Sales Customer Service

JOANN WOODS

West Orange, NJ 201-***-**** *********@*****.***

G ENERAL M ANAGEMENT & B ENEFIT S PECIALIST

I NSURANCE O PERATIONS B ENEFIT A DMINISTRATION

ASSET M ANAGEMENT

Total benefits leader serving as client expert for pension, 401k, life insurance, health and welfare benefits plans. Expertise

partnering with business leadership to achieve corporate excellence, drive operational excellence, and improve people

initiatives. Highly effective at streamlining operations to implement efficient and standardized processes. Forge strong

relations at all levels of organization. A c reative thinker and decision maker proven to effectively balance the needs of

clients with the mission of the organization.

EXPERTISE INCLUDES:

Organizational Design Benefit Processing Program & Project Management

Data Analysis Tracking & Reporting Quality Assurance

Training & Development Customer Service Excellence Employee Health & Wellness

PROFESSIONAL EXPERIENCE

XEROX - SECAUCUS, NJ 2010-2014

REPORTING SPECIALIST 2013-2014

Managed all aspects of death benefits reporting for survivors and beneficiaries for the following lines of coverage; basic

life, optional life, and optional accidental life. Provided quality assurance. Adhered to all service legal agreements.

Managed high volume of death reports, averaging 700 per month.

Partnered with two insurance carriers for salaried and union populations.

Generated daily complex reports and queries, both manual and automated.

Opened and assigned new death cases daily to the beneficiary support team.

BENEFICIARY SUPPORT SPECIALIST 2010-2013

Managed the research and beneficiary notification of death benefits for the following defined benefits, defined

contributions, life insurance, and continuation of health and welfare coverage. P roven ability to understand and interpret

complex plan details. Responded to mail and telephone inquiries from survivors, beneficiaries, attorneys, and trustees

regarding post death benefit processing, managed 100 death cases each month.

Managed financials reconciling overpaid pension benefits, preparing overpayment correspondence, allocating

funds to Trust accounts and preparing reports to send to collection agencies.

Achieved 98% on annual quality metrics gauging call evaluations and quality of summary of written benefit

packages to survivors and beneficiaries.

Selected for three consecutive years as point of contact for clients' executive personnel.

Served as SME training new hires and preparing training documents.

Completed enrollment and billing of premiums for continuation of health and wellness, set up payments for

survivor pension benefits, segregated funds for distribution of 401(k) to beneficiaries and prepared written benefit

summary packages.

Performed, tracked and logged 100 transactions related to benefits processes per month.

Managed outstanding issues to ensure resolution; informed parties the status of research and resolution.

JoAnn Woods 201-***-**** *********@*****.*** Page 2 of 2

JORDAN BARIS, INC. REALTORS WEST ORANGE, NJ 2008-2009

SALES ADMINISTRATOR

Assisted with the general administration of the real estate sales office. Compiled legal documents from attorneys, banks,

mortgage companies and brokers. Encouraged a success-oriented, environment within the company.

Tracked all sales leads; maintained database of 300 prospective buyers and sellers.

AUTOMATIC DATA PROCESSING INSURANCE SERVICES FLORHAM PARK, NJ 2002-2007

MANAGER, CLIENT SERVICES SUPPORT 2005-2007

Promoted to manage renewal business for property and casualty brokers specializing in workers' compensation for small

to midsize clients. Reviewed, inventoried, and assigned renewal policies and proposals for activation. Managed statistical

reporting and workflow analysis. Led a domestic and international team of 10.

Established and implemented operational protocols and practices supporting client service call centers and

administrative teams in the US and India.

Met all deadline requirements; managed the disbursement and processing of certificates, endorsements,

verification and analysis of rating information to determine accurate calculation of premium.

Designed monitoring mechanisms to track and measure unit productivity and quality through monthly

comprehensive file audits.

Led international team to deliver highest renewal volume in agency history through strategic planning and

leveraging staff talents and diversity.

Developed top performing team with high retention through effective recruitment and training.

Created electronic inventory of client files for global access to better secure, manage and recapture privileged

information.

PREMIUM AUDITOR 2004-2005

Examined and audited policy holder payroll records, to ascertain proper premium base and insurance

classifications for coverage provided. Prepared audit reports, special project results and writing segments of complex audit

reports.

Independently conducted significant audits; participated on large or highly complex audits.

Instrumental in minimizing audit exposures and risks by reviewing, maintaining and documenting process flows

for agency book of business.

SALES SUPPORT SPECIALIST 2002-2004

Collaborated daily with the Regional Executive to ensure Eastern regional sales support priorities were accomplished.

Monitored database of new prospects for delivery to producers. Managed all sales administrative activities, reporting and

final review of policy documentation.

EDUCATION & CERTIFICATIONS

Bachelor of Arts, Psychology - Montclair State University, Upper Montclair, NJ

A+ Certified Computer Technician - Geotech Institute, Montclair, NJ

PROFESSIONAL DEVELOPMENT

ADP University, Florham Park, NJ

JoAnn Woods 201-***-**** *********@*****.*** Page 2 of 2

Call Center Technology and Management

Fundamentals of Leadership & Management

Fundamentals of Human Resources

Fundamentals of coaching, mentoring, motivation and recognition for high performance teams

Project & Quality Management - Rutgers University, Newark, NJ

Defined Benefits, Health & Welfare, Defined Contributions - ACS A Xerox Company, Little Falls, NJ

COMMUNITY

Boys & Girls Club of America, West Side Club, Newark, NJ

President, Advisory Board

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