Melissa Deel Email & Phone Number

Houston, Tx, Us

Houston, Tx, Us

Houston, Texas, Us

Accountable for the client satisfaction, relationship, and resources for aligned clients. Responsible for all aspects of benefits administration delivery internally and externally. Focused on the financial success of aligned clients.Responsibilities:• Builds and manages trusted client partnership; manages client satisfaction. • Creates and manages client Open Items List, Project Plan, Open Enrollment, acquisitions, implementations and all other one-time projects.• Ensures the appropriate integration between the administrative and Shared Services teams (COBRA, FSA, Service Center).• Owner of ongoing Service Delivery, providing oversight of all aspects of SLA’s and established timelines. • Ensures the quality delivery of all services as per the client’s Statement of Work.• Oversees and is accountable for client profit and loss results.• Manages client resource needs.• Directly manages aligned business analysts and is accountable for performance growth and engagement of aligned resources.• Leads the requirements definition process, coordinates the implementation efforts and the transition of new features to production, ensuring that all members of the team are aware of the changes.• Manage AE scope of requirements and testing activities. Setup the project management for the AE Project and allocate resources and define timelines.• Financial Management, build out and bill for out-of-scope work and complete monthly premium reporting.• Advanced knowledge of benefits administration, including products and services, operations, and delivery.• Regulatory and legislative knowledge in Health & Welfare.• Proven ability to establish the critical path in the most complex client situations. • Able to influence others, individually and in group settings, to obtain client commitment and grow business opportunities.

Accountable for managing client accounts, employee engagement, assisting in growth and development of staff as well as the overall firm. This involved expanding and improving benefits and participating in the internal management of the company. Guiding staff development through identifying skills needs, delegating tasks appropriately and motivating project staff to provide outstanding client service.Responsibilities:• Responsible for managing projects with complicated structure requirements.• Coordinated design of requirement documentation, legal risk planning and operational procedures.• Implemented metric data solutions to collaborative team building.• Developed strategic planning and business development action plan.• Successfully constructed client presentations, initiated deliverables, and promoted future scope and development of long-term corporate strategy.• Sourced and interviewed consultants and completed onboarding activities.• Worked with technical resources on system defects via defect submission process and collaborated to mitigate participant damage/risk.• Ensured processing documentation was accurate and complete; received/verified updates resulting from change orders.• Provided employee support and guidance on resolving complex human resource issues and investigations. • Proactive in working and resolving conflicts among team members.• Proven leader in process improvements.

Toronto, Ontario, Ca

Accountable for client(s) operational performance, including meeting and exceeding contractual performance standards and CSG Scorecard operations measures. Constantly improve overall quality of service delivery of an ongoing plan for clients. Focus primarily on maintaining the ongoing delivery of service through day-to-day relationships with the client and internal partners.Responsibilities:• Lead Implementations, requirement gathering and scope/build out.• Ongoing plan management and administration, responsible for building effective and efficient liaisons between all portions of the team, such as the Client, Operations, Service Center, Data Management, Production Support and Technology.• Ongoing Service Delivery, providing oversight of all aspects of SLA’s and established timelines.• Project Management: Developed project schedules, process flows and timelines, coordinated task to meet deliverables, monitored and provided updates on the status of outstanding issues, process improvements and financials. • Managed AE scope of requirements and testing activities and allocate resources and define timelines.• Team Management and Development: Built a cohesive, client-focused team within client services and across operations.• Subject matter expert (knowledge resource) for the team on such topics as plan provisions, processing procedures, client-specific topics, and alternatives for service delivery. • Financial Management, maintain ongoing fee structure for clients and drafted change orders for ongoing fee/cost analysis.• Ensured that ongoing service delivery was compliant with legislative changes as they pertain to the client’s populations.

London, Gb

In my role, I managed our escalation process including Errors and Omissions, case management, client eligibility and outbound communications. I also managed a large volume of clients including one of the largest clients on the open market within the client eligibility space during the client implementations and ongoing. I created and maintained an engaged team that provided the clients with an exceptional client experience and accomplished bringing our escalations and case volume down to an all-time low. Responsibilities:• Managed a successful onsite and remote team that focused on resolving client escalations in a timely manner.• Designed the escalation process and successfully built out an ongoing team. • Monitored staff and team performance and ensured all SLAs were met.• Created advance find/queries and reporting to help streamline processes.• Developed and conducted training with onshore and offshore associates. • Managed entire staff within Workday.• Engaged colleagues to deliver high quality service by mentoring and leading by example.• Tracked and reported open/closed issues and led the team in a direction to look past the surface of an issue to analyze and resolve deeper complex underlying issues.• Ensured stakeholders were informed of the status of inquiries, escalations and general cases through regular updates, scorecards, and meetings.• Managed the outbound communication process from implementation, go live and ongoing while delivery exceptional quality assurance for all annual and ongoing mailings.• Led and coordinated process improvements and change management for over 60 clients.• Coordinated with teams across Aon to ensure we provided holistic solutions to clients.

Project Management

Real Estate License, Real Estate

Business Management