Manager Service

JEWEL BOYD

*** ********** *** *** • Lawrenceville, GA 30046

404-***-**** • *********@*****.***

HUMAN RESOURCE MANAGEMENT

“Over 10 years of Human Resource experience”

Policy & Procedures • Benefits • Employment Laws • Payroll • HRIS

SUMMARY

Offering a solid background in corporate Human Resources with strengths in benefits coordination and project management, strategic planning, office management and administration, training, payroll procedures, and policy development enforcement. Improves operational efficiency through implementation of sound Human Resources practices.

Excellent communication and interpersonal skills with a proven effectiveness to build first-rate relationships through communication skills and professional demeanor

Effective Leader who draws on a broad base of information and experience to provide innovative approaches for support, and process improvement

Ability to establish credibility and be decisive, but is able to recognize and support the organization’s preferences and priorities in an assertive and persuasive style

Provide exceptional strategic guidance to clients with regard to benefits administration in both an implementation and management role

CORE SKILLS

• Recruiting and Onboarding (Executives/Engineers and High Compensated Associates)

• Policy Development

• Project Management

• Payroll Processing

• Employee Relations

• Compensation Planning

• Benefits Administration; 401K and Pensions, Health and Welfare

• Vendor Relations

• Performance and Process Improvement

• Strategic Planning

• Nortel Meridian PBX

• Training and Development

• FDA,

• Safety procedures; OSHA

• ERISA; COBRA; HIPAA; ACA; 1094/1095 reporting

• • FMLA, LOA

• Manpower Planning

• ISO-9001; EN-46001; ISO-13485

Software

HRIS Systems: PeopleSoft; ADP (WFN and Enterprise): Millennium; HRB: SAP (PA/OM/PY); Oracle; and Employee Navigator.

Lotus 1-2-3 Accounting: Kronos; Siebel; Microsoft Office; Reviewed online tutorials for SuccessFactor, Workday and Ultipro

PROFESSIONAL EXPERIENCE

Northwestern Benefits Corporation of Georgia 3/14/2016 – 1/26/2018

Benefits Systems Implementation Specialist

Responsible for designing, developing and implementing Benefits Administration solutions for clients. Responsible for all aspects of a project’s life cycle using an integrated project plan for implementing new or changed administration processes, new or updated benefits enrollment system configuration in ADP WorkForce Now and Employee Navigator, new or changed electronic data files and all prerequisite and subsequent tasks from project from beginning to post implementation of services. Also considered an expert at understanding how to configure and operate many different Benefits Enrollment / HRIS type systems and working with carriers, vendors and clients to coordinate a walkthrough of electronic file structure layouts, development of electronic files and reporting, user acceptance testing and production validations. Responsible for the transition of processes and training to internal client Operations Teams, Consultants and Account Managers.

Served as a Benefits Administration system/process subject matter expert and escalation point for clients and internal colleagues for ADP WorkForce Now and Employee Navigator.

Provided a high level of quality service to clients, employees, vendors and carriers

Responsible for effectively taking the initiative from discovery, design and testing to implementation, validation and post- production activities

Created and updated Case Detail, Statement of Procedure and Process Flow documents by interviewing the client in person or via conference calls for scope of services and then obtaining final approval from the client

Responsible for configuring the Benefits Enrollment (ADP WorkForce Now and Employee Navigator) system initially, at annual enrollment and for ongoing changes for clients that have a “co-sourced” solution

Responsible for working with carriers, payroll vendors and benefits system (ADP WorkForce Now and Employee Navigator) and administration vendors in order to get electronic file feeds configured, tested and moved to production. Responsible for auditing discrepancy’s and errors which requires strong data analysis and problem solving skills

Responsible for the training of Benefits Administration team on all new and updated global and client specific processes including how to process in the Benefits Administration system (ADP WorkForce Now and Employee Navigator).

Provided reporting and associated analytics to management, stakeholders, clients and as part of data clean up or the reconciliation processes

Proposed new procedures and processes to enhance the delivery of Benefit Administration services

Resolved escalated issues through clear and consistent communication to applicable teams and clients, enhanced problem solving, negotiation skills, collective ownership and follow through

Created and managed an integrated project plan for all projects they are assigned to

Facilitated and led implementation timelines, weekly status calls, open action items and risk management plans

Responded effectively to project risk factors and issues related to delivery for ADP WorkForce Now and Employee Navigator

Maintained current knowledge of evolving HR and Benefit legislations

Setup 401K plans in ADP WorkForce Now and Employee Navigator.

Automatic Data Processing (ADP), Alpharetta, Georgia 11/1/2010 – 3/7/2016

Service Support Specialist

Provided health & welfare benefit conceptual & technical guidance and support to service associates to resolve product and client issues by utilizing extensive product knowledge, problem solving skills and troubleshooting experience within ADP WorkForce Now.

Participated in projects such a rollouts and releases for the ADP WorkForce Now HRIS system.

Identified team training needs and assists in coordinating training and mentoring for ADP WorkForce Now HRIS system.

Acted as a team leader in the absence of management.

Provided project management support and coordination during Open Enrollment.

Worked with Relationship Managers or Managers on consultative benefits related projects.

