Sheldon Cohen

**** ********** *******, #***

Raleigh, NC 27617

adigo1@r.postjobfree.com

732-***-****

Professional Experience:

Benefits Administration Services Associate

Conduent-Cary Hired January 2020

January 2020 to Present

Health and Welfare Plan administration for L3Harris Corporation. Managed annual elections for H&W plan, and other related plan administration. Assisted plan participants with enrolling and using secure website for their benefits administration. Processed notification of a participant or surviving spouse death. Navigated complex CRM system to manage tracking of all participant contacts. Pension Benefits Administration for Athene, handling 40 various plans as plan administrator. Handle monthly payment types, stop and reissue services, annuity projections, website navigation and other annuity related issues.

Benefits Administration Services Associate

Conduent-Cary, N.C.

October 2019 to 12/31/2019 Manpower Assignment

Health and Welfare Plan administration for L3Harris Corporation. Managed annual elections for H&W plan, and other related plan administration. Assisted plan participants with enrolling and using secure website for their benefits administration. Processed notification of a participant or surviving spouse death. Navigated complex CRM system to manage tracking of all participant contacts. Global Operations Specialist

Transform (Formerly Sears Holdings) - Round Rock, TX August 2017 to August 2019

Responsible for training for the Scheduling function in Aspect Workforce Management Systems. Responsible for updating and maintaining Sears internal Wiki for scheduling and related procedures. Author of new procedures for Global Operations. Allocation of phone call traffic to internal and external call centers worldwide so that service level goals are maintained. Daily monitoring of internal call center staffing and traffic, to balance service levels. Skilling of phone agents for our skill based routing. Manage Real Time Adherence. Manage requests for Voluntary Time Off, and Pr e-Voluntary Time Off. Managed and created prescheduled events, such as team manager coaching, meetings, and training academies. Avoided negative net staffing to insure correct service levels are maintained. Recognized by senior leadership with several WOW awards.

Scheduling Analyst

SEARS HOLDINGS September 2015 to August 2017

Created schedules for various lines of business used by Human Resources in their recruiting efforts. Analyzed current staffing schedules and recommended schedule slides or schedule bids to improve overall service to our Member Service Organization. Created spreadsheets in Excel used in weekly huddle calls to review past performance, and to look into the future. Analyzed the need for voluntary time off and extra hours, and made recommendations to our operations partners. Partnered with our IT team to develop an automated system for submitting schedule change requests. Tested and processed schedule change requests. Developed staffing scenarios for Holidays. Senior Profiling Administrator

Sears Holdings Corporation - Round Rock, TX December 2012 to September 2015 Responsible for setting up and maintaining employee information and administering changes in the e Workforce Management (eWFM) application as business needs arise. Additionally responsible for creating and maintaining the employee profiles in the Cisco ACD and call monitoring applications. Created profiles in Aspect for new hires. Created permissions for various system uses. Processed changes to profiles such as department changes, terminations, new system permissions, etc. Became proficient in recognizing problems, finding the root cause of the issue, and implemented process changes to avoid similar occurrences.

Senior Customer Solutions Advocate

SEARS HOLDINGS January 2008 to December 2012

The Sears escalated team to satisfy member issues, and maintain their loyalty. Proficient in navigating complex software, to view member orders, and be able to offer concessions for their satisfaction. Provided assistance to specific customer situations escalated through originating lines of business at Sears or Kmart. Support team member, for multiple lines of business by pursuing increased customer satisfaction through appropriate and timely problem resolution. Additionally, independently analyzed the situation, used extensive knowledge of products, processes and guidelines to interpret policy, and used good judgment skills within and outside policies, to determine and execute effective and satisfactory resolution processes. Recipient of "Top Quality Performer" award multiple times.

President Huston's America, Inc. -Lake Worth, Fl. January 1999 to November 2007 Owner and Operator of profitable Allstate Equipment & Rentals, Lake Worth, Florida. Rentals, sales and service for contractors and homeowners. Use of sophisticated software to manage contracts and payments.

President Shelco, Inc. -West Palm Beach, FL July 1994 to December 1998 President Budget Printing Division. President Shelco Group Consulting Division. Clients included world-class corporations such as: Procter and Gamble, M & M Mars, the Nordstrom Catalog, Herbalife International, Reflect.com, Mobil Oil, Dryel, Millstone Coffee, the United States Navy, Discovery Channel, Rosenbluth International, Delta Airlines. Married customer contact plan, along with client's relationship marketing plan, and made them an operational reality. Strengthened the existing fulfillment and logistics programs in place, or created new ones to meet company objectives. Used expertise to improve company's bottom line. Proficient in the complete fulfillment process, from initial customer contact, through delivery of the product to the consumer.