Customer Service Manager

STACEY L. SPENCER, QKA **********@*******.***

*** ***** ***** ***** 317-***-**** Home

Indianapolis, IN 46224 317-***-**** Cell

PROFILE

Results-focused, customer-driven professional with comprehensive experience in Employee Benefits, Retirement

Plan Administration and Supervision. Background includes consistent promotions to positions of increased

responsibility. Recognized as an analytical and diplomatic problem solver with outstanding interpersonal

communication skills, positive attitude, and excellent work ethic. Proficiency using Windows XP, Microsoft Word

and Excel, Relius Administration and AutoDoc.

Areas of strength include:

Leadership Employee Benefits Retirement Plans Problem Solving Skills

Customer Service Compliance Training/Coaching Math Aptitude

Customer Interaction Billing/AR Audits/Testing Accuracy/Quality

PROFESSIONAL EXPERIENCE

KATZ, SAPPER & MILLER, Indianapolis, IN 11/08 – 5/09

Senior Retirement Plan Administrator

Managed workflow/deadlines for retirement plans; performed final reviews of distributions, trust reconciliations,

valuations, testing & forms. Prepared plan documents, restatements, amendments.

Responded to incoming calls from clients, participants and owners to provide explanations on technical

aspects of plans.

Provided timely information to clients, participants and owners regarding any legislative issues impacting

plans.

Thoroughly reviewed all documents and calculations to ensure accuracy/quality.

Served as a knowledge expert on all technical issues related to retirement plans including

research/resolution of issues to ensure total customer satisfaction.

NILES LANKFORD GROUP, INC., Indianapolis, IN 11/06 – 11/08

Pension Administrator

Responsible for administering 80 plans including daily recordkeeping, completion of discrimination and compliance

tests, calculation of annual contributions (including Keoghs and cross-tested plans), financial reconciliation of plan

assets, preparation of forms 5500 and related schedules. Also assisted large filers with annual plan audits and made

plan design recommendations.

Maintained daily contact with clients, owners, and participants from a satellite office to provide

information regarding 80 different plans.

Worked with financial advisors and brokers on plan design based on company structure to determine best

options that meet company needs and comply with IRS code.

Performed annual tests to assure adherence with non-discrimination and compliance laws to

minimize/avoid serious penalties to owners.

Worked collaboratively with external auditors to provide detailed plan information as part of annual

accountant’s opinion.

MILLIMAN, INC. (Formerly Milliman & Robertson, Inc.), Indianapolis, IN 10/99 – 6/06

Employee Benefits Consultant

Managed all defined contribution plans (balance forward and compliance only). Supervised 3 direct reports.

Performed final reviews of distributions, trust reconciliations, valuations, testing, and plan documents, as well as

new plan conversions and plan design recommendations. Interviewed, hired, evaluated staff.

Provided timely assistance and clear explanations to clients regarding new plan conversions, plan

terminations, plan transfers etc. to ensure that clients understood their plan details/benefits and to provide

best in class service.

Partnered with financial advisors and brokers to select optimal plan designs to meet the needs of the client.

Facilitated enrollment meetings with newly eligible participants.

Performed trust and asset reconciliations, reviewing thoroughly for accuracy of investment statements.

Prepared statements of income and statements of change.

Reviewed all written correspondence, calculations, documents etc, to guarantee the highest standards of

excellence, protect the integrity of the company and minimize risk.

Worked with external auditors and IRS auditors as part of the annual accountant’s opinion to review plans

for compliance, accuracy and equity.

Retained 95% of client base after a previous Benefits Consultant become ill; visited/made contact with

clients to re-establish trust, understand their needs, and provide timely information/reports.

Performed annual tests on distributions, trust reconciliations, valuations, and plan documents to ensure

accuracy for personal tax returns of participants and quality standards.

Supervised company billing for accuracy to ensure the client was billed according to agreed upon fee

schedules and/or to explain any additional charges to maximize client understanding/satisfaction.

Contacted clients using diplomacy and tact to determine cause(s) of any outstanding invoices; resolved

issues promptly and recovered monies.

COMPENSATION SYSTEMS, INC., Indianapolis, IN 1/99 – 10/99

Pension Administrator

Managed 100 balance forward and daily plans. Assisted clients with eligibility determination, contribution

calculations (including Keogh and cross-tested), benefit computations, plan design recommendations, trust

accounting and government disclosure forms

KEY FINANCIAL ADMINISTRATORS LTD., Indianapolis, IN 8/97 – 1/99

Pension Administration Team Lead (3/98 – 1/99); Pension Administrator (8/97 – 3/98)

Managed 100 balance forward plans. Prepared distributions, trust reconciliations, valuations, testing, forms, plan

documents, amendments and restatements. Hired, supervised and trained staff of three direct reports

Assisted clients with plan terminations, IRS audits and annual accountant’s opinions.

Supervised company billing and accounts receivable, making contact with clients to ensure proper billing

and to collect monies owed.

AMERICAN UNITED LIFE INSURANCE CO., Indianapolis, IN 10/96 – 8/97

Case Manager: Retirement Plan Services

Performed daily recordkeeping for 80 plans. Processed retirement account transactions.

CORPORATE PLANNING LTD., Jackson, MS 5/95 – 7/96

Manager of Retirement Plan Services (12/95 - 07/96); Pension Administrator (05/95 - 12/95)

JACKSON WOMEN’S HEALTH ORGANIZATION, Jackson, MS 12/94 – 5/95

Office Administrator (Temporary Position)

SECURITY BALLEW, INC., Jackson, MS 6/92 – 11/94

Pension Analyst (06/93 - 11/94); Pension Administrator (06/92 - 06/93)

MARTIN, MARTIN, RANDALL & ASSOCIATRES, Jackson, MS 4/91 – 5/92

Associate Pension Administrator

PROFESSIONAL DESIGNATION

Qualified 401(k) Administrator (QKA), American Society of Pension Professionals and Actuaries (ASPPA)

EDUCATION

Holmes Community College, Ridgeland, MS: Associate of Arts Degree; Recipient of Dean's Scholarship

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