Customer Service Manager
Resume:
Greta T. Wick
Moreno Valley, California
abhmj3@r.postjobfree.com
PROFESSIONAL SUMMARY:
Possess over twenty-two years of experience in benefits customer service,administration, and benefits accounting . responding to escalated participant requests,
benefit plan administration and management of special projects associated with defined
benefits and contribution benefit plans. Strong background in problem solving.
Knowledge of computer software programs used to collect, analyze, interpret reconcile
data and maintain data.
Currently completing self-study course in the Certified Employee Benefits
Specialist Program (CEBS).
EDUCATION:
4 Bachelor of Science, California State University, Long Beach (CSULB); 1985
5 Associate of Arts Degree, Goldenwest College, Huntington Beach (Dean’s List);
1982
EMPLOYMENT HISTORY:
Northrop Grumman Corporation 1997- 2009
Held positions in Benefits Services, Benefits Administration, Benefits Analysis
and Benefits Accounting. Most recent primary responsibility : monitoring check deposits
and payments to appropriate G/L Accounts for payment allocation of benefits
administrative costs, premiums, insurance billing and deductions, self-insured claims /
reimbursements, ASO fees, refunds, recoveries and rebates for active, disabled, and
retired participants in the Northrop Grumman’s Benefit Plans. Developed and simplified
Northrop’s current benefits accounts payable processes, for Health and Welfare benefits
to ensure accurate allocations of charges and payments. Assisted third party vendors,
making recommendations to improve reporting, processes and moving to electronic
invoices.
Under the direction of the Manager; Benefits Administration Support, established
and maintained an interactive process with Benefits Administration, Benefits Accounting,
Finance, Human Resources and Payroll departments and external suppliers to ensure
accurate eligibility and timely allocation and payment of all associated costs for benefits
plans. Provided direction and assistance to suppliers to identify issues and reconcile
items, which adversely affect benefit eligibility, benefit distributions and benefits costs to
insure timely and accurate data.
Previous Benefits Analyst responsibilities included: project management and task
coordination for multiple benefit systems annual projects and special implementation
events, including periodic analysis of data to ensure data integrity. Provided support to
Health & Welfare, Savings Plan(s), and Pension Administration departments; form and
serve on multi-functional teams as assigned. Served as interface between payrolls and
outside systems personnel to help ensure good data processing in benefit systems.
Supported the company’s Benefits Online Web site. Managed oversight of the computer
systems operations for employee Disabled Benefits, including database maintenance and
computer systems integrity assurance, new programs design methodologies, and program
changes and/or enhancements.
Bankers Pension Services Inc, Tustin, California (1989-1997)
Manager, Systems Analysis: key corporate troubleshooter, providing assistance to
all operations units in the research and resolution of collections system problems as they
relate to individual work units. Created management reports for analyzing data integrity;
responsible for responding to outside company audits for trust accounting. Designed and
provided oversight for corporate procedures; instrumental in the design and
implementation of system applications and/or changes for all areas of operations. Project
manager for development of specialized computer system enhancements, with emphasis
on reporting features.
Previous position of Operations Manager with direct oversight of all operations
departments, including new accounts, distributions, trust reconciliation’s, tax filings
(1099 and 5498) and administration of tax sheltered retirement plan accounts, including
IRA’s. Managed oversight of the computer systems operations for a qualified plan
service provider, including database maintenance and computer systems integrity
assurance; new programs new design methodologies, and program changes and/or
enhancements.
Transcorp Pension Services, Laguna Hills, California (January 1986 – April 1989)
Senior Customer Service Representative: responsibilities included interface with
all operational units, establishment of new accounts, as well as processing rollovers and
trades for clients. Assisted the Customer Services unit in researching and responding to
VIP account inquiries.
US Navy (May 1975-May 1979
Hospitalcorpman reaching the rank of E-5. Served as Hospitalcorpman in the
Medical and Cardiac Intensive Care Unit ( 4077) Camp Pendleton California .Performed
all Nursing duties associated monitoring patient status and providing patient care. Under
the supervision and directions of the Medical officer preformed treatments and
proceedures as directed.
Challenged and passed the State of California Vocational and Psychiatric
Technician License.
Promoted to remote location duty. Under the Supervision of the Medical officer,
preformed triage, diagnosed and ordered medications, lab work and other diagnostic
procedures and referrals. Duties eventually included Drug, Domestic violence and
Rape counseling. Cross trained as Medical Lab Tech . collecting, running, reading and
reporting results for routine lab work .
MEMBERSHIPS AND CERTIFICATIONS:
6 Certified Employee Benefit Specialist Program (CEBS) Completed third exam
7 International Society of Certified Employee Benefits Specialists, Los Angeles
Chapter Member
8 Western Pension Benefits Conference Member
9 Previously held Vocational Nurse and Psychiatric Technician License, State
of California
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