Heather Boyd Email & Phone Number

San Diego, Ca, Us

Greater San Diego Area

• Conducted weekly planning meetings with feed developers review new work and prioritize current projects• Conducted daily stand ups with feed developers to ensure projects were on track• Responsible for project management of all new feed development and requested feed modifications• Utilized JIRA, ServiceNow to prioritize feed development queue• Utilized SalesForce to manage and report feed development metrics• Coordinated efforts to implement product, process and system controls based on carrier requests• Lead project teams related to company processes/workflow and process improvement to improve productivity • Developed and implemented new processes to streamline carrier engagement and promote knowledge within the department• Initial support to 100+ carriers to identify business and technical requirements, capabilities, and limitations• Maintained the relationship between BeneTrac and all third party data trading partners • Maintained database of carrier profile information; reviewed file specifications for electronic feeds • Ensured all documents, contracts and/or legal agreements were in place between BeneTrac and our partners• Primary carrier resource for all internal BeneTrac staff • Organize and execute culture and team building activities as a Paychex culture champion

Greater San Diego Area

• Managed a team of 4 Client Support Supervisors responsible for teams of 8-10 employees• Responsible for hiring and performance evaluate to ensure all department needs were handled appropriately • Mentored and developed staff for personal and career development and advancement.• Monitored metrics detailing trends in performance and operational status to improve operational efficiency • Developed procedures for the service department to maintain all service level agreements and finacial goals • Briefed Director of Operations on service concerns, achievement of goals and revenue targets • Participated in preparation of capital and operating budgets• Analyzed interdepartmental reports including labor and administrative expense and capital spending• Resolved escalated customer service issues or complaints; recommended potential process improvements • Implemented workflow changes to create efficiencies and increased customer service and client retention

Greater San Diego Area

• Created initial design of system, configured and tested eligibility rules, rates, carriers, plans, group numbers, class breakdowns, and benefit categories• Analyzed data during conversion process ensuring system contains accurate demographic and enrollment data• Analyzed data and account structures from carriers and all 3rd party administrators/vendors to determine site setup• Reviewed BeneTrac Implementation Orders for suitability for our site (plans, eligibility rules, carrier connections)• Identified system limitations and offered alternate functionality to accommodate client’s needs• Technical expert during initial implementation calls with new clients• Provided technical assistance during the carrier connection process including researching carrier discrepancy reports, test results and plan structure• Facilitated the electronic data process to ensure electronic connections were completed on time• Site reconfigurations for insurance carrier renewals to meet client Open Enrollment deadlines• Troubleshooting all system issues and configuration of updates to ensure site integrity• Mentored over 20+ team members to ensure adequate training and support for clients