PROFESSIONAL

EXPERIENCE:

Ebix, Inc. – Johns Creek, Georgia

EBAW Product Support & Implementation Manager 10/2014 - Current

• Accountable for all functions of the EbixBenergy Product Support and Implementation team, which includes interviewing, training and managing the Product Support & Implementation team.

• Interfaces and works in collaboration with downstream partners to include Sales, Account Management, EDI team and Developers implementing, optimizing and managing the overall process for ongoing policies and procedures in the implementation of new group portal set-ups and renewals regarding both Self-funded and Fully Insured Accounts.

• Drive consistency across programs for common methods and practices for implementing and installing new client portals for Community as well as Enrollment. Develop strong cross functional relationships to drive work and improve the customer onboarding experience.

• Generate client or other administration reports, letters or other special mailing projects per the signed Service Level Agreement for individual clients.

• Work efficiently and accurately through prioritizing team workload to ensure timelines/deadlines are followed.

• Responsible for the overall development, management, mentoring, training and leadership of the Benergy Account Management team.

• Facilitate client kickoff meetings and ongoing status meetings including documentation, action items management and any other meeting deliverables.

• Facilitate the benefits configuration, mapping, and validation for all aspects of clients’ benefit communication portals and enrollment sites in the testing, UAT and Production environments for new and existing clients.

Ebix, Inc. – Atlanta, Georgia

EbixBenergy Product Support Specialist 8/2010 - 10/2014

• Assist the Management of ongoing and open enrollment activities through regular client communications and activities. This includes but is not limited to setting up changes in stage and creating a ticket move to staging. It also includes working closely with customer to ensure all changes are captured in Benergy for upcoming enrollment events.

• Work closely with the Benergy Developers and internal Customer team to ensure systems are functioning properly.

• Managed and configured Benergy Enrollment and Benefit Portal products as requested for mid-year changes and annual open enrollment.

• Applied product knowledge to assist clients with using and understanding product features.

Collaborated directly with the engineering team to research and test defects in the system once reprogrammed and prior to being moved from deployment to production.

• Worked with internal and external teams (e.g., Brokers, EDI, Billing) to meet/exceed the needs and expectations of our clients. Utilize CRM system for client history tracking.

• Completed special projects as assigned.

• Responsible for setting up client testing scenarios and modifications to the system per the request of the clients once internal testing is completed.

• Work directly Engineers and assist in QA testing in resolving system errors and enhancements on the benefit software.

• Collaborate with other departments on projects to assist with the growth and enhancements of our benefit software products.

Ceridian – Atlanta, Georgia

Client Support Specialist – Level II 10/2003 - 07/2010

• Worked directly with new accounts, up sells to new products and technologies, analyzed their human resource functions, designed technical/service/operational models, created proposals, and delivered sales presentations.

• Upheld and performed all client development and operational aspects to position the company for hassle-free payroll processing.

• Performed market and customer needs analysis, reviewed service directives, and offered new technological advances to clients.

• Maintained current accounts with a nationwide client base, and provided assistance and guidance to team members.

• Instruct and guide clients in various aspects including payroll processing, taxes, accounting, reports, deduction remittance and benefits administration. Assure proper coding of employee department allocations for billing and budgeting purposes. Train human resource departments on the use of new technology, software and services.

• Provided excellent customer support to clients and engaging learners with varying skill levels.

• Responsible for troubleshooting and analyzing issues reported by the clients via phone and email.

• Provided solutions and effective how to suggestions in order to maximize usage of the software.

• Facilitated problem-solving between end user and development team.

• Analyze the human resource operations of key clients, document inefficiencies and needed improvements, and utilize service skills and technical knowledge to develop effective systems. Develop sound business and functional requirements that lead to improved payroll processing and efficient human resource operations.

• Facilitate and Responsible for expanding client, broker and carrier partner relationships through personal visits/meetings.

EDUCATION:

Florissant Valley Community College, Business Administration

QUALIFICATIONS:

Highly focused and goal oriented. Dynamic leadership and team-building abilities. Exceptional interpersonal, communication, and networking skills. Intermediate proficiency in MS Word, Excel, PowerPoint, MS Project. Signature Mainframe. Ceridian Payroll/Benefits HPW applications.

TECHNICAL SKILLS:

Outlook Express, Crystal Reports, Basic SQL, Microsoft Office Suite (Word, Excel, Project, PowerPoint), POS, SharePoint, Smart Office, Salesforce and Basic Signature Payroll Training

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