Customer Service High School

Michelle A. Cavazos

**** * ************ ******* ****. #2014

Mesa, Arizona 85206

Cell Phone - 602-***-****

Primary Email - ********.*.*******@*****.***

OBJECTIVE- A manager level position in an industry which allows me the

opportunity to utilize my leadership, benefits knowledge, finance

background, and computer skills while offering advancement and growth

opportunities within the company.

EXPERIENCE-

2008 through 2009

Passey-Bond Co., Inc.

Mesa,

AZ

Client Service Representative

-Interact with brokers and employee benefits clients to implement benefit

programs based on client's current needs.

-Market employee benefit lines of coverage and prepare proposals with rate

and trend information for presentation to clients.

-Enroll employees for benefits and prepare case submission to carrier.

-Perform monthly service calls to obtain positive feedback and deficiencies

in carrier relationships.

-Work with clients to resolve employee benefits concerns and eligibility

issues.

-Conduct employee enrollment meetings and benefit fairs to assist in

ongoing benefits education.

-Review employers plan documents and rates received for accuracy and

thoroughness.

-Update agency management system with communication received from clients

and carriers.

2007 through 2008

US Airways, Inc.

Tempe, AZ

Sr. Benefits Finance Analyst

-Analyzed and interpreted health care trend data for our self-insured

medical, dental, prescription plans for a population of 35,000+ employees.

-Performed reconciliation and payment for approximately 25-30 monthly

billing invoices.

-Primary contact for all Medicare Part D Subsidy application,

reconciliation, and payment processing.

-Performed adhoc report requests as it relates to headcount and financial

information.

-Assisted director and manager in analyzing and identifying health care

trends and information to report to Senior Management.

-Primary contact for 401k funding and reconciliation for a population of

35,000 employees on a weekly and biweekly basis.

-Gathered and responded to SOX related-inquiries from outside auditors

within 24-48 hours of receiving inquiry.

-Analyzed healthcare trend data to develop and enhance current wellness

program offerings.

-Assisted in annual enrollment budgeting and planning operations.

2006 through 2007

Western Refining (formerly Giant Industries)

Scottsdale, AZ

Benefits Administrator

-Succeeded in becoming an expert in company provided cafeteria style

benefits offered to both union and non-union employees.

-Presented Open Enrollment Meetings to discuss benefit changes and costs

for the upcoming plan year.

-Performed benefit election data entry into AS400 system.

-Administered COBRA which included initial notices mailing, generating

qualifying event letters, payment summary notices, and open enrollment/plan

change materials.

-Responded to all employee inquiries received via phone, fax, email or in-

person within 24 hours.

-Administered STD/FMLA/LTD processes which include designing a tracking

database to effectively follow all stages of a disability leave. Also, sent

out timely notifications to advise employees when their FMLA leave

entitlement would be expiring. Interact with disability carriers to ensure

appropriate paperwork was received and processed.

2005 through 2006

Phelps Dodge

Phoenix, AZ

Benefits Representative

- Processed approximately 50 inbound telephone calls relating to the

benefits program for hourly and salary employees.

- Utilized PeopleSoft HR 8.3 to process all employment related data and

benefits changes.

- Prepared outgoing new hire paperwork to be completed by new employees

within 31 days of hire.

- Maintained extensive knowledge of benefits as it relates to healthcare,

life insurance, short and long term disability.

- Executed and coordinated HMO enrollments with out of state employees.

- Maintained knowledge of PeopleSoft payroll as it relates to various

deductions for benefits.

1995 through 2005

MetLife

Southfield, MI

Supervisor I

2001 through 2005

- Acted as a technical advisor to assist benefit administrators in complex

problem resolution.

- Monitored and provided feedback to 8-10 employees per month regarding

their performance.

- Performed new hire training to 30 new hires in a 2-year period.

- Performed ongoing training and development of employees.

- Acted as a consultative resource to General Motors regarding healthcare

and life insurance policies and procedures.

- Performed healthcare and life insurance quality audits for 8-10 benefit

administrators per month.

- Monitored and coordinate inbound phone coverage to maintain servicing

levels at 80% of calls taken to be answered within 30 seconds for a General

Motors Salaried population of 150,000.

- Maintained a comprehensive knowledge of General Motors life, health and

pension benefit plans.

Benefit Administrator

1997 through 2001

- Responded to approximately 60 inbound calls per day from Hourly and

Salary General Motors retiree's and surviving spouse's concerning complex

health care, life, and pension eligibility issues.

- Processed approximately 100 pieces of incoming and outgoing

correspondence per week.

- Maintained high volume of calls while exceeding General Motors servicing

goals of 80% of calls answered within 30 seconds.

- Provided process improvement suggestions.

Clerical Supervisor I

1996 through 1997

- Supervised 7-10 clerks.

- Performed monthly performance evaluations.

- Performed weekly and monthly quality audits on outgoing mail processing.

- Streamlined process for report to mail outgoing correspondence to General

Motors hourly and salary retiree population.

EDUCATION

Woodhaven High School

September 1990 through June 1994

Certified High School Diploma

- Business Administration Courses

TRAINING

Peoplesoft 8.8 Training

Ingenix Parallaxi Training

Life/Health Insurance License

SKILLS

- MS Office Suite - Expert Knowledge

- Lotus Notes - Expert Knowledge

- Meridian Telephone Monitoring Software

- Internal Customer Service Database

- Type 65 words per minute

- Peoplesoft HR 8.3, 8.8

- Ingenix Data Warehousing

ORGANIZATIONS

Business Professionals of America

September 1990 through Present

- Served as State of Michigan Vice President 1994 through 1995.

- Mentor and coach high school students in preparation for business related

competitions.

- Assist in preparation for Annual State Leadership Conference.

REFERENCES

- Available upon request.

Contact this candidate