Patrick Toto Email & Phone Number

Broomfield, CO, US

Denver, Colorado, United States

• This position is responsible for the management of a team within the Benefits Administration Division. This manager oversees the Data Research Team with emphasis in the areas of reported salaries, required.
• Supervises the daily work assignments of the Data Research team
• Sets and communicates standards and expectations that are specific and measurable for productivity goals and employee development; prepares and conducts performance reviews and corrective action when necessary
• Oversees team projects, including the management of project timelines, prioritization of tasks, and progress monitoring; meets regularly with staff to provide coaching, mentoring, and feedback
• Manages the resolution of elevated employer, retiree, and member reported inquiries or issues
• Analyzes, evaluates and develops strategies to ensure compliance with PERA rules and laws

United States

• Working remotely in Colorado, lead day-to-day operations for all aspects of member services, including plan enrollments, member communications, employer contributions, service purchase/transfer, and account closing..
• Counsel and advise members on service purchases, payment plans, and service purchase transfers.
• Manage contributions from all employers, explain contribution rates, and coordinate retroactive adjustments.
• Communicate with employers and members on refunds and processing of funds via rollover or check.
• Partner with the finance team on back-end processing for refunds and updates to contribution rates; built a compound interest calculator in Excel to track interest on unpaid invoices.
• Collaborate with IT on data cleanup and system enhancements in preparation for transition to a new cloud-based system.

Phoenix, AZ

• Oversaw statutory and legal compliance of employee pension plans from over 750 employers. Managed a team of four analysts; in 2020, took on additional responsibility for a team of three call center representatives.
• Managed employer compliance activities related to employee pensions, including appropriate contributions.
• Trained employers on regulatory compliance via in-person conferences and Google Meet online meetings. Created an employer manual with FAQs on statutes to reduce support calls.
• Partnered with the IT and analyst teams to design processes and reports to monitor employer alignment with seven different compliance factors.
• Coordinated all employee performance management, coaching, and training activities.
• Identified erroneous payments related to return-to-work and health insurance subsidies to save employers $750,000 plus.

Phoenix, AZ

• As the subject matter expert for complex benefits estimates, managed projects related to benefits estimate processing and reporting, service audits, and domestic relations orders/divorce decrees affecting benefits.
• Researched and completed over 4,000 complex benefits estimates, exceeding monthly expectations by 400%.
• Reviewed and processed over 1,000 domestic relations orders and divorce decrees for division of retirement benefits.
• Processed 600+ long-term disability service audits and 700+ service audits for new retirement applications, refund applications, domestic relations orders, and complex benefits estimates. Completed 90% of audits within.
• Certified instructor for training new benefits advisors on benefits estimates and domestic relations orders.
• Developed and implemented streamlined processes for completing complex benefits estimates, lump sum retirement estimates, domestic relations processing workflows, and long-term disability reporting.

• Provided one-on-one support to over 1,500 retirees and members annually via phone, email, web meetings, and in-person meetings. Educated individuals on monthly benefits, survivor benefits, Arizona statutes, and.
• Analyzed weekly and monthly reports for accuracy and completeness prior to submitting to executive teams.
• Streamlined customer survey processes to reduce time for processing and implementing feedback.
• Trained new staff on best practices for conducting webcast meetings using Adobe Connect.

Phoenix, AZ

• Delivered support to approximately