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.
• 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.

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.
• 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.
• 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.
• 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.

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.
• 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.

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.
• 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