Diane Lessing Email & Phone Number

Houston, Texas Area

Managed operational performance for assigned book of business resulting in providing high quality personalized service and building a strong client relationshipOngoing/Existing Client Responsibilities*Provide proactive support to assigned clients by building, maintaining and managing trusted client partnership*Manage client open items list, project plan, open enrollment project and other one-time projects*Ensures the appropriate interaction between the administrative and Shared Services teams (COBRA, FSA, Service Center)*Manages and is accountable for client Profit & Loss Results*Works with Director to ensure accurate recognition and collection of Out of Scope revenue, upsell opportunities in support of meeting revenue targets*Leverages aligned resources to generate superior results*People Manager who supervised the work of assigned Benefit Analysts. Identified areas of potential growth and coaching opportunities for the team and colleague performance review*Participates in prospective employee interviews and to work closely with HR on recruiting effortsImplementation Responsibilities*Builds and manages trusted client partnership; manages clients satisfaction in conjunction with the implementation manager*Creates and maintains client Project Plans, Open Items List, Status Calls and Correspondence for each implementation*Manages and coordinates the Client Team Business Analyst resources aligned to an implementation project*Responsible for ensuring that the testing of all new functionality, including creation of test plans, test population identification and execution of test plans are completed successfully by the aligned resource team*Reviews and ensures that the client specific processing guides are available by the go live date*Coordinate’s with the finance department on all financial set up and administration for the client

Orlando, Florida

Managed operational performance for assigned client team; resulting in Benefit Operations Associates and Delivery Specialists providing high quality service and building a strong client relationship*Generated timely and quality delivery of ongoing work to plan sponsors and plan participants by project planning, managing capacity, delegating work and tracking status of outstanding items to meet deliverables. *Created and preserved an outstanding client relationship by driving results and providing consulting opportunities for identified process improvements *Mitigated risk by collaborating with our technology group by reviewing, approving, and testing system defects submitted by operations team *Managed Health & Welfare Benefits including but not limited to: medical, dental vision, life insurance, critical care, AD&D, STD/LTD, flexible spending accounts, health/dependent care reimbursement accounts, leave of absence, tobacco cessation, wellness programs, employer reporting, ACA, ADA and annual enrollment*Managed Defined Benefits including but not limited to governance compliance such as form 5500 and 8955 SSA, annual actuarial audits, ERISA compliance, Pension Payroll processing, Non-qualified plans, pension retirement, HR/Payroll transactions impacting pension.*People Manager who supervised the work of a team of up to 6 colleagues. Identified areas of potential growth and coaching opportunities for the team and colleague performance review

Orlando, Florida Area

Executed resolution of highly escalated participants; resulting in driving 95% customer satisfaction. Created and maintained training material and content tools for domain and client specific training; providing a thorough and streamlined training process*Managed 12 associates aligned to the Retirement Specialist team.*Daily quality checks to ensure accurate information was delivered to customers•Drove metrics of associates and the team in an effort to meet Client Service Level Agreements*Worked closely with the client to ensure provisional updates were incorporated into the system*Ensured AHT, quality and service levels met or exceeded - worked with associates to improve efficiencies *Assisted in the develpment of the training curriculum and taught principles of plans, tool usage and new operations to the team*Served as subject matter expert advising associates, retirement specialists, and on floor supervisors on benefit-related matters*Created and facilitated training for Customer Service, On Floor Supervisor and Retirement Specialist Team*Helped with forcasting of benefit center calls and scheduling of pension associates and retirement specialists team.

Orlando, Florida Area

Administered benefits and expertise for Health & Welfare, Defined Benefits and Defined Contribution plans. Provided “red carpet” service by serving as single point of contact for retiring employees.*Answered participant calls. *Transitioned employees with their Health & Welfare, 401K and Pension benefits from active to retired *Helped participants enroll in their benefits*Resolved participant issues *Identified and formulated process improvements based on root cause escalation analysis