Alison Thompson Email and Phone Number

Serving as the primary contact for 14 small to mid-size national accounts. Delivering value-added consulting services. Increasing employee participation for assigned clients. Relationship building to maintain large national partnership accounts.Analyzing client-specific utilization, trends and service level metrics, delivering follow-up training and education, providing periodic service reviews and communicates new product and feature releases and discusses service and participation opportunities to drive client loyalty, and increase employee participation. Leading Annual Enrollment and managing plan year processes and outcomes of client issues and in collaboration with internal business partners providing accountable root cause analysis of issues and to proactively communicating feedback.Working cooperatively with internal departments, Customer Service, Operations, IT, Card Operations, and Transit teams, to resolve issues and improve internal processes that affect customer satisfaction. Understanding client’s benefits strategy and presenting clients with unsolicited value-added ideas and solutions. Identifying key opportunities for increasing participation targetsProviding insight on client benefit practices and needs to product management and development functions. Leading cross functional internal teams to implement client and participant experience improvement requests

Build brand awareness in gift card industry with 2 emerging global clients. Conduct account planning and research to provide senior leadership team with critical information to develop plan including product testing, six month pilot and subsequent product launch to 31 markets in the Caribbean, South America and Asia Pacific and Canada.• Worked closely with clients through user acceptance testing, confirming needs were met.• Identified client recommendations and implement solutions, improving product features.• Briefed product development team on essential features, increasing product knowledge.• Built relationships with senior executives, technical managers, finance directors, and other members of client team, assisting in developing strategic goals and driving success. • Identified client recommendations and implement solutions, improving product features.• Briefed product development team on essential features, increasing product knowledge.• Built relationships with senior executives, technical managers, finance directors, and other members of client team, assisting in developing strategic goals and driving success.

Provided support to 160+ national clients serviced within National Accounts. Researched and solved complex issues related to COBRA, Direct Bill, FSA, Commuter Benefits, Health and Welfare services, and other product offerings in support of One Stop Shop value proposition to solidify position as world class human capital management company.• Served as account management, proactively managing relationships with client contacts.Worked directly with HR decision makers and internal partners to resolve 300 client cases per month.Assist with weekly client conference calls, resolving participant issues, and reporting around Annual Open Enrollment events and ongoing service issues.Attended and represented company’s products at National Client FSA Benefit Fairs, increasing awareness and driving client employee participation.Served as corporate event planning coordinator for Spring and Fall year-end events for benefit services group from 2010 – 2013, rewarding employees, building morale, and promoting fellowship.

Managed team of 14 claims adjudicators in benefits department. Supervised review of eligible and ineligible claims per FSA and IRS guidelines. Updated team on changes to FSA and IRS guidelines to ensure compliance. Monitored attendance and approved employee time sheets.• Enhanced skills, created best practice measures, and provided positive feedback, motivating team and improving claims adjudication quantity and quality.• Improved quality control for claims entry and substantiation of document scanning processes by creating check and balance tag team review process.• Reduced department’s backlog from 12+ months to 1 week in 11-month timeframe by setting weekly targets and rewarding employees for meeting and exceeding goals without compromising quality.

Worked closely with sales to create marketing plans, programs, and return on investment (ROI) reports. Created marketing plans to create letters, emails, and printed communications for national clients including Boeing, Microsoft, Pzifer, and Deloitte and Touche. Partnered with Carlson Marketing Group to communicate with clients via email marketing programs. Monitored First Class, Business Class, and airport lounge communications and reported intranet and extranet activity and usage for company’s top 14 clients.• Participated in launch of pilot product, brining internet access to First and Business Class international flights between London and US.• Organized and coordinated events, commemorating retirement and final flights of Concorde from NY and JFK to London, Heathrow.

Managed national clients headquartered in NY and NJ area including: Pzifer, Merck, Liberty Travel, Altour, and American Express. Presented new products and services to human resources, department heads, and key decision makers to expand existing business and generate new business.• Reviewed sales team’s reports and projections, identifying targets and improving sales.• Created and coordinated First Class familiarization trips for preferred vendors to London, showcasing airline’s benefits and features.