Experience

The Board of Pensions of the Presbyterian Church (U.S.A.)

• United States
• Religious Institutions
• 100 - 200 Employee

• Continuous Improvement Lead

  • Jun 2017 - Present



Xerox

• United States
• Business Consulting and Services
• 700 & Above Employee

• Senior Human Resources Administrator

  • Feb 1998 - Oct 2016

  • Manage day-to-day electronic health & welfare communications and cyclical deliverables for firm’s largest outsourcing client, including annual enrollment; develop Standard Operating Procedures and track deliverables, due dates and status utilizing on-line JIRA monitoring system; develop quality controls and service improvements; support annual enrollment activities, communications, technology and system initiatives. • Manage the timely and accurate completion of all stages of the retirement process. Quality assurance lead on complex calculations such as, QDRO, non-qualified benefits and multiple plan benefits, including frozen plans.• Manage operational audits of benefit services to assure service level agreements are met and identify areas for operational enhancement; document and maintain business requirements; create project scope documents and manage scope changes; serve as contact for clients, third parties and offshore team members.• Implement remediation plans for service areas not in compliance with company best practices, industry standards or contractual obligations; supply action plans for areas of improvement and required controls; manage the success of projects and communicate status to senior management; create and review checklists, procedures and plan documentation.• Coordinate with internal onshore and offshore teams and clients to improve overall service execution and communication; participate as technical expert on team responsible for improving quality, reducing costs, and creating scalable solutions in order to deliver consistent high quality service.• Serve as technical expert for team; write, execute and maintain SQL queries; design and maintain access databases; utilize deep knowledge of excel to analyze data and provide internal and client reporting; develop and implement test plans; lead user acceptance testing to ensure quality and accuracy; monitor daily service level requests for team and timeliness of responses.



ACS, a Xerox Company

• Senior Benefits Specialist

  • Feb 2010 - Dec 2014

  Worked for HP through ACS merger. Continued employment with ACS, a Xerox Company.• Manage the timely and accurate completion of all stages of the retirement process. Quality assurance lead on complex calculations such as, QDRO, non-qualified benefits and multiple plan benefits, including frozen plans.• Manage operational audits of benefit services to assure service level agreements are met and identify areas for operational enhancement; document and maintain business requirements; create project scope documents and manage scope changes; serve as contact for clients, third parties and offshore team members.• Implement remediation plans for service areas not in compliance with company best practices, industry standards or contractual obligations; supply action plans for areas of improvement and required controls; manage the success of projects and communicate status to senior management; create and review checklists, procedures and plan documentation.• Coordinate with internal onshore and offshore teams and clients to improve overall service execution and communication; participate as technical expert on team responsible for improving quality, reducing costs, and creating scalable solutions in order to deliver consistent high quality service.• Serve as technical expert for team; write, execute and maintain SQL queries; design and maintain access databases; utilize deep knowledge of excel to analyze data and provide internal and client reporting; develop and implement test plans; lead user acceptance testing to ensure quality and accuracy; monitor daily service level requests for team and timeliness of responses.



Hewlett Packard Enterprise

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Senior Benefits Specialist

  • Jul 2008 - Jan 2010

  Worked for EDS through HP merger. Continued employment with HP.• Administered retirement and health & welfare benefits for several Fortune 500 clients, including daily operations, project management, performance metrics, data analytics, customer satisfaction, and maintenance of supporting systems; managed timely and accurate completion of all stages of retirement processes for outsourced client employees. • Maintained data integrity through careful review of payroll and demographic files; assisted in the conversion of several traditional defined benefit plans to cash balance; trained new and current team members on benefit, legislation and system changes; worked closely with plan actuaries on year-end valuations and government reporting. • Processed complex benefit calculations, including QDRO, change in control, disability, workers compensation and non-qualified pensions; maintained benefit records and analyzed benefit trends; processed monthly retiree payroll interfaces and performed financial reconciliations.• Defined business requirements and maintained updates based on changes to client benefit plans; performed user acceptance and end-user testing; designed and ran queries and reports using SQL and other proprietary system tools; collect data for fee quotes and project planning.



Electronic Data Systems

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Senior Benefits Specialist

  • Apr 2005 - Jun 2008

  Worked for Towers Perrin through the EDS Merger. Continued employment with EDS aka ExcellerateHRO.• Administered retirement and health & welfare benefits for several Fortune 500 clients, including daily operations, project management, performance metrics, data analytics, customer satisfaction, and maintenance of supporting systems; managed timely and accurate completion of all stages of retirement processes for outsourced client employees. • Maintained data integrity through careful review of payroll and demographic files; assisted in the conversion of several traditional defined benefit plans to cash balance; trained new and current team members on benefit, legislation and system changes; worked closely with plan actuaries on year-end valuations and government reporting. • Processed complex benefit calculations, including QDRO, change in control, disability, workers compensation and non-qualified pensions; maintained benefit records and analyzed benefit trends; processed monthly retiree payroll interfaces and performed financial reconciliations.• Defined business requirements and maintained updates based on changes to client benefit plans; performed user acceptance and end-user testing; designed and ran queries and reports using SQL and other proprietary system tools; collect data for fee quotes and project planning.



WTW

• United Kingdom
• Financial Services
• 700 & Above Employee

• Benefits Specialist (Towers Perrin)

  • Feb 1998 - Mar 2005

  Worked for Towers Perrin through the EDS merger.• Processed active, inactive, and retiree benefit transactions for participants for health, insurance, defined benefit and human resource services to key, high-priority clients. • Served as front-line benefit representative and counseled employees on benefits and retirement processes. • Assisted with several voice response (VRU) and online annual enrollment and correction periods. Worked for Towers Perrin through the EDS merger.• Processed active, inactive, and retiree benefit transactions for participants for health, insurance, defined benefit and human resource services to key, high-priority clients. • Served as front-line benefit representative and counseled employees on benefits and retirement processes. • Assisted with several voice response (VRU) and online annual enrollment and correction periods.