TELUS Health acquired LifeWorks: September 2022LifeWorks acquired Mercer Large Market Outsourcing: September 2019• Lead and manage day to day operations to ensure quality pension benefits outsourcing administration and data recordkeeping to large market clients• Monitor client teams’ processing for deadline adherence and quality assurance to meet all service level agreements• Oversee client project work, includes detailed peer reviews, data analysis, system testing and updates, producing plan valuation and Schedule SSA data files for plan actuaries, annual funding notices, annual cash balance plan updates, and year end processing• Lead and contribute to special projects, includes plan asset split, plan termination, annuity purchase project, terminated vested cashouts, and benefit statements• Manage group of analysts as direct reports, includes time and priority management, performance reviews, career development, company engagement, interviewing, and onboarding• Facilitate periodic client meetings for review of project work, quarterly performance reviews, and advising client contacts on pension administration topics, includes compliance and regulatory updates• Conduct training for analysts, call center representatives, and client contacts• Review complex manual pension calculations, retirement packages, and written correspondence• Provide white glove service to clients’ executive population, includes addressing detailed calculation and administrative questions and escalation management• Act as internal audit liaison for administration of compliance project work specific to SSAE16 (SOC1)

• Led all functions of Administration Practice ensuring quality benefits outsourcing administration and data recordkeeping to all clients• Generated and reviewed manual pension calculations, retirement packages, and written correspondence, included adhering to all quality standards and service level agreements• Oversaw benefit payments for clients’ monthly pension payroll processing• Analyzed and adhered to clients’ plan documents and administrative guidelines, included regulatory/legislative knowledge and best practices for defined benefit administration• Led and supported clients’ special projects, audit requests, and compliance reviews • Provided quality customer service to clients’ plan participants, included taking incoming calls, accurately answering questions on benefit administration, and resolving issues

• Ensured all benefit plans and programs complied with IRS regulations, plan provisions, internal rules and policies, and the rules of The United Methodist Church• Reviewed and updated internal policy manuals to reflect plan document, regulatory, and administrative changes • Assisted in claims/appeals processing • Supported execution of audits/assessments on internal departments and procedures• Reviewed and approved power of attorney, guardianship, executorship, conservatorship, court order, small estate, and hardship withdrawal requests• Reviewed monthly report to ensure employees and church organizations do not appear on Specially Designated Nationals listing• Assisted call center with escalated and/complex participant phone calls• Conducted annual Actual Contribution Percentage (ACP) testing for 403(b) retirement plan

• Provided quality benefits administration to internal company employees, included retirement and health and welfare benefits• Audited and corrected participant benefit payment elections for company’s executive savings deferred compensation plan• Organized and scheduled benefits fairs at company locations for 2013 annual benefits enrollment

• Provided quality pension benefit outsourcing administration to large and middle market clients • Generated and reviewed manual and system calculations, retirement packages, and written correspondence, included adhering to all monthly metrics, quality standards, and service level agreements• Delivered and upheld quality of fully-functional, customized information/recordkeeping system for pension benefit administration• Analyzed and adhered to clients’ plan documents and administrative guidelines, included regulatory/legislative knowledge and best practices for defined benefit administration• Interacted with team members, actuaries, client contacts, and external contacts for all project work• Led and supported the administration of compliance projects specific to SSAE16 (SOC1), included management, data analysis, project execution, documentation, and training• Led formal training sessions for onshore and offshore employees • Utilized Microsoft Office, Microsoft Access, and multiple propriety software applications

• Provided quality pension benefit outsourcing administration to several clients• Generated and reviewed pension calculations, retirement forms, and written correspondence adhering to quality standards and deadlines • Analyzed and adhered to clients’ plan documents and administrative guidelines, included regulatory/legislative knowledge and best practices for defined benefits administration• Led annual FICA taxation project, included managing/delivering project, gathering/documenting requirements, and coding/testing internal actuarial system • Prepared, manipulated, and analyzed data for special projects, included pension trust reconciliation/asset split • Facilitated team training for non-qualified deferred compensation and FICA taxation, included reviewing current regulations, referencing company best practices, and creating training materials• Intern manager for 2007 summer internship program and coach to new employees

• Provided quality pension benefit outsourcing administration to client• Generated manual and system calculations, retirement packages, and written correspondence, included adhering to monthly metrics, quality standards, and service level agreements• Analyzed and adhered to client’s plan documents and administrative guidelines, included regulatory/legislative knowledge and best practices for defined benefits administration• Led and supported the administration of compliance project, included management, data analysis, project execution, documentation, and training• Managed and participated in projects for business process improvements, cost savings, and revenue generation as Lean Six Sigma Green Belt candidate

• Delivered and upheld quality of information/recordkeeping system for pension benefits administration to clients• Ongoing maintenance and enhancements through system testing, included events, calculations, benefit payments, communication statements, and internet• Analyzed and adhered to clients' plan documents and administrative guidelines, included regulatory/legislative knowledge and best practices for defined benefits administration• Worked on several implementation projects, included system and data conversions• Corrected death pension processing, included accurate interpretation of requirements/administration translating into automated system delivery• Led successful system automation projects for new pension plans, regulatory/legislative changes, and pension check processing • Contributed to successful system automation of FICA liability calculations • Coached associates • Created procedural documentation and administered training for offshore associates

• Provided quality pension benefit outsourcing administration to client• Developed full understanding of client’s pension benefit calculations and provisions to perform complex manual calculations, included quality checking of others’ work • Interpreted, created, and documented ongoing and new requirements for client specific pension plan provisions, manual calculations, and administrative procedures• Prepared retirement packages, processed benefit payments, and resolved data issues• Led and supported the administration of several special client projects, included management, training, and support of temporary staff of associates from other Hewitt practices• Upheld quality customer service for plan participants, included taking incoming calls, accurately answering questions on benefits administration, resolving issues, and silent monitoring teammates’ calls • Provided client team specific training and coaching/mentoring to new and current associates