Customer Service Life Insurance

Raquel M. Gary **** University Church Drive ( Charlotte, NC 28216

704-***-**** ( ***********@*******.***

Human Resources Administrator

Strategic HR Initiatives ( Employee Engagement ( Client Relations

Management ( Solution Focused

Performance-driven professional with 10+ years of experience in Human

Resources Management. Strategic architect in the development of innovative

HR initiatives to streamline processes and capitalize on organizational

growth opportunities. A creative thinker, problem solver, and decision

maker who effectively balances the needs of the employees with the mission

of the organization. Strong communication, interpersonal relations,

mentoring, negotiations, and organizational skills.

Core Competencies

Talent Acquisition & Training Process Improvement Interpersonal Skills

Complex Problem Resolver Staff Recruitment & HR Compliance

Retention

Organizational Development Multi-Task/Prioritize Project Management

Effectively

Compensation & Benefits Performance Management Team Building, &

Leadership

Education

MBA - Strayer University - In progress

Benedict College, Columbia, South Carolina - May 1993

Bachelor of Science: Business Administration

Graduated cum laude

Professional experience

Quick Silver Funding Charlotte, NC March 2013 - Present

Business Analyst

. Oversaw requirements gathering for new client implementations.

. Developed user documentation for functional usability testing.

. Documented business processes related to external partners, including

banks and clearing houses.

. Led process improvement focus groups as part of functional redesign of

the current financial system.

. Conducted user testing of the onboarding process with an emphasis on

documenting the process flow and scripts for training purposes.

AonHewitt ( Charlotte, NC ( October 2000 - February 2013

Benefits Operations Administrator (October 2000 - May 2010; May 2012 -

February 2013)

. Responsible for day-to- day operations of group benefit programs (group

health, dental, vision, Medicare, short-term and long-term disability,

life insurance, flexible spending plan, 401(k) plan and retirement plan)

across multiple client teams.

. Served as primary contact for plan vendors and third party

administrators.

. Coordinated the transfer of data to external contacts for services,

premiums and plan administration.

. Worked effectively to make sure the plans ran smoothly.

. Managed and processed daily direct billing and payments through the life

cycle to ensure accuracy.

. Subject matter expert for complex billing issues. Investigate

discrepancies and provide information in non-routine situations.

. Evaluated and revised internal processes to reduce costs and increase

efficiency.

. Documented and maintained administrative procedures for assigned benefit

processes.

. Coordinated daily benefit processing of enrollments, COBRA, terminations,

changes, beneficiaries, QDRO's, LOA's, and QMCSO's via TBA (Total

Benefits Administration) system.

. Maintained group benefits databases, test system functionality and work

with end users to provide system support.

. Provided customer service support to internal and external customers.

. Developed communication tools to enhance understanding of benefits for

assigned client teams.

. Determined proper course of action to resolve escalated customer service

issues by interpreting plan procedures and policies.

. Responsible for resolving complex participant issues including conducting

research, analyzing plan provisions, and translating provisions to the

ongoing processing environment.

. Often called upon to execute manual processes (requiring plan knowledge

and analysis), but always with a focus to streamline, automate, and/or

standardize the process.

. Worked with the Benefits Operations Manager (BOM) to identify process

improvements and recommend solutions.

Benefits Operations Manager (June 2010 - May 2012)

. Recognized for outstanding performance with a promotion to manage the

ongoing performance of a new line of business within the organization.

. Accountable for managing operational performance for assigned clients.

. Responsible for making sure that all ongoing work is delivered timely and

with quality to plan sponsors and plan participants.

. Developed and delivered operational training.

. Facilitated regular discussions with cross functional teams and third

party vendors to review processing procedures, metrics and customer

experiences.

. Collaborated across the CDG (Client Delivery Groups) to drive the

enterprise Service Delivery Transformation and LEAN initiatives for

onshore and off-shore associates.

. Provided day to day client and TPA contact support for participant-

and/or processing-related issues.

. Ensured coordination with the HR Operations team and Customer Service

Center as it relates to Standard Operating Procedures and Service Level

Agreements.

. Accountable for understanding trends, identifying problems, and

performing impact analysis.

. Communicated and documented system defects via Maestro tool with

recommended solutions and outcomes to prevent future occurrences leading

to rework.

. Led process improvement discussions in order to streamline processes.

. Followed best practices to improve quality, delivery and accuracy.

Additional Credentials

TECHNICAL SKILLS: Utilities: Microsoft Office Suite (Word, Outlook, Power

Point, Excel User)

Additional: PeopleSoft, HRIS, Lotus Notes, Cognos, Plan

Sponsor Portals

References: Available Upon Request

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