Human Resources Customer Service
Resume:
Lisa M. Bonner
Doraville, GA
770-***-**** (H)
404-***-**** (C)
**********@*****.***
Professional Experience:
Automatic Data Processing - Alpharetta, GA 10/2012 – Present
Benefits Administrator
• Administer Comprehensive Benefits client HR data and Benefits including a variety of qualified and
non-qualified benefit plans for the Comprehensive Benefits clients including: Health & Welfare
Plans-Medical, Dental, Vision, Life, Accidental Death & Dismemberment (AD&D) and Disability
• Researches and resolves all invoice discrepancy issues
• Correspond with benefit carriers to correct discrepancies
• Reconcile monthly group insurance invoices for clients
• Researches and resolves issues identified through those routine audits (WFN 5.0 QA’s)
• Primary point of contact for the service team and off shore team regarding execution, governance
and approval of various back office related functions including but not limited to invoice
reconciliation & premium remittance, carrier connection management & error resolution, quality
assurance, reporting, data integrity audits, confirmation statements, and other batch processing as
outlined by client
• Serve as the liaison between the client and other ADP and non-ADP service providers such as the
various insurance carriers, human resources consultants, brokers and third-party administrators in
reference to supporting administrative services related to client batch and/or back office processing
• Basic tier two support for client & service team inquiries and issues related to back office
deliverables
• Perform quality assurance checks in coordination with the Comprehensive Benefits off shoring-
team related to governance and oversight of back office deliverables
• Researches and resolves issues identified through those routine audits
• Researches, analyzes, back office processes and procedures for potential improvement in
enrollments, savings or administration
• Provides excellent customer service to the service teams and client contact(s) in resolving back
office and data integrity issues
• Acts as the primary point of contact for third parties related to invoice reconciliation, carrier
connections, batch processing of print/fulfillment materials in providing information, responding to
inquiries and resolving issues
Points of Light Institute – Atlanta, GA 05/2011 – 12/2011
Human Resources Generalist II (Randstad - Temporary Assignment)
• Manage the day to day operations of the Human Resource office
• Responsible for administration of the human resources policies, programs, procedures, and
compliance to regulatory concerns and reporting
• Administer 403(b) plan, Disability, FMLA and Worker’s Compensation
• Carries out responsibilities in the following functional areas: departmental development, HRIS
(ADP HRB), employee relations, training and development, benefits, compensation, organizational
development and employment
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• Coordinates implementation of services, policies, and programs through HR staff; reports to HR
Director, and assists and advises company managers about HR issues
• Conducts new hire benefits enrollment orientation for new employees and on-boarding/exit
interviews
• Coordinate Open Enrollment for the new plan year
• Review resumes for potential candidates
• Schedule interviews and conduct interviews
• Recruiting and staffing logistics
• Create offer letters for new hires
• Update/make changes to the intranet
• EEOC-1 Reporting
• Assists with processing of terminations
• Handle unemployment matters
• Assists with the preparation of the performance review forms
• Post and monitor job listings on multiple job boards
• Input all invoices into Fidesic system for payment
• Performs other related duties as required and assigned
Alphastaff – Atlanta, GA 02/2011 – 03/2011
Benefits Specialist - (Office Team - Temporary Assignment)
• The main point of contact to explain complex policy and coverage information to clients and plan
participants and handles daily benefit administration
• Administers employee benefit programs including Medical, Dental, Vision, STD, LTD, FMLA, LOA
• Communicate and coordinate plan changes, open enrollment and acquisition integration of benefit
plans for new and existing clients and plan participants
• Answer, research and respond to internal and external benefit inquire. Work with designated carrier
representatives to resolve complex benefit issues including but not limited to eligibility
discrepancies, billing issues, FSA administration, Qualified Medical Child Support Court Orders
(QMSCO), and benefit plan interpretations
• Ensure all benefit documents are thoroughly reviewed, completed and processed in a timely manner
• Complete Statement of Health forms and forward to MetLife for processing
• Ensure the accuracy of data entered into the system as part of the enrollment, change or audit
process
Siemens Industry - Norcross, GA 07/2010 – 01/2011
Customer Support Coordinator II (Superior Technical - Temporary Assignment)
• Enter part numbers into SAP system for availability and pricing
• Respond to incoming inquires and/or requests regarding products
• Investigate and resolve semi-complex issues and escalations
• Support order tracking, price quoting, materials and scheduling
• Create Siebel cases for follow-up issues
• Maintain Excel spreadsheets to closely monitor customers open orders
• Answer 80+ incoming calls daily while servicing an assigned territory
• Process all debit and credit transactions in SAP system
• Entered purchase order data into SAP system submitted by distributors via fax and emails
on daily basis
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Automatic Data Processing – Norcross, GA 04/2009 – 12/2009
Benefits Enrollment Coordinator (Discover Staffing & AppleOne - Temporary Assignment)
• Entered and processed medical, dental, and vision enrollments, QMSCO (Qualified Medical
Support Child Order), life events, flexible spending and health savings accounts /resetting
employees passwords in ADP HRB System
• Assist employees with questions regarding benefit plans, enrollments and eligibility
• Process all paper enrollment forms that are sent via facsimile or regular mail to the Service Center
• Process Evidence of Insurability (EOI) forms in accordance with documented customer procedures
• Record all Employees notes in the ADP HRB Employease Network for all telephone calls and
emails that relate to a specific employee/Adhere to confidentiality and HIPAA guidelines
Sedgwick CMS – Atlanta, GA 01/2007 – 12/2007
FMLA Administrator
• Establish and manage FMLA,STD and LOA benefit claims, tracks and codes documentation in
accordance with internal workflow processes approve and authorizes assigned claims
• Analyzes FMLA claims to determine eligibility and certification in compliance with state and
federal regulations
• Identifies action plan; determines benefits due; and makes timely case decisions based on service
expectations as established by the client
• Processed all Military, Newborn, Transitional, Sabbatical and Sickness New hire leaves
• Assist with appeals process
• Research and resolved escalated claim issues
Automatic Data Processing – Atlanta, GA 07/2004 – 8/2005
Cobra Benefits Specialist (Randstad - Temporary Assignment)
• Processed Cobra incoming correspondence regarding terminations, account adjustments, plan/rate
changes, appeals and SSI disability
• Assist with coordination of COBRA enrollments with carriers
• Send Cobra letters and HIPAA certificates upon qualifying event for individuals
• Open enrollment for Cobra participants, reviewed and updated accounts
• Maintained client contact regarding Direct Bill Appeals and Reinstatements
• Posted incoming Cobra payments to accounts
• Investigate discrepancies with carrier and provide accurate and timely information
Education:
Associates of Business Administration - Georgia Perimeter College, Dunwoody, GA
Skills: Microsoft Office, Clarify, SAP, Siebel, AS400, Workforce Now System 5.1, ADP HRB, Outlook,
Excel, Word, Power Point, Knowledge of State and Federal FMLA regulations, Knowledge of Medical
Disability Management, COBRA
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