Served as the primary point of contact for all administrative service issues related to COBRA and direct billing administration.

Responsible for cultivating and maintaining excellent relationships with clients, providing expertise and consistently superior service to ensure continued satisfaction and increased business

• Served as project manager on strategic plan to integrate new corporate procedures resulting from the passage of new legislation• Served as primary liaison between Legal department and Client Services, researching and analyzing legislative and technical issues• Assisted in preparation for depositions; cross-checked depositions for inconsistencies; consulted with legal staff as to questionable deposition testimony that might be relevant • Researched and analyzed legal issues for senior legal staff• Developed project plans and assured milestones were met according to schedule

• Provided high-level leadership to staff including recruiting, employee relations, performance management/development, succession planning and training• Successfully managed the merging of two major service centers • Executed and provided oversight for strategic and tactical corporate and departmental initiatives (409A compliance, IT Support, training)• Manage profitability through efficiency improvement, quality control and service contract negotiations, resulting in a net zero operating cost• Coordinated RFP process and presented portfolio of services to prospective clients• Monitored legislative developments for issues requiring technical and/or regulatory changes to administrative systems• Leveraged inter-departmental synergies to establish and improve exchanges of information and build cross-departmental strategies to address and complete deliverables for the firm’s clients

• Directly managed support team responsible for corporate client relationships and scheduled deliverables necessary for the recordkeeping of various executive benefit plans • Conducted enrollment presentations, online account demonstrations and administration meetings• Educated clients on plan design features, financial reporting, and asset/liability management• Hired, trained, mentored, assessed performance of, and, if necessary, terminated team members • Provided audit oversight to ensure quality and client reporting obligations were upheld• Developed implementation plan and schedule, providing leadership to internal team members on projects and daily production issues