Kim Pender Email & Phone Number

Braintree, Massachusetts, United States

• Support and maintain digital participant applications. Interacting with the business to prioritize daily escalations while also ensuring stability and function amongst the applications. Project management of.
• Troubleshoot daily incidents, escalations and priorities for digital participant applications; provide technical support and resolve issues in a timely fashion; identify trend analysis for system issues to determine.
• Perform governance activities; ensuring incidents meet SLA, project estimates and projections are on target, and standard of work documents are up to date and followed
• Prioritize bug defects and enhancements for participant facing applications based on business priority, estimates and budget; ensure documentation and clearly written and the end product meets the needs of the business.
• Business and Customer Service Liaison; collaborate on projects, global updates, and kt sessions

Braintree, Massachusetts, United States

• Support team administering 401(k), ESOP, and Non-Qualified plans for a large National Account with 150,000+ participants and $35B in assets. Responsibilities include:
• Project Management for all client internal enhancements including, creating system documentation, testing, and production review
• Act as liaison with internal teams including other Operation teams, Legal services, Support Teams and Information Technology
• Automate existing manual functions and streamline processes
• Provide technical support and resolve escalated issues. Identify trend analysis for system issues to determine solutions
• Assist with daily administration duties and corporate strategic initiatives and system releases

Braintree, Massachusetts, United States

• Provide quality assurance testing associated with implementation projects for new clients and upgrades. System testing includes, the Front End, Voice Response and the Record keeping System. Responsibilities include:
• Responsible for managing/developing Quality Assurance (QA) team for implementation projects including new clients and upgrades; Develop team members, provide training, development plans and mid and annual performance.
• Provide resource planning, project debriefs and reports on budget
• Establish and maintain positive working relationships with internal business partners
• Analyze current processes including time tracking in order to develop operating efficiencies
• Coordinate New Releases for client projects and internal initiatives from a QA perspective and the impact to the standard test plans analyzed, identified, and developed business requirements and system specifications

Braintree, Massachusetts, United States

Managed Product Support staff consisting of thirteen employees. Facilitated and prioritized service requests for new and existing clients with the business. Provided technical support to both The Conversion and Plan Administration department. Participated in the design of Product development including definition, testing and production support

Braintree

Responsibilities include daily administration pursuant to government and plan regulations. Provided direction to Technical Administrators ensuring timely and accurate processing of all client related activity. Performed Compliance Testing and Reporting (i.e. Non Discrimination, Top Heavy, 415, 5500, and annual Proxy process). Prepared and reviewed.

Braintree

Responded to participant inquiries regarding mutual funds and market trends. Executed securities trades and other financial transactions. Promoted to Retirement specialist responsible for inquiries regarding Putnam’s Prototype retirement plans, IRAs, 403B, 457, Profit Sharing and Money Purchase Pension Plans. Received Series 6 and 63 licenses.