Customer Service Manager

Yosenia Zapata

** *** ****** ****** * Passaic, NJ, 07055 w ********@*****.*** w 917-***-**** © or 973-***-**** (h)

Qualifications Profile

Versatile professional, with 20 years of experience and a proven record of accomplishment in Human Resources (HR), IT support, project management, information management, systems testing and process improvements. Highly motivated and adaptable, with multifaceted and transferable skills and knowledge. Adept at working with cross functional, multi-level teams to define and effectively achieve strategic goals. Experience includes positions in the civilian sector and as a former member of the U.S. Army. Bilingual in English and Spanish.

IT and data management. Expertise in data entry and processing, records, reports and database management. Experienced in data mining, testing, analysis, and process improvements. Proficient with MS Office, PeopleSoft, Pass, DB Module, Integrator, Calc Engine, ATTA, Clarify, Outlook, Lotus Notes, Kintana, HTML, Skype, Profiler, IQuery, SQL, MainFrame, ADP EV5, ADP Portal, Workday.

Logical and analytical. Exceptional ability to analyze requirements, and introduce new systems and upgrades to streamline administrative and IT functions to attract clients, improve staff retention rates, increase revenue and reduce costs. Talent for troubleshooting to identify and resolve problems.

HR and personnel. Detailed knowledge and experience in personnel requirements and benefits, including Defined Benefit plans, 401K plans, disability, health and welfare, payroll, leaves of absence, regulatory compliance and other issues.

Strong interpersonal skills. Effectively collaborate with senior management, colleagues, internal departments and clients. Talent for team leadership and communication. Provide excellent customer service and client relationships. Able to provide empathetic expert guidance to help personnel understand and utilize benefit plans effectively.

Education

Master in Healthcare Administration, Seton Hall University

Bachelor of Arts in Mathematics/Computer Science, Rutgers State University

School of Logistics & Airborne School, United States Army

Lean Six Sigma Certified Green Belt

Professional Experience

Unilever Englewood Cliff, NJ.

Senior Benefits Specialist – Team Lead (October 2016 to Present)

Manage outside vendor for Defined Contributions, Retirement Savings Plan (401k).

Process and Audit 401k adjustments due to system errors for participants, including QNEC, Company Match, Non-Elective, and Spill over contributions.

Calculate and update employee records with the Continuous Service, Participation, and Vesting Date, to ensure the plan follows the company policies and ERISA.

Prepare and analyze census reports to consultants for plan valuation, audits, non-discrimination tests, etc.

Review and process the weekly payroll Feed between the payroll and the Benefits administration vendors, to ensure data integrity, and system update, for indicative data or financial posting.

Manage, Test and Support ongoing implementation system upgrades, due to new company’s acquisition, or upgrades needed due to ongoing changes for ongoing contractual agreement for different Unions groups.

Monitor and ensure legal compliance of benefits, with ERISA, IRS, HIPAA, DOL, etc.

Assisted in multiples Implementation projects to add new enhancement or improved existing codes.

Work closely with the strategy team and provided data for Union negotiations, before and during CBA.

Provide administrative support on company-wide benefit plans and programs, including Defined Contributions, Defined Benefit, Health & Welfare, Non-Qualified cash benefits programs.

Maintain processing and training documents, and employee communications

Metropolitan Family Health NETWORK, Jersey City, NJ

Internship MHA (March 2016 to August 2016)

Verified medical credentialing Applications with insurance companies, and vendors, Molina & Vent.

Managed a process improvement project and reduced duplication of medical records by 70%.

Xerox, Secaucus, NJ

Service Delivery Manager (January 2012 to February 2016)

Ensure accurate and timely delivery of services for major providers of business and technology solutions by effectively managing client relationships, and directing staff teams. Act as subject matter expert on application of business objectives. Collaborate with clients to define requirements and manage priorities.

Led technical staff and other departments to assure a high level of quality and performance.

Managed set up of accounts and processing systems. Oversee day-to-day implementation of services.

Managed and support ongoing cleanup and change requests projects as needed.

Tracked and monitored internal and external audits with staff, outside contractor and the client.

Prepared various weekly reports for the client, outside vendors and upper management by querying the system and analyzing the data.

Document process flows, administrative summaries and standard operating procedures.

Continued to support some of the Senior System Analyst job duties (i.e. Verifying calculations, testing…).

Adapted multiple process improvement to improve quality, performance, and teambuilding.

Conducted performance reviews on an annual basis and administered salaries for the staff.

Managed and monitored employees Leave of Absences

Maintained Summary Plan Descriptions, process and training documents, and employee communications

Hosted ongoing virtual training for a global team to ensure understanding, and knowledge shared on all tools, processes and procedures, WebEx recording and documentation were provided for future reference.

Assisted team members as needed in troubleshooting system, or resolving participants escalations.

Senior System Analyst – Team Leader (September 2010 to December 2011)

Prepared and verified final distributions, for Lump sum, rollovers, and annuity payments.

Reviewed complex calculations such as QDRO, MRD, multi-transfers, disability and NON-Qualified Benefits. Ensured accuracy and regulatory compliance.

Created reports for management and client. Maintained documentation of standard operating procedures and processes. Participated in weekly audits. Conducted weekly team meetings.

Intervened manually to resolve system failures. Troubleshoot and resolved escalated issues.

Tested UAT and Production data for upgrades to the pension plan system.

Ensured compliance with ERISA, HIPAA, Internal Revenue Code, Department of Labor regulations plan provisions, and new legislation.

Got promoted to Service Delivery Manager, due to my exemplary work ethic, team building and commitment to the business.

Fidelity Investments, New York, New York

Actuarial Testing - Consultant (2007 to 2009)

Conducted User Acceptance Testing (UAT) for implementations and upgrades to the pension system.

Wrote test specifications for pension calculations based on plan rules. Conducted tests of integration, acceptance and regression based on client requirements. Performed Data Mining for test scenarios.

Reported, tracked and resolved bugs and errors.

Tested and upgraded technical systems and processes to ensure accurate reports and administration of benefit programs for investment firms.

Collaborated with programmers and client management teams.

Analyzed and tested procedures, specifications, Calc engine, data, and documentation.

ACS/Buck Consultant, Totowa, NJ

Senior Benefits Administrator (2002 – 2006)

Review complex Defined Benefit calculations such as QDRO, MRD, multi-transfers, Disability and Non-Qualified calculations (pre-and post 409a).

Prepared and utilized management control reports. Documented and reported on process flows, administrative summaries and standard operating procedures (SOP).

Tested UAT and Production data for upgrades to the pension plan system.

Supervised and trained staff.

Previous experience as a Logistics Supply Specialist with the United States Army.

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