Michael R. Gillespie Email and Phone Number

Providing Health Ace Service to both active and retired member of Pepsico – including Pepsi, Frito Lay, Tropicana and Quaker Oats. Research and rectify issues related to claims processing, benefits coverage. Able to identify how claims were adjudicated, and explain the process to members in a manner with which they understand.• Responsible for assisting national marquee client(s) with the Anthem at Your Service Model.• Understands and communicates the benefit design packages to members as defined by employer.• Interacts with members verbally and in written form to ensure appropriate engagement is achieved.• Interprets plan benefit design, resolves claim, benefit, and enrollment issues while making a connection during the contact.• Assist in increasing member's engagement into appropriate programs and offerings.• Anthem Health Guide (AHG) – Proficient in the use of Customer Service System (CSS), Guided User Interface (GUI), Multi-Channel Communications (MCC) Companion, Workspace Desktop Edition (WDE), and Work Force Management (WFM) systems, in addition to NASCO Mainframe.

Promoted to oversee the benefits and payroll information of employees and dependents on expatriate assignment, domestically and internationally. Supervised all benefits enrollments including: Medical, Dental, Vision, Flexible Spending, Health Care Spending, Health Savings Accounts, Life, and Disability. Administered COBRA and FMLA. Trained staff on systems. Conducted employee benefits orientations. Point-person for employee inquiries and requests for assistance related to benefits, payroll, retirement and savings. I enjoyed working on numerous employee events including 7 years on the team that organized the Annual Take Our Daughters and Sons To Work Day. Partnering with city workers and our team to coordinate the Wall Street Run from 1999—2006 was very rewarding.It was particularly satisfying to work with the Win Smith Foundation, reviewing grant applications and scholarships to those facing financial hardships. Key Contributions:▶ Realized $6K+/- each month and cut end-of-year reconciliation by implementing weekly reviews of enrolments, active plans, and cancelled plans. Documented adjustments and corrections to carriers. ▶ Increased annual enrollment 75% and decreased critical enrollment errors by utilizing HRIS software. Worked with HRIS team, testing process for accuracy, and correcting issues during evaluation process. ▶ Saved $3K+/- per employee annually and provided more affordable supplemental premiums by securing risk benefits under a pooling agreement. Employees paid $800+/- a year less on coverage. ▶ Cut duplicate customer service inquiries 85% and increased 1st contact resolution 30%. Led the electronic registration and tracking of employee inquiries, providing department access to information. ▶ Spearheaded development of expat Guide for applying benefits saving $360K in 1st year by virtually eliminating employee exceptions. The Merrill Lynch Expatriate Global Transfer Guide continues to reduce spending by firm and employees.

Promoted to supervise the benefits and payroll information of employees and dependents on expatriate assignment. Supervised all benefits enrolments including: Medical, Dental, Vision, Flexible Spending, Health Care Spending, Health Savings Accounts, Life, and Disability. Administered COBRA and FMLA. Responded to employee inquiries and requests for assistance related to benefits, payroll, retirement and savings. Trained and mentored staff. One of the things I loved was being part of an organization that gives back to the community. Working on the Annual Holiday Drive for our Military and their families, creating gift baskets for New York City residents, was very fulfilling. I’ll always appreciate being given the opportunity to learn and apply new technologies to customers and colleagues. Being able to deliver training and education through several types of media was a bonus. Key Contributions:+:+:+:+:+:+:+:+:+:+▶ Improved the customer experience 100% by empowering each person on the team to handle all types of benefit claims. This enabled employees to work with 1 contact. ▶ Provided locally timed enrollment presentations via WebEx to educate employees internationally. Scheduled according to local time zones to allow Q&A. ▶ Instituted a “concierge” service, personally acting as the liaison between providers and employees. As a result, cases were resolved much faster. ▶ Removed 100% of duplicate dependents by implementing PeopleSoft as new HRIS platform. Led Task Force to identify the correct system. ▶ Increased timely life event adjustments in the system 87% by devising an employee data input process.

Recruited as a senior member of the International Benefits team. Gained the team’s respect by demonstrating deep knowledge of benefits and endeavoring to meet the team’s goals. Partnered with the Director to create a dedicated call center and mailbox for the team. Boosted morale and the environment by providing easy access to the team for expatriates.It was gratifying to be recruited into the company based on my prior work, experience, and ethics. Feeling that my opinions mattered and I was respected in the workplace was a proud moment. Learning International Benefits, combining that knowledge with domestic benefits and the ability to share data across all business lines proved valuable in my career.