Manager Management

Erica Napper

Charlotte, NC ***** Phone: 434-***-**** ********@*****.***

PROFESSIONAL SUMMARY

Strong business leader with extensive experience in Client Relations, Consulting and Management. Proven leader with a track record of producing top performing teams and exceeding goals in fast-paced environments. Ability to translate strategic organizational goals into clear project plans leading to measurable results. Analytical leader that is able to make process improvement recommendations based on thorough analysis.

PROFESSIONAL EXPERIENCE

Aon - Charlotte, NC February 2015 – Current Benefits Manager – Global Risk Solutions

Manage a portfolio of Health and Welfare Insurance Benefit options and Defined Contributions through project planning, testing and consulting.

Manage client relationships and deliver ongoing assistance in a timely manner to meet service level agreements.

Complete project planning, scheduling and management to deliver top client results.

Generate ad-hoc benefit related reports by writing queries, testing and analyzing data for accuracy.

Maintain completion and adequacy of payroll, HRIS, voluntary and non-voluntary benefit delivery and reporting.

Deliver quality results through coaching and development to create a culture of continuous improvement.

Maintain a portfolio retention rate of 100% through exceptional client servicing and management.

MetLife - Charlotte, NC November 2013 – January 2015 Relationship Consultant – Premier Client Group

Managed a portfolio of over 300 Institutional Large Corporate Insurance and Voluntary Benefit accounts.

Managed bottom-line results within a specific geographic region, including case review, implementation, problem resolution, and reporting results to clients/business partners.

Established ongoing relationship and trust with Group, Retail and Client company business partners, including daily oversight of the program, consultative support and facilitation of communication between all parties.

Led implementation of services to successful installation by thorough analysis of plan design, collaboration, multi-product sales, and program design to secure agreement and meet project timeline.

Partnered with client HR team to ensure ongoing processing, delivery and file transmission delivery.

Analyzed reports to pro-actively maintain installed book of business and retained expected lead flow.

Developed requirements and implementation mapping to identify reporting metrics.

Bank of America - Charlotte, NC July 2011 - October 2013

Client Relationship Team Manager; Assistant Vice President – Government Mortgage

Led a team of consultants that serviced military accounts through the default and remediation process.

Managed a staff of 20 Client Relationship Managers that serviced over 2,000 Veteran Affair clients.

Effectively communicated with clients to ensure accuracy of account management, credit counseling and product servicing.

Performed internal audits through call, case and account monitoring to ensure compliance.

Implemented procedural strategies to drive effective change through forecasting and root cause analysis utilizing process improvement methodologies.

Ensured employee relation inquiries were resolved in a timely manner that reduced associate impact.

Proactively worked to resolve process and technology improvements through the prioritization of re-design and automation.

ERICA NAPPER - PAGE TWO

Charlotte, NC 28204 Phone: 434-***-**** ********@*******.***

Wells Fargo - Fort Mill, SC October 2010 - July 2011

Data Analytic Management Consultant – Data Integrity

Performed account analysis and reviews to ensure regulatory compliance standards were met for reverse mortgage and Fannie Mae clients.

Completed loan policy reviews with investors, legal and regulatory business partners to ensure compliance.

Supported optimization and improvement initiatives across core processes to achieve productivity objectives while simultaneously improving business partner experiences.

Conducted end-to-end process analysis using the discovery, analysis and diagnostic tools typical of Lean/Six Sigma initiatives.

Delivered business proposals that supported process engineering, restructuring and system improvements.

Performed quantitative and qualitative reviews to ensure optimal allocation of resources.

Merck Pharmaceutical - Charlotte, NC March 2009 - January 2010

Financial Analyst – Employee Expenses Contract Assignment

Provided detailed financial support to employees ensuring expense reports were accurate and processed without delay.

Performed daily reconciliation, audits and reporting of expense activity to the general ledger to ensure compliance.

Reviewed financial statements and advised personnel on employee expense reporting processes and technical issues.

Documented, tracked and monitored escalated issues through completion.

Completed reporting and audit reviews to meet service level agreements.

Managed the internal associate relationship through follow-up and daily completion of tasks.

Bank of America - Charlotte, NC May 2001 - June 2008

Treasury Services Team Manager; Assistant Vice President – Commercial Real Estate

Maximized consultant performance in order to achieve high quality results for clients and business partners through strong leadership and project planning.

Managed 30 consultants through providing recruitment (Bank of America Interviewer Certified), salary negotiations, HR assistance, training and development.

Partnered with Sales, Operations, Risk, Finance, and Implementation teams to ensure seamless delivery of products and cross-selling opportunities.

Completed cash management, treasury management, and domestic/ international wire processing responsibilities.

Developed personnel evaluations, performance planning, career development, and compensation trend analysis.

Improved team metrics in client relations and servicing by 20% through the creation of new processes and procedures.

EDUCATION

Master of Business Administration, Concentration in Management December 2007

Strayer University, Charlotte, NC

Bachelor of Science, Concentration in Business Management December 2004

Virginia State University, Petersburg, VA

TECHNICAL PROFICIENCIES

Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Access, Microsoft Project, Symposium (ACD), BOSS/FAST, COIN, NICE, IDS, GTS Locator, CIBR, Hogan BOL, SAP, Captiva, Acclaris, American Express, Lender Processing Services (LPS), Investor Comparison Evaluator (ICE), AS400, Loan Image Viewer, PeopleSoft, SalesForce.com (SFDC), CRM, SharePoint, Maestro, Workday, Taleo, HRIS, ADP, Ceridian, SQL and Greater Insight.

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