 Successfully interact with clients on plan and project requirements and collaborate with key members internally to implement those changes or updates. Manage projects such as annual enrollment and government regulations changes within or in addition to the client's provisions. Work with the technology team to ensure all changes are completed within given time frames, on budget and with quality. This includes resource management and test plan review. Partner with the operations team to ensure all processing is being completed with quality and timely. Use company and contractual SLAs to ensure we are delivering to the client's needs and measure overall team performance. Ensure customer service as all documentation and tools to assist participants. Also assist with training during annual enrollment and and other changes. Collaborate with other teams on process improvements and standardization. This helps ensure processes are done efficiently and helps with hand-offs as processors are onboarded.

 Proactively identify trends to improve team processes and successfully partner with other team managers to execute solutions that have improved customer service delivery to the clients.  Use tools like SQL and Excel for impact analysis, quality analysis and reporting. Thoroughly document and communicate processes to ensure processing standards and easier transition/back-up. Proactively analyze workload and priorities of analysts and other managers. This is done by effective use of the team’s supply and demand when assigning out tasks and due dates. Effectively develop associates within their current role and provide development opportunities for future advancement. Help identify goals and provide periodic and annual performance reviews. Create, prepare and execute test plans for all conditions based on business and system requirements including internal GUI updates, website updates and file processing. Results have led to quality system updates during production migrations.

 Handle assigned processing including participant inquiries, file processing and special projects. Ensure I met all service level agreements for which I was assigned. Assist customer service associates with participant issues they are not able to resolve on a call. The goal is to resolve these items as timely as possible to minimize participant impact. Ensure all aligned processing is fully documented. This includes the standard operating procedures as well as documenting the specific run of a process.

 Demonstrated strong leadership, sales, operational and motivational skills. Responsible for overall management of the store including expense control, conduct store audits and visual changes. Revamped and furthered all facets of people management including, but not limited to store recruiting, interviewing, hiring, assessments and discipline. Actively conducted training of my assistant managers as well as oversaw them train the sales staff, resulting in reduced employee turnover and increased customer satisfaction. Exceeded all productivity goals and was honored as Rookie Manager of the Year and highest sales gain for 2000 fiscal year. Loss prevention/shrinkage award for the 2002 fiscal year.