluation of plan

design and the preparation of analysis reports.

. Performed continual review of existing and proposed legislation to

determine company impact and to ensure compliance. Served as technical

advisor of summary plan description writing, and other benefit related

communication; created and reviewed employee communication materials;

established policies and procedures to maintain or improve benefit

services for employees and their dependents.

. Provided technical expertise on plan administration for LTD, STD, life

insurance, EAP, FSA, 401(k), deferred compensation, pension plan,

medical, dental, vision, and cafeteria plan and interrupted maintained

and implemented COBRA, HIPPA and FMLA legislation.

. Organized and conducted annual open enrollment meetings; managed plan

compliance activities, assuring legislative conformance and timely

reporting of benefit 5500's.

. Negotiated service contracts and performance standards with TPA and

carriers, which insured maximum return on investment; consulted with

management and employees on benefit issues, which enhanced

management/employee relations.

. Set up and maintained the AS400 HR/Benefit system, and developed a

consolidated database for retiree medical, life, and pension plan

valuation and administration. Developed and maintained the Company's

Intranet web site for easy access to benefit forms and Summary Plan

Descriptions for employees.

. Managed two HR Generalist.

Houston City Temporaries

Administrative Assistant

King Ranch, Inc., Houston, TX February 2000-November 2000

HRIS Analyst

Telescan, Houston, TX January 2000-February 2000

Benefits Coordinator/Provider Relations Representative

Randalls Food Market, Inc., Houston, Texas May 1998-January 2000

. Provided support to the Vice President of Benefits/Risk Management,

contracted and maintained Randalls' medical provider network,

coordinated all aspects of the health and welfare, pension and 401(k)

plans. Assisted with projecting quarterly benefits budget. Processed

bonds, maintained liability and property certificates of insurance and

intervened in risk management customer injury claims. Worked with the

TPA and carriers to define plans and resolve claims issues.

Education:

05/05 LeTourneau University Bachelors Business Management

Professional Affiliations:

Certified Employee Benefits Specialist - Member Since 2000

Keywords:

Microsoft Word, Excel, Access, Outlook, PowerPoint, Net Meeting, Typing 60

wpm, AWD, DST, Cyborg, Anistics, ADP, AS400, JD Edwards, HR Perspective,

Oracle, Report Smith, Ultipro (back office)

Contact this candidate