Employee Benefits Manager

ANDRHEA FLETCHER

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SUMMARY

Dynamic, innovative, results oriented Human Resources professional with broad experience in benefits, employee relations, training, policy development, people management, performance management and career development. Highly effective working in fast-paced environment and consulting with all levels of employees/managers/executives. Exceptional employee relations skills, consulting, training, and interpersonal skills.

*Employee Benefits *Supervisory skills

*Coaching, consulting and mentoring *Career development

*Training development and implementation * HR Policy development and implementation

*Career development and performance management * Employee Relations Investigations

EXPERIENCE

Microsoft Corporation Human Resources Professional 1995-2009

Benefits Manager

Key contributor to design, development, and implementation of health and welfare benefit plans and programs, related policies, and services. Responsible for vendor operations and performance review.

• Consulted with industry brokers and consultants on development and implementation of plan offerings and enhancements while maintaining legal, tax, and regulatory compliance.

• Analyzed plan performance, utilization, and benchmarking data to recommend IRS and ERISA compliant plan design changes and modifications.

• Drove yearly review of plan documentation in partnership with Employment Law Group to ensure regulatory compliance.

• Designed and delivered benefit presentations to HR, employees, and managers to increase understanding of benefit plan offerings and enrollment, support effective utilization, and promote value of benefits.

• Participated in the review, selection, and implementation of new benefit plan administrator, ensuring a seamless transition for employees.

• Effectively partnered with internal communications team to develop, review, and distribute plan materials, ensuring employee understanding of benefit offerings.

Benefits Customer Service Team Manager

Staffed and directly supervised internal benefits customer service team, including coaching, development, and performance evaluation. Responsible for daily operations and company wide customer service experience for internal clients.

• Staffed and managed high performance customer service staff through ongoing solid performance management and development of career plans, promoting high morale and retention.

• Analyzed email and phone volume trends to determine optimal staffing levels and scheduling to ensure seamless customer service experience.

• Designed and facilitated employee focus groups and developed online surveys to measure and improve customer satisfaction.

ANDRHEA FLETCHER Page 2

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• Proactively collaborated with Information Technology department on design and development of customer service tracking and reporting system, leading to increased productivity and accuracy of responses.

• Developed and delivered educational seminars and training to increase employee knowledge of plan offerings and programs.

• Contributed to design and execution of new programs/plan modifications while maintaining daily operations and processes in support of a seamless customer experience.

• Improved vendor performance through conducting customer service training, providing performance feedback, and participating in vendor business reviews.

• Contributed to development and roll out of communication plans; reviewed and edited vendor communications, developed electronic and print collateral, frequently asked questions, intranet content and canned responses.

Sr. Human Resources Business Partner

Responsible for Human Resource activities involving third party workforce, while providing expertise to employees, managers, leaders, and external clients on policy, engagement, and investigative processes company wide. Designated point person for managing and resolving escalated employee relations issues.

• Developed, implemented, and executed on HR strategy, policies, and guidelines, resulting in reduced company liability.

• Effectively assessed and resolved escalated employee relations issues, resulting in reduced liability and increased workplace productivity.

• Reduced company liability by consulting on and/or leading timely and thorough investigations of workplace concerns and/or policy violations involving employees, third party workers, partners, and/or company resources.

• Designed and delivered training to increase HR community and management capabilities surrounding policies, business practices, and appropriate third party worker engagement.

• Influenced HR community, management, and senior leaders, by effectively consulting and coaching on staffing choices and appropriate worker engagement models, enabling leaders to effectively manage organizations.

• Established credibility in the HR and management communities by effectively partnering and consulting on basic and complex employee relations matters involving employees and third party workers.

• Partnered with Employment Law Group to deliver HR community and manager training on co-employment risk and policy associated with third party workers.

• Assessed and revamped third party worker rehire eligibility tracking processes to ensure data integrity, consistent business practices, and continuity across systems, resulting in reduced company liability and workplace efficiencies.

ADDITIONAL MICROSOFT EXPERIENCE

Stock Plan Specialist; HR Systems; Program Management

Working knowledge of EEO Laws, ERISA, COBRA, FMLA, FLSA, and HIPAA

EDUCATION

University of Washington, Seattle, WA. BA, Speech Communication, 1992

PROFESSIONAL AFFILIATIONS

Active member of Society of Human Resource Management (SHRM)

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