Melissa Deel Email & Phone Number

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.
• 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.

• 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.
• 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.

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.
• 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.
• 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.
• Managed AE scope of requirements and testing activities and allocate resources and define timelines.

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.
• 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.

Project Management

Real Estate License, Real Estate

Business Management