• Involved in the full life cycle implementation of multiple clients for Health and Benefits and Absence Management service offerings. Served as the client-facing subject-matter expert on Mercer capabilities and services. Conducted workshops with clients to define requirements for benefits eligibility, data imports, vendor exports, payroll extracts, life events, web, communications, call center, process flows and reporting. Identified client out-of-scope requests impacting delivery or fees. Led 9-member configuration team responsible for system customizations based on defined requirements. • Performed the role of Technology Support Manager for two of the largest outsourcing clients, administering benefits for over 200,000 employees and retirees. Managed 6-member team responsible for system changes and enhancements, issue resolution and escalations. Served as a subject-matter expert for both internal and external discussions on system capabilities. Validated that system modifications followed company coding standards. • Served as the lead and primary client contact for the day to day ongoing administration of benefits and services. Managed the team that performed processing to meet service level agreements. Identified out-of-scope changes, gathered requirements, and obtained client sign-off for ongoing system and process updates. Implemented process enhancements to add efficiency. Utilized SQL for data analysis. Validated monthly client billing. • Performed in the role of People Manager to 14 employees providing ongoing and annual performance reviews, including coaching to assist with promotions, disciplinary actions, development of new Team Leads and People Managers and the communication of merit increases.

• Performed Functional Specialist/Account Management role for an implementation of Concur XMS. Managed overall enhancements to the implementation with a 3-member development team. • Supported sales staff with the development of project proposals, assisting with responses to requests for information, gathering of company research, and assisting with inside sales.• Served as the Report Development Lead for an Evolve ServiceSphere / Delivery Manager implementation utilizing Crystal Reports. Led 3-member team in all aspects of report development including product mentoring and instruction, requirements definition, report design, creation, trouble-shooting, testing and deployment.

• Assisted with the management and delivery of a Concur XMS implementation. Installed and tested customizations while managing the project vendor relationship to resolve product issues.

• Implemented and led team members in all life-cycle phases of web-based systems utilizing Actuate Reporting and Vantive CRM software suites. Conducted demos for clients. Participated in all aspects of application testing including test script creation and system documentation. Performed employee project evaluations.