Provided service support related to the administration of health & welfare benefit programs to the service team via phone, CRM, email or in person, regarding the resolution of participant benefit plan, insurance provider, ADP WorkForce Now product and client problems.

Coordinated communication with appropriate comprehensive benefits or third party resources to expedite responses to critical client or participant situations.

Utilized extensive benefits/product/process experience to identify issues, troubleshoot client problems and assist with a resolution.

Championed and/or assisted in assessing regulatory changes and process impact, process improvement, ADP WorkForce Now product or other service application rollouts, and service training. Acted as a Liaison between the service center, relationship manager, and the client to explain benefits related processes

Mentored all levels of service associates. Provided instruction and guidance on health & welfare benefit programs, administrative process and procedures, compliance related questions or issues, troubleshooting system issues, and soft skill development. Worked with newly hired associates as a coach.

Identified training needs. Developed, coordinated and delivered training or booster classes to all levels

Responded to complex client issues and escalations to ensure that support rendered meets or exceeds the client's needs to ensure client satisfaction.

Coordinated the Open Enrollment process between the relationship manager, Open Enrollment support team, and the client.

Performed other related duties as assigned including understanding the system setup and initial planning for ACA such as waiting periods, making sure that the system is setup to classify Fulltime and Fulltime Equivalent employees to offer benefits, determining whether an employee is FTE or FT based on the number of hours worked over the measuring period.

Setup 401K plans in ADP WorkForce Now and Employee Navigator to capture the amount that an enrolled employee would like to contribute (dollar amount or percentage), setting up the annual limits for regular contribution and over the age 65 limits and auditing to make sure that the employee’s contribution does not exceed the annual contribution amount allowed by the IRS.

Automatic Data Processing (ADP), Alpharetta, Georgia 4/5/2010 – 11/1/2010

Client Services Team Lead

Service Team Support – Provided first level of escalation for client or product related problems/issues within ADP WorkForce Now. Worked with the service team member to bring closure to issue. Initiated escalation as necessary to the Relationship Manager or the Client Support Manager and served as the Subject Matter Expert (SME) for all clients supported by the Service Team.

Benefits Team Lead - Responsible for ensuring that all benefits administration tasks and activities are completed. Acted as the liaison between the Service Center Team and the designated Relationship Manager(s). Verified that the Benefits Representatives record cases appropriately for all telephone calls and emails that relate to a specific employee. Responded directly to technical and procedural questions from Benefits and Sr. Benefits Representatives. Coordinated tier two support with the assigned Relationship Manager, when necessary. Provided clients or employees with timely status updates for any issue that cannot be resolved in a reasonable time frame.

Scheduling - Ensured that adequate staff is always available to meet client requirements. Anticipated spikes in workload and work with Client Support Manager to determine necessary temporary help.

Quality Assurance (QA) - Ensured the quality of all work performed by the Service Team. Reviewed QA work performed by team members with ADP WorkForce Now and carrier websites. Executed QA procedures when necessary. Periodically reviewed Client Support emails and other client communications to ensure that the benefits administration team is meeting service level agreements. Monitored calls for QA and appropriate client information.

Client Relationship Management - Proactively contacted clients to assess their satisfaction with services provided.

Administrative Procedures – Assisted with the preparation of the client specific Administrative Procedures Manual. Completed service center set-up activities. Supported service process changes.

Mentoring/Training - Mentored and coached new associates on job responsibilities and team assimilation. Assisted manager in preparing training materials and providing training to Benefits Representatives as needed for ongoing enhancements or changes. Helped prepare and provided open enrollment training.

Automatic Data Processing (ADP), Alpharetta, Georgia 8/7/2006 – 4/2/2010

Payroll Specialist III

Reviewed and processed all Human Resources and payroll-related associate data with ADP Enterprise 5, including but not limited to new hires, terminations, leaves of absence, wage changes, transfers, and other changes.

Imported external pay files (time and labor management, commissions, etc.) into Enterprise Payroll. Performs pre-production audit for each pay group prior to release.

Performed post-production maintenance and audit to prepare for next processing cycle.

Audited payroll output and provided recap to client liaison, including timely distribution of paychecks, within time frame for resolution of outstanding issues.

Maintained integrity and confidentiality of Enterprise Payroll database.

Effectively applied client payroll policies and procedures.

Ensured compliance with all applicable federal, state and local tax regulations as well as wage and hour laws.

Issues and updates manual checks. Proactively worked to analyze and resolve issues that create the need for manual checks, thereby reducing exposure errors, penalties, and interest resulting from late tax deposits.

Provided timely resolution of outstanding payroll and accounting issues.

Performed all quarter-end and year-end audits including file reconciliation, adjustments, and W-2 distribution.

Successfully integrated newly acquired business units into the Enterprise Payroll system. Processed multi-state and multi-jurisdiction payrolls with a higher level of complexity.

Processed job cost payrolls.

EDUCATION

Athens State University, Athens, Alabama

Bachelor of Business Administration: Human Resource Management

Professional Human Resources (PHR) Certification: July 2010 (expired 6/2017 – re-certification on progress)

References Available Upon Request

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