Worked on assorted operations projects (systems conversion for billing, privacy initiatives, redesign of client billing statements, roll-out of web-based billing when switched from mainframe)Business analyst functionsOwned vendor relationship with Output Distribution Center

Staffed unit responsible for completion of 5500 forms for client's ERISA reportingEstablished Quality Review unit to conduct independent review of processingWrote Standard Operating Procedures for billing and service functionsParticipated in development of scorecards to share performance feedback with associates

Subject matter expert for billing and premium bookingDeveloped and delivered training course to support transition of national accounts to centralized billing functionCompiled monthly work-flow reportsCompiled information for statutory reportingAdministered the billing and reconciliation for 180 - 200 accounts

Oversaw work-flow of 4 associates as Lapse & Overdue unit expandedSupported non-payment and collections units during periods of heavy workload

Ensured timely response to accounts requesting cancellationTrained new team members on cancellation process.