Jonathan Patton Email & Phone Number

Kaysville, Ut, Us

Chicago, Il, Us

New York, Ny, Us

Managed and oversaw day-to-day a team of ~8 Client Managers and Project Managers, their books of business on the Mercer Marketplace Benefits Platform, for up to 30 clients. Ensured daily processing activities and 26-35 week Open enrollment projects were successfully completed. Monitored project timelines and coordinated resources across multiple functional areas. Aligned project activities to meet client contracts and service level agreement metric commitments and monitored operational controls. Served as a 2nd level escalation point of contact.• Optimized a process within SharePoint updating the SOP and improving the organization of requirements gathering to ensure SOC1 audit compliance throughout client delivery. Project took 2 months from start to finish.• Resolved executive-level and sensitive client escalations through root-cause analysis reporting and solutions.• Partnered with market leaders to strategically plan, implement, and execute against “Get to Green” plans.• Developed and maintained comprehensive project and remediation plan documentation.• Guided team members to higher performance through Workday evaluations, identifying coaching opportunities, improving relationships, and increasing bonuses.• Managed project deliverables through internal reporting and excel, increasing completion of weekly tasks by 80%.

New York, Ny, Us

Fostered positive client relationships while serving as a client resource and 1st-level escalation point of contact for their HCM Mercer Marketplace Benefits Platform. Conducted weekly internal and external client calls, collaborating with other functional groups to ensure understanding and success of work. Successfully completed all monthly reporting, validation, data processing, and error resolutions associated with inbound and outbound interfaces for clients.• Created and managed the Open Enrollment Project Plan (26-35 weeks) meeting Go Live dates and budgets 100% of the time.• Improved the enrollment experience for clients by identifying and resolving system benefit platform interface issues and ensuring files were accurate.• Completed daily/weekly tasks with over 98% effectiveness.• Provided key support to leadership with executive-level and sensitive client escalations, change management activities, and “Get to Green” plans.• Helped new benefit Project Managers/Client Managers transition into their roles by offering mentorship and training over Zoom.

New York, Ny, Us

Partnered with clients and teams of 8+ internal partners from different departments and areas of expertise within the Mercer Marketplace 365/365+ Benefits Platform, collaborating, communicating, and planning to achieve success as a group for our clients. Guided clients towards operational standards and compliance for their benefits offerings. Followed tight deadlines and demonstrated flexibility to achieve success.• Implemented 26–35-week projects of multiple National Accounts onto the Mercer Marketplace HCM Benefits Platforms 100% on time and without adding to their allotted Open Enrollment budget.• Implemented HRIS, Payroll and other benefits files using requirements from ADP, Ceridian, Workday, and Globalscape along with implementing carrier files in the 834 formats.• Recommended and implemented process improvements enhancing project plans, support order processing, and reporting.• Held weekly internal and client status calls, helping to complete project plan tasks/milestones, review questions and increase the overall success of Client Implementation onto Mercer Marketplace 365/365+.

Roseland, New Jersey, Us

Served as the primary escalation contact for internal and external stakeholder inquiries. Fostered strong, positive client relationships. Managed all daily ongoing operational health for my book of business including the successful execution of monthly reporting, validation, and resolution of data processing errors associated with inbound and outbound interfaces. Conducted internal and external client status calls.• Created and Managed 26-week Open Enrollment Project Plans, achieving 100% on-time success, and not adding to client budget on the Winflex Benefits Platform.• Helped internal leadership with sensitive client escalations, change management activities, and "Get to Green" plans.• Improved relationships with 3 separate clients considering ending their contracts, making them referenceable to potential clients within 5 months.• Served as a Subject Matter Expert in the Ad Hoc reporting system of Crystal Reports and provided internal and external coaching and training.• Provided exceptional solution support in reporting design as a Benefits Expert and key point of contact for clients.• Achieved daily goals by effectively managing teams of up to 5 cross-functional internal partners.

Roseland, New Jersey, Us

Partnered with Client Account Executive to support client deliverables. Created over-age dependent process and documentation. Trained clients via Microsoft LiveMeeting. Mentored and trained new peers on system tools and processes. Served as a floor resource and Subject Matter Expert for peers and members of other functional teams.• Identified trends based on inquiries from clients resulting in efficient resolution.• Resolved client-employee issues using exceptional customer service skills, resulting in the client’s request to have me as their Account Executive.• Spearheaded the translation of enrollment guide materials from English to Spanish to benefit Spanish-speaking participants.• Corrected retro pay report issues for highly visible clients after collaborating with the internal payroll group.• Partnered with the H&W committee to develop and deliver the “Understanding Operations” training program.• Continuously engaged in various projects to stabilize client issues and develop or improve processes.

Roseland, New Jersey, Us

Served as a Bi-lingual employee benefits counselor answering calls from employees regarding their health and welfare benefits through their employers. Escalated issues not resolved within first contact to the operations team or involved the client where needed. Served as a senior-level counselor, listened in on new counselor calls, reviewed escalated calls, and provided context and call information back to the client while also providing coaching to the counselor.• Resolved calls as first contact with 95% efficiency.• Kept calls below the 15-minute mark set by leadership over 90% of the time.• Kept wait times below 120 seconds with 90% efficiency

Bs, Buisness Management

Communication, General

Associates, General