Accurately input of data into respective tools:o Input/update client data into BenefitPointo Organize and review client data and input into survey portalo Input data from underwriting models into recast reporto Input data to generate COBRA reporto Input data into C&E templates for OE for benefit guides• Create, compare, update and review Health & Welfare reports, documents & notices:o Create vendor letter of understanding (LOU) and vendor termination letterso Create PCORI calculations and reporto Create renewal report to include plan design & rate analysis, contribution modeling & H&W budgeto Create annual notice packet with NOCCo Cost summary data input/report creationo Review and compare plan disclosure documents• Complete 5500 filing, Summary Annual Report & cover letter• Create and analyze request for proposals• Conduct baseline assessment for prospects, M&A's and clients to include demographic analysis, benchmarking of current plans, design tables, review of SPD's and compiling data for budget• Review and analyze historical open enrollment results & claims data for client• Submit BOR’s to carriersProvide benefits administration and auditing support to middle market clients, as needed•Attend client meetings & events as needed to include OE, wellness, etc.•Assist with creation of client communication materials such as benefit guides, postcards, flyers,PowerPoints, posters, etc.

Responsible for partnering with the client, ongoing delivery leaders, and implementation project managers to ensure that client and Alight priorities are being communicated across stakeholders to avoid adverse impact and maximize opportunities in the spending account department

Responsible for project planning, scheduling and managing, capacity and utilization management, delegating work to meet deliverables, and tracking the status of outstanding work, using either onshore or offshore resources. Manages operational performance for assigned client(s). This includes meeting and exceeding contractual performance standards and defined operational measures Accountable for identifying process improvements that will lead to year-over-year efficiencies  Tracks and improves capacity and utilization of resources Reviews and signs off on escalated Benefits Analysts (BA) deliverables (e.g., data quality checks, client responses) to ensure ongoing adherence to standard operating procedures that ensures high quality and provides coaching and development of BAs to create a culture of continuous improvement  Monitors client operations dashboard measures to proactively identify impacts; identifies, plans, and manages process improvement projects to create year-over-year efficiencies in operations Provides client and third party administrator contact support for participant and/or processing-related issues Provides subject matter expertise to client, client team, shared services, and supporting services on plan provisions and ongoing processing concepts for clients in ongoing delivery Integrate operations resources with Customer Service resources to provide seamless participant resolution support with focus on participant experience Currently responsible for managing colleagues in New Jersey, Illinois and India Leads and facilitates updates for all applicable requirements documents for plan provisions, administrative events, interface documentation, and delivery channel documentation for clients in ongoing delivery

Contributes to the delivery of requested service levels and key performance indicators in Health and Welfare Domain.  Completes peer review audits of manual work Monitors and assists in delegating workload to ensure contractual measures are meeting or exceeding expectations Provides coaching and development to create a culture of continuous improvement Performs acceptance testing of ongoing processes as required  Reports system defects to programming resources via defect submission process and collaborates to mitigate participant impact/risk Solely responsible for researching all appeals (approx.. 100/month) and reporting findings to the client and their legal department to approve/deny ppt’s request Conducts system edit clean up including researching and determining reasons for errors and resolving errors which may include working directly with client or third party vendor to obtain correct data/information Maintains daily contact with the client via telephone and email Ensures each task contains proper documentation to ensure accuracy when performing daily tasks

Responsible for resolving complex participant issues, including conducting research, analyzing plan provisions and translating provisions to the ongoing processing environment.  Researches multiple participant benefit issues and formulates resolutions by applying plan provisions and best practices. Monitors daily reports to minimize inaccuracies in accounts in an effort to decrease call volume in the Benefits Center Works closely with CSAs and CS Managers to update tools, facilitate training, and provide feedback in an effort to decrease the number of workflows and client escalations, and ensure first call resolution  Provided over 6 months of cross-cultural training to BOAs and IOMs in Noida and Chennai to ensure a seamless transition and help promote “one-shore” growth and development Develops and documents benefit related processes and guidelines for CDG and Benefits Center Works closely with the client on issue resolution which includes providing participant call recordings, documenting account activity and history, developing and implementing an action plan to prevent reoccurring issues, wording customization, and TBA process improvements Monitors and delegates workload to ensure contractual measures are meeting or exceeding expectations Served as the key contact for the Benefits Center during Annual Enrollment Attends Bi-Weekly AE meetings with the Benefits Service Manager and the client to review and implement changes for upcoming AE

Provide quality customer service by helping client candidates, employees, retirees, and others understand, work with, and use their HR plan(s) accurately and effectively Identified trends on customer’s accounts as well as discrepancies in tools and provides a resolution. Implements SOPs according to best practices to correct errors, update information in tools using Maestro and/or TBA and trains the team with new information to improve processes and ensure a timely resolution for the customer  Worked closely with Client Service Domain Manager, CM and TM to ensure the successful implementation of two client teams. Implemented a vast wealth of knowledge to train team members and support personnel in honing their skills such as facilitating training of new associates, AE Business Instructor, and mentoring new employees Worked on various projects for my current client including Imaging, Customer Messaging, On Floor Supervisor, Life Benefits Specialist, Content Management, Client Escalations, Carrier Updates, CARS and POAs Subject Matter Expert for my client team as well as the SME for various projects