Customer Service Manager

Lele E. Wentworth

*** *. **** **., #****

Chicago, Illinois 60654

***/***-**** (Work)

***/***-**** (Mobile)

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

Summary:

Solidly established HR professional with an extensive background in managing

people, projects and vendors. Hands-on expertise as an HR director, attorney

and consultant, in both corporate and not-for-profit arenas. Substantial

experience in union environments. Excellent management, communication and

presentation skills, coupled with solid leadership expertise.

Work Experience:

2008 - Present Williams Lea Inc. (Chicago, IL)

Director of Compensation & Benefits (01/08 - Present)

Summary: Responsible for managing all U.S. compensation and benefit programs

for 4,000 employees of a leading business process outsourcing provider.

Working closely with regional HR staff and senior management, identify

opportunities that improve operational efficiency, effectiveness, internal

controls, and customer service. Apply knowledge of ERISA and employment law

and regulations (FLSA, ADA, etc.) to ensure the company's compliance in policy

and practice.

Responsible for the annual performance review process, including training

employees in the use of the performance management tool of the HRIS system.

Oversee the administration of the company's leave of absence and PTO policies

(including the creation of new policy documents to comply with recently

revised FMLA regulations and various state and municipal leave statutes).

Manage unemployment and worker's compensation benefits.

Responsible for all federal and state compliance filings (e.g., annual EEO-1

filing, Massachusetts Fair Share Health Care filings, etc.).

Recently completed projects include: the review and revision of job titles and

descriptions and assessing the accuracy of their exempt/non-exempt status

vis- -vis the FLSA; revamping of the company's bonus programs to more closely

align bonus payments to performance; the rollout of long-term care benefits;

and creation and implementation of a new Americans with Disabilities Act

policy and procedure.

2006 - 2008 Laidlaw Education Services (Naperville, IL)

Director of Benefits (02/06 - 01/08)

Summary: Responsible for planning, implementing, communicating and

administering myriad health and welfare and retirement plans for the 40,000

employees of the largest private contractor of student transportation services

in North America (50% unionized). Ensured plans' compliance with federal and

state regulations. Acted as point of contact to resolve operational problems,

escalated issues, and claims and appeals. Provided leadership and guidance to

select, train, mentor and manage staff performance and development.

Participated in benefits-related portions of union negotiations. Chaired the

Benefit Plans Committee. Reviewed all paid and unpaid leave of absence

policies and procedures from both a practical and legal standpoint,

determining gaps/issues in administration, etc.; recommended a revised set of

policies and procedures to fully integrate with federal and state statutes.

2004 - 2006 United Airlines (Chicago, IL)

Employee Benefits and Employment Counsel (4/04 - 02/06)

Summary: Primary benefits counsel for the company, responsible for the legal

compliance of multiple benefit plans for 60,000 domestic and international

employees (85% unionized) and 24,000 retirees. Primary employment counsel for

the HR team supporting Airport Operations, providing guidance to management on

employee relations issues (e.g., disciplinary actions, harassment and

discrimination claims, FMLA issues, etc.).

Ensured that all plan documentation (plan documents, SPD's, etc.) was current

and compliant and that benefits administration - internal and outsourced

functions - was consistent and performed in accordance with the plans' terms

and the law.

Served as chairman of the company's Plan Committee, tasked with assessing and

responding to employees' appeals of denied benefit claims. Also chaired the

Retirement and Welfare Administration Committee, responsible for making

recommendations to the Board of Directors regarding benefit policy and

administration.

Participated in benefit- and employment-relevant portions of union contract

negotiations.

2003 - 2004 Kaiser Aluminum & Chemical Corp. (Laguna Niguel, CA)

Director, Compensation & Benefits (1/03 - 04/04)

Summary: Reporting to the Vice President of Human Resources, responsible for

the design, administration and compliance of all compensation and benefit

programs for an international manufacturer with 6,000 active employees

(domestic and international) and 11,000 retirees.

As a member of the Personnel Policy Committee, the Compensation Policy

Committee, and the Retirement Plans Administration Committee, consulted

regularly with corporate officers to review the current and projected costs of

compensation and benefit programs, made recommendations regarding changes in

company policies and benefit plans, and provided updates on pending

legislative changes with potential impact on company policies.

Acted as a trustee of the company's two non-US-based pension plans.

Regularly met with USW representatives to discuss benefit options after the

pending termination of the pension and retiree medical plans (following the

company's Chapter 11 filing).

1999 - 2003 United Airlines (Chicago, IL)

Employee Benefits Counsel (4/01 - 01/03)

Summary: Lead benefits attorney for company's 85,000 domestic and

international employees (85% unionized) and 24,000 retirees.

Responsible for ensuring all health and welfare and pension plans' compliance

with the Internal Revenue Code and all applicable federal regulations.

As part of company's adjustment to decreased revenues, drafted severance

policies for targeted groups of employees (e.g., Star Alliance and numerous

local reservations offices).

Oversaw United's compliance with pending HIPAA regulations regarding the

confidentiality of health care information; performed gap analyses to

determine areas of potential vulnerability; and trained supervisors and

employee call center representatives on the new policies and new restrictions

on the release of protected information.

Manager, Benefit Services (6/99 - 4/01)

Responsible for the implementation and administration of all health and

welfare plans, managing a staff of 35.

1994 - 1999 The University of Chicago (Chicago, IL)

Director of Benefits (2/96 - 6/99)

Reporting to the Vice President of Administration, planned, organized and

directed all activities related to the delivery and management of pension,

health and welfare and worker's compensation benefits to 6,500 active faculty

and staff and 2,000 retirees.

Benefits Manager (2/94 - 2/96)

Reporting to the Director of Benefits, oversaw the administration of the

University's retirement plans and the benefits counseling staff.

1993 - 1994 Murphy Smith and Polk (Chicago, IL)

Benefits Associate (2/93 - 2/94)

Practiced as a benefits attorney for a mid-sized, boutique firm specializing

in employee benefits, labor and worker's compensation.

1985 - 1993 William M. Mercer Inc. (Chicago, IL and Deerfield, IL)

Various Positions (1/85 - 2/93)

Began as support staff in the actuarial group, enrolled in law school and

transferred to the legal practice group, then worked as an attorney in both

the Chicago and Deerfield offices.

Education:

J.D., DePaul University College of Law, Chicago, IL; licensed in Illinois and

Maryland.

B.A., Journalism, George Washington University, Washington, DC

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