- Managed inbound call center team of approximately 100 representatives, achieving a SLA of 90% of calls in 30 seconds or less for three consecutive years, a distinction from all other teams.- Conducted training for new hires to learn the nuances of client’s benefit plans. Responsible for creating the training material and conducting class working with the L&D department. - Facilitated call simulations for new hires, ensuring that their call techniques met the quality that our business and clients expect and that their knowledge of the client’s benefit plans was accurate.- Created SMART goals with employees and met quarterly to discuss progress on meeting goals and any adjustments or assistance they may need in order to be successful.- Responsible for managing the knowledge ware used by representatives, ensuring information was current and archiving old benefit plan rules and information for historical plan documentation. - Member of Operational Excellence Team which reviewed organization’s administrative procedures and made recommendations to senior management for process and system improvement opportunities.- Designed a new product offering for the company by facilitating the development of a call routing process that automated the identification of VIP callers.- Facilitated the development of an internal database that enabled senior administrators to enter performance scores for pension calculations, enabling the generation of reports that provided data on an individual’s performance of pension calculations to allow better resource management in the assignment of more challenging calculations and identifying where additional training was needed.- Wrote business requirements for PIN creation and authentication for client’s benefit sites. Included the need to generate an email to customers for any changes being made to ensure security, and the creation of personal challenge questions for customers to choose to make PIN reset easy and secure. - Created and maintained business/functional requirements that captured the needs of the pension system users with recommendations of possible solutions that could be considered for implementation. Ensured revision history is captured as requirements changed due to system limitations and/or refinement of needs. - Designed user acceptance test plans that included scenarios that verified that the code being moved into the production environment met the business requirements. Also developed and managed regression test scenarios to verify that existing code was not negatively impacted.