Senior Benefit Admistration/Customer Service

Tendayi Callaway

Email: ********@***.*** Telephone: 407-***-****

Education

• Associates of Arts Degree – State College of Florida – Bradenton, FL – 1999-2005

• High School Diploma – Southeast High School – Bradenton, FL – 1995-1999

Professional Experience

Health Group Advisor – US Health Group – August, 2014 – Present

•Create health plan policies for small businesses and/or for individuals, manage contract health plans,

implement new health plans, record keeping for day to day contracts, client communications, deliver new

policies.

Senior Benefit Administrator – Aon Hewitt - March, 2006 – June, 2013

• Maintain the CS Team tools, CS Pro, etc. and work with Client Analyst and Client Manager to

develop and deliver new process changes firm wide or client specific for DPSS, BDRT, PCS, IVR, YBR, GUI

changes are put in place.

• Managed client 403(b), 401(k), and Health plans including but not limited to monthly accounting

reconciliation, excess or supplemental plans, payroll processing, edit resolution, workflow

management, client communications, meetings, etc.

• Worked with Customer Connect, CDG, IDG, and leadership to trend issues affecting participant

accounts and delivering information to the team.

• Facilitated info. shares and huddles on topics such as Life Benefit Specialist processes,

challenging callers, Dedicated Retirement Specialist, etc.

• Provide premiere quality participant servicing, recognizing when changes were necessary in

process or procedures, and escalating appropriately.

• Developing other colleagues, and coaching them with appropriate feedback, both written and

verbal, as well as conduct and lead team huddles, business instructor over the Orlando office for employees

and incoming contractors, and being accountable for all deliverables associated with quality metrics of these

colleagues.

Customer Service Associate – Adecco (Aon Hewitt) – September 2005 to March 2006

• Provided exceeding quality service to Hewitt Associate clients and shared extensive knowledge

about the benefit plan during annual enrollment.

• Specify and prototype tools to increase CS Team efficiency in the workplace, and work directly

with CDG / IDG to develop customer-focused content while meeting provision requirements.

• Worked to ensure that specific timely and final closeout deadlines were adhered to in conjunction

with day to day metrics that must be maintained per client contractual requirements.

• Collaborate across teams to share information and coordinate on new ideas for process

improvements in which I developed and deployed to the Delivery Group that identified gaps in

new hire training and current associate shortfalls for internal processing quality.

Programming and Software Skills

Maestro2.x TeamSite

SnagIt HRO Workbench

SQL IBM Personal Communications / CICS

Relational Databases Navigator

Microsoft Office

Genesys (CCPulse)

Enabler / Remedy Total Benefits Administrator (TBA)

Adobe Suite CSPro

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