Nancy Arent Email & Phone Number

Cleveland, Oh, Us

Florham Park, New Jersey, Us

• Coordinate with Service Center leadership on Client inquiries • Host weekly internal meetings with each discipline team • Host meetings with Client contacts from all disciplines for their needs and resolve participant issues• Coordinate with Knowledge Management team and all disciplines on updates • Collaborate with WFM (Workforce Mgmt) on Client closings• Collaborate with Sales and Product teams on rollouts and testing/review of products• Provide assistance on demonstrating system enhancements and upgrades• Provide support on Client communications related activities (review/creation of communications)• Partner with Service Center leadership on escalations Interact with 3rd Party Vendors on claims related matters (HW (Health & Welfare)) Create QBR items related to Service Center and case management• Attend QBR meetings with client and capture action items • Create client presentation for annual performance meetings• Host Client Calibration sessions

Florham Park, New Jersey, Us

Traveled to Jamaica to support HRS 2019 Accushoring project. Serviced as mentor to L&D trainers in Jamaica to ensure success for AE/OE. Deliver core & client specific training, BAU, Life events, Cobra/FSA, H&W, DC and DB training to multiple clients in large call center. Develop and implement proficiency assessments to monitor effectiveness of training. Create and revise training materials based on evaluations and other indicators. Conduct individualized coaching to address key performance areas. Conduct status meetings with the client (both internal and external) to assure expectations are communicated and met. Monitor and stay current with system changes to ensure accuracy of training. Monitor and stay current with changes to laws affecting all core curriculum areas. Development of project plans for all training development and facilitation, including the allocation of resources among the L&D Team, Client team, and Operations team. Provide team building and motivate staff in order to meet Service Level Agreements.

Cherry Hill, Nj, Us

Consulting assignment at HP Enterprise Services. Clients include:Northrop Grumman, Boeing, EDS, Aramark.Responsible for managing the process of estimate and actual retirement packages. Consistently exceeding client Service Level Agreements.Verified Cash Balance Statements to ensure accuracy of information.Prepared Health and Welfare retirement kits and Medicare Stipends for eligible retirees.Assisted participants with benefit payment and election forms and web responses thru Total Access/Pension plans Online.Coordinated Aramark Open Enrollment for active participants in Health and Welfare. Utilized Bilingual skills.Received employee recognition awards for outstanding customer service.

Paris, Fr

Consulting assignment thru The Rosen Group. Acted as interim HR Manager while HR manager took maternity leave. Primary point of contact for escalated H&W issues from active participants as well as retirees.Processed term vested packages, estimates and actual retirement pkgs (DB plans). Assisted with the retirement process.Funded requests for AON Consulting (H&W vendors union plans, as well as FSA's)Payment reconciliation for outside vendors and consultants.Carson 401(K) Plan administration duties(total distribution, hardship withdrawals, loan processing).

New York, Ny, Us

Answered queries and handle problem resolution on pension and health & welfare issues from participants and survivors. Promptly responded to customer needs and concerns as well as provided prompt follow up calls.Provided information on estimate and actual calculations in the retirement process.Assisted Spanish-speaking participants utilizing bilingual skills.Continually surpassing contractual agreements and service levels.

Gb

Position(s): Benefits Specialist/Open Enrollment Coordinator/Technical Analyst Large Call Center Operation. Clients: Verizon, PWC, DuPontSuccessfully coordinated Open Enrollment for the PWC account meeting service level agreements at 90/10 that is to say, 90% of calls within the first 10 seconds.Provided technical assistance to case specialists leading to fast and accurate resolution.Served as the primary point of contact for all service calls requiring escalation. Enabled front-line specialists to resolve participant issues.Assisted the team manager with daily resource planning and implementation to maximize service level objectives.Provided information and process transactions pertaining to H&W, 401(k) Savings Plan, RBAP, as well as Keogh Accounts i.e. 401k loans, withdrawals, and rollovers. Researched pending issues and initiated out-bound calls to provide case resolution.Designated to Partner split on customer interaction calls due to level of professionalism.Certificate of completion from PWC Center for Professional and Technical Education: Strategic Interaction Skills, H&W Core Competency.