Project Management Client Service

Kimberly Lindsey

Marietta, GA 678-***-**** **********@*****.***

Benefits Specialist Professional Summary

I am enthusiastic, proactive, and growth-oriented with diverse work experience in benefits management, client service, and project management. I interact well in a team environment, with internal partners, and third-party administrators. I successfully partnered with clients and provided positive experiences for clients and participants. I feel that client engagement is the top priority when working with my clients. Experience

Planned Career Break: 4/1/2023 – Present

An intentional pause to focus on caregiving.

During this time, I provided agricultural bookkeeping. Retirement plan consulting services (401K and stock purchase plan). Attended courses for project management and customer service. HealthEquity, Alpharetta, GA (Remote): 08/2019 – 03/2023 Benefits Service Delivery Manager

My tenure with HealthEquity is a total of 18 years. This includes tenure that was earned with WageWorks and ADP through mergers and acquisitions. Details for each role are listed in my resume. HealthEquity acquired WageWorks in August of 2019.

• Maintained a book of business of 25 to 35 SMB and mid-market clients. Responsible for daily tasks, problem solving, and projects related to assigned clients. Educated clients on tools and resources available for Spending Accounts, Commuter, and COBRA (medical, dental, vision).

• Research client inquiries and concerns related to participant issues, billing, daily processing

• Partnered with sales, implementations, third-party vendors, and clients to understand the client’s needs. Delegated task to internal departments as needed.

• Analyzed client trends and service metrics through proper channels, resulting in a increase in the client satisfaction scores.

• Established new business for organization through negotiations and cross selling, resulting in increase in new business.

• Participated in RFP discussions with client, internal sales, and third parties.

• Identified opportunities to increase the mix of products and services provided to the client by working closely with the sales team and participating in the RFP process.

• Attended client onsite meetings and participated in benefit fairs as needed. WageWorks, Alpharetta, GA (Hybrid): 11/2016-08/2019 Relationship Manager

The job title changed to Service Delivery Manager after acquisition by HealthEquity. The responsibilities are the same as the above.

• Specialized in Spending Accounts and Commuter

• Maintained a book of business of 20 plus clients. Managed the daily tasks, problem solving, and spending account projects.

References Upon Request

• Worked on special projects related to merger/acquisition (HealthEquity acquired WageWorks).

• Actively participated in UAT testing related to merger/acquisition. ADP Benefit Services, Alpharetta, GA: 02/2005-11/2016 Client Benefits Consultant

ADP Benefit Services was acquired by WageWorks. The job title and responsibilities changed after the acquisition.

• Managed incoming calls, faxes, and e-mails from clients regarding FSA/Commuter plan issues and concerns.

• Researched client inquiries and concerns related to participant issues, billing, and daily processing specific to FSA and Commuter.

• Worked with the India Offshore team to develop internal processes related to training on daily processing of client emails and client product research (such as plan changes, bank account changes, and invoice updates).

• Subject Matter Expert (SME) for annual enrollment.

• Subject Matter Expert (SME) for internal EDI system related questions.

• Subject Matter Expert (SME) for Spending Accounts and Commuter Benefits.

• Developed and presented training for new hires and offshore teams.

• Developed and presented training webinars for client benefit fairs.

• SME for Non-Discrimination Testing and 5500.

• Worked on special projects related to acquisition and transition of clients to new platforms.

• Received Online Commuter Benefits Certification from Wired Commute. Northern Trust Retirement Consulting, Atlanta, GA: 11/1999 – 2/2005 Project Manager/Implementation Specialist

• Led projects for new client implementation for 401K and Pension plans.

• Developed client forms, training materials, and internal resource guides as part of new plan implementation. And coordinated the delivery of client deliverables.

• Responsible for multiple 401K related projects (such as fund additions, fund changes, plan deconversions, lockbox set up and closings, plan transitions to new record keeping systems). And the day-to-day implementation responsibilities (such as form changes, web changes and parameter updates).

• Surveyed and communicated with internal client team to develop new processes to improve client relationship.

Education, Certifications, & Awards

• BSBA in Human Resources from the University of Arkansas, Fayetteville, AR

• CSCMP Supply Chain Foundations: Customer Relationship Management Professional Certificate

• Certified Hospitality Supervisor (CHS)-American Hotel and Motel Association

• Received NTRS Innovator Award

• Received NTRS Quality Excellence Award

Technology

• Microsoft Office Suite, Salesforce, CRM platforms (company platforms related to Spending Accounts and COBRA), Workfront.

• Adopt new technology quickly.

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