Human Resources Vendor Management

D A N I E L L E F E R G U S O N

DOWNINGTOWN, PA

***-***-*** **********@*******.*** l inkedin.com/in/fergusondanielle P R O F E S S I O N A L P R O F I L E

Experienced HR professional with demonstrated expertise in benefits administration, vendor management, team leadership, and HR systems implementation in the healthcare, biopharmaceutical, and financial advisory industries. Proven history in managing large-scale HR operations and leading teams to deliver exceptional service in the Unites States and Canada. Core Competencies:

• Team leadership

• Vendor management

• Employee benefits

• Workday

• Oracle

• SAP

• ADP

• Workforce

• ServiceNow

• Kofax Financial Approvement System

• Data analysis

• Microsoft Office

• Performance management

• Policy implementation

• Change management

• Problem-solving

• Human resources

• Employee relations

• Recruiting

• Onboarding

• Reduction in force

W O R K E X P E R I E N C E

ICON PLC, INC., Blue Bell, PA 04/2023 – 03/2025

Human Resource Service Center Lead

• Led the vendor liaisons for medical, dental, vision, 401K, and voluntary insurance plans for the 40,000+ U.S. and Canada employees.

• Supervised, motivated, trained, and coached direct reports to ensure individual development and continual service improvement. Ensured deliverables were completed in a timely manner.

• Conducted one-on-one meetings weekly with reports to review progress of assigned projects and deliverables. Wrote performance reviews (quarterly), performance improvement plans, and warnings for direct reports as needed.

• Contributed to the culture of process improvements with a focus on streamlining processes and added value to business while adhering to cost effectiveness and meeting client needs with exceptional customer service.

• Monitored trends calls and emails on reoccurring issues and problems that arose from providing feedback to management regarding necessary changes and updates, including proactive communication with other departments and regions and customers in identifying and resolving issues.

• Proficient in understanding and applying regional policies, acted as an escalation point to advisors on all MyHR processes and policies, from new starters through the employee life cycle to leaver process.

• Exceeded proficiency in HR information systems and educated and supported team with learning these systems.

• Led open enrollment for U.S. employees and tested systems to transfer data from 2023 – 2024. Trained direct reports on new benefit changes for 2024.

• Implemented a new medical, dental, and vision vendor for Canadian employees. UFINANCIAL GROUP, Exton, PA 10/2022 – 02/2023

Senior Benefits Analyst and Assistant

• Was responsible for mailing out open enrollment kits for ten clients. Entering enrollments into Employee Navigator system and processing enrollments in carrier’s portals.

• Ran Medicare Rx and BCBS quotes for 50 clients in Medicare and BCBS portals.

• Processed COBRA, FSA, and HSA for new hires and terminated employees through TASC and BAS.

• Contacted carriers daily on the phone with issues that arose. DANIELLE FERGUSON PAGE 2

ELITE GROUP LLC, Newtown Square, PA 06/2022 – 10/2022 Benefits Service Representative

• Loaded the maintenance of client data in the AccessHR.net benefits administration web portal.

• Processed COBRA notifications and elections on behalf of clients using a third-party administrator’s web-based system.

• Performed carrier bill reconciliation services on behalf of clients and collaborated with carriers and clients to resolve any billing discrepancies.

• Resolved issues related to employee enrollment, claims processing, and employee eligibility by contacting carriers via telephone or email.

TRION GROUP-MARSH MCKLENNAN AGENCY, King of Prussia, PA 03/2016 – 05/2022 Senior Benefits Analyst

• Managed a team of three benefits analysts. Ensured daily deliverables were completed by the team. Worked with Trion’s internal teams (COBRA, FSA, call center, and leadership) on various initiative projects.

• Managed client relationships with 30K employees, which included procedures related to benefit plan design, changes for implementations, renewals, and ongoing administration.

• Reviewed and revised business and plan design requirements and the functional design specifications for system setups and configurations.

• Supported client delivery teams in reviewing technical requirements, test plans, training materials, and procedure documents.

• Led the quality assurance tasks for various client deliverables and procedures, including but not limited to carrier files, payroll files, billing reports, worksheets, and inbox requests.

• Monitored, researched, and resolved escalated client issues by utilizing Trion’s issue management system and other client-specific tools while coaching client team members on resolutions.

• Assisted with developing client-specific training guides for call center staff in support of clients’ benefit plan intricacies and for increased call volume during peak seasons.

• Facilitated meetings with clients, carriers, and other internal departments.

• Proactively identified risks and provided proper escalation for high-level resolutions.

• Maintained best practices and proactively recommended opportunities for efficiency improvements.

• Established and cultivated relationships with clients, vendors, carriers, and internal departments to ensure successful implementations, renewals, and ongoing administration.

• Coached and trained internal members of the benefits administration team on best practices and client-specific knowledge.

SHIRE PHARMACEUTICALS, Chesterbrook, PA 02/2015 – 12/2015 Human Resources Data Management Coordinator

• Created, tracked, and processed 400+ severance notifications, packages, and transactions in Workday.

• Collected, tracked, and processed new hire paperwork on Workday. Processed I9 paperwork in the I9 TALX system.

• Verified and created verification of employment and process unemployment claims and education reimbursements. GENESIS REHAB SERVICES, Kennett Square, PA 09/2014 – 01/2015 Human Resources Generalist

• Provided HR support to 2,500+ employees through research and resolution of employee and management questions, including but not limited to open enrollment, benefit plans and benefits eligibility, payroll, benefit time accrual, workers’ compensation, and leaves of absence.

• Provided guidance to employees and management in locating, interpreting, and applying company policies and procedures to achieve best practice within the organization.

• Created and distributed new hire packages, including offer letters and benefits information, signing bonus agreements and relocation agreements for 400+ new hires per year.

• Managed the receipt and validity of pre-employment documents and monitored progress of candidates’ onboarding, including I-9s.

DANIELLE FERGUSON PAGE 3

• Prepared and delivered program manager enrichment training and educated employees on benefit options and leave of absence options through scheduled information sessions.

• Tracked, monitored, and managed all aspects of FMLA, worker’s compensation claims and short-term disability benefits, and other forms of leaves of absence.

• Prepared and maintained employment records related to events such as hiring, termination, leaves, transfers, status changes, and promotions, using human resources management system software. A D D I T I O N A L W ORK E X P E R I E N C E

ASTRAZENECA PHARMACEUTICALS, Wilmington, DE

Human Resources Senior Data Management Analyst,

Human Resources Advisor

E D U C A T I O N

Bachelor of Arts (BA), Organization Dynamics and Human Performance Management, IMMACULATA UNIVERSITY, Malvern, PA C E R T I F I C A T I O N S

Mental Health First Aid Responder, NATIONAL COUNCIL FOR MENTAL WELLBEING (Effective 06/2024 – 06/2027)

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