Experience

Momentum Resource Solutions

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

• Implementation Analyst

  • May 2021 - Present



AMB Sports and Entertainment

• United States
• Spectator Sports
• 200 - 300 Employee

• Live Events Associate

  • Dec 2018 - Present



Encadria Staffing Solutions LLC

• United States
• Staffing and Recruiting
• 1 - 100 Employee

• Benefits Analyst

  • Jun 2019 - Feb 2021



Cutting Edge Elite

• United States
• Events Services
• 1 - 100 Employee

• Event Staff

  • May 2018 - Dec 2020



Lowe's Companies, Inc.

• United States
• Retail
• 700 & Above Employee

• Customer Service Associate

  • Sep 2018 - Jun 2019

  Provides front end interaction with customers, in person and on the phone, using varying degrees of social intelligence and creative problem-solving to create a seamless and positive returns and check out process. Provides front end interaction with customers, in person and on the phone, using varying degrees of social intelligence and creative problem-solving to create a seamless and positive returns and check out process.



Alight Solutions

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

• Requirements Analyst

  • Mar 2016 - Aug 2017

  Specialized in Defined Benefits (DB) Implementations Studied and analyzed legal plan documents to establish requirements for programming our core platform. Identified and acceptance tested defects by collaborating with technology team leaders to mitigate participant risks. Established all written communication (Letters, texts, emails) for participant distribution with conditional text based on plan requirements. Specialized in Defined Benefits (DB) Implementations Studied and analyzed legal plan documents to establish requirements for programming our core platform. Identified and acceptance tested defects by collaborating with technology team leaders to mitigate participant risks. Established all written communication (Letters, texts, emails) for participant distribution with conditional text based on plan requirements.



Aon

• United Kingdom
• Financial Services
• 700 & Above Employee

• Benefits Operations Manager

  • Jun 2011 - Mar 2016

  Provided daily client contact and third-party vendor management for participant and/or processing-related issues. Managed all annual, quarterly, monthly and ad-hoc projects for the entire pension team by monitoring the project end-to-end including but not limited to creating project timelines, setting milestone dates, determining resources and hours needed, conducting follow-up meeting and moving resources as needed to complete project timely. Maintained daily communication, virtually and in person with internal team, through management and training, located across the US and India to track, coordinate, and improve capacity and utilization of associate resources. Proficient in writing, executing and debugging SQL queries for identifying and pulling specific population data. Used data from call listening, Tableau and worklogs to identify inefficiencies in processes and trainings to make system changes and update call center reference materials, and execute process improvements year over year. Reviewed and reconciled all manual calculations and High-Risk Processes resulting in 100% pass rate. Established and shared best practices serving as a subject matter expert (SME) for numerous company-wide global initiatives including new hire orientation and SERP/executive processing. Processed, managed, balanced and approved multi-million-dollar monthly pension payroll and off cycle checks. Conducted annual training with customer service team both in person and virtually focusing on system updates made throughout the year and feedback from call listening and worklog creation issues. Built strong rapport with technology team becoming an expert at internal acceptance testing, system processing flows and recognizing errors, and data maintenance.

• Benefits Analyst

  • Jul 2007 - May 2011

  Participated in LEAN Kaizen exercise to improve the PCS process; lead east region training for senior managers on observations. Assisted multiple clients when understaffed by creating streamlined procedures and participant inquiry processing. Provided resource assistance for a Health and Group Benefit client’s Dependent Verification Audit creating standard operating procedure manuals that have remained in use. Developed Standard Operating Procedures (SOPs) for multiple processes including FICA and Death processing. Calculated SERP executive plan benefits and FICA taxes manually with limited oversight. Processed all Long Term Disability pension payments and reconciled weekly with disability provider. Conducted daily audits of personalized communication materials being mailed to clients.