Medical Customer Service
Resume:
DEBRA FROST
Cumming, GA *****
************@*****.*** 678-***-****
DEPENDABLE SENIOR SUPPORT SPECIALIST
Results-Oriented, Customer Focused, and Multitask Capable in HR, Benefits, and Payroll Environments
Learn new environments and changes quickly and work well with others, while enjoying jumping into projects that are in addition to day-to-day tasks. Provide level-two support for multiple divisions / companies and collaborate amongst various divisions, providing top-notch customer service and support. Assist colleagues and employees with HR information and issues as a subject matter expert for benefits, Kronos, and payroll.
Benefits Administration Full-Cycle Payroll Payroll Accruals Recruiting General Ledger
Benefits Orientations New Hire Orientations Workers Compensation Division Training
SOFTWARE & SPECIALTY SKILLS
PeopleSoft ADP Kronos / E-time Success Factors (SAP) Microsoft Excel & Word BenAdmin
Claims COBRA Open Enrollment Life Events Spending Accounts Security & Queries (Kronos)
Acquisitions UAT Testing ACH Rejections Reversals / Adjustments Garnishments Benefits Connect
Benefits First Power Point Training Webinars PTO Accruals Table Validation Taleo
PROFESSIONAL EXPERIENCE
XPO Logistics, Atlanta, GA
Benefits Analyst II 2017 - Current
Provide benefits support for 45,000 employees including active, terminated and retirees. Backup support for managing life insurance claims. Lead support for the retiree population including retiree medical, 401(h), and medical supplemental reimbursements. Liaison between employees/retirees and the vendor for eligibility issues and claims inquiries.
Manage retiree medical process in Success Factors and Benefits Connect.
Create estimate packets for the early retirees letting them know which retiree benefits he/she is eligible to have.
Manage the 401h claim process which is similar to an HSA account for active employees.
Train new employees on benefit options and details within each option (HSA Plans, HRA, PPO plans).
DEBRA FROST ************@*****.*** PAGE 2
COX ENTERPRISES, Atlanta, GA
Senior Support Specialist 2012 – 2017
Provided level-two support for benefits, payroll, and onboarding for over 50K employees. Lead support specialist for Kronos Projects, PeopleSoft payroll, benefits, acquisitions, reorganizations, and other projects as assigned.
Resolved benefit issues relating to COBRA, spending accounts, claims, enrollment (life events and open enrollment), and life claims/beneficiaries.
Collaborated with project teams, successfully implementing upgrades, acquisitions, and reorganizations.
Created testing scenarios, performed UAT Testing, created training and communications for any changes, keeping team abreast of projects.
Loaded new workgroups to the workgroup tables in PeopleSoft that mapped to Kronos security.
Researched table information to trouble shoot issues for service centers and employees. For example, if a job needed to be posted in Taleo but the correct address for the location was not listed, a new location needed to be created in PeopleSoft with that address. Also, if I was asked to correct a job code for an employee and the job code was not available, I could see in the tables if a similar job code was available otherwise we would need to set up a new job code for that location. Finally, if someone had questions about the taxation of benefits, I would research the tables for the answer as to how it was set up.
Collaborated with other groups, communicating customer needs and escalating widespread issues to appropriate teams.
Managed Kronos security and created HyperFind queries, creating and assigning queries and special requests for all locations.
Processed data corrections for payroll and job data, including BenAdmin reprocessing.
Served as SME for Kronos and benefits, answering team and customer questions and constantly researching updated / new information for full resolution.
Coordinated and set up manager access in Kronos, editing information / workgroups as needed and terminating licenses and access upon departure from company.
Senior Payroll Support Analyst 2004 - 2011
Processed reversals, reversal / adjustments, and manual checks in PeopleSoft. SME for payroll and Kronos, including Kronos security and holiday setups. Assisted payroll coordinators with instructions on how to use PeopleSoft, Kronos, and ADP.
Managed various projects as assigned, testing ensure setup accuracy for ADP (such as Simple Steps).
Served as lead trainer for Kronos, delivering 2-day training class for payroll coordinators.
Prepared budget for training class, setting standard for all payroll training classes.
DEBRA FROST ************@*****.*** PAGE 3
ADDITIONAL EXPERIENCE
AUTO VENTSHADE COMPANY, Lawrenceville, GA
Payroll Administrator
Provided full cycle payroll for 550 employees using ADP PCPW. Managed Kronos edits. Tracked PTO accruals and ensured the setup was correct for all employees. Overhauled a weekly to bi-weekly conversion managing loans for all employees with a five pay period payback option and reducing processing time by 30%. Created general ledger entries for payroll. Audited benefits billing to ensure we were being charged appropriately. Managed garnishments ensuring we were compliant with all agencies.
PBD, Inc., Alpharetta, GA
Payroll / Benefits / HR Coordinator
Provided full cycle payroll, benefit and human resources support for 200 employees. Managed e-time edits. Created reports using Reportsmith for managers and executive leaders. Created general ledger entries for payroll. Audited benefits billing. Approved 401k and FSA funding. Reconciled PTO balances. Provided new hire benefit orientations for new employees. Collaborated with vendors to resolve claim issues. Created new earnings/deduction codes as needed (example short term disability was outsourced). Used ADP PCPW.
TRAVELERS PROPERTY CASUALTY, Alpharetta, GA
Workers Comp Claims Adjustor
Collaborated with employers, medical providers, attorneys, and employees to get injured workers back to work. Created light duty job descriptions. Constant follow-up to ensure the employee was receiving the care he needed. Paid medical bills and injured workers for being out of work.
EDUCATION
Bachelor of Business Administration (BBA), Risk Management and Insurance, Georgia State University, Atlanta, GA, GPA: 3.1
Bachelor of Science (BS), Business Administration, Berry College, Rome, GA
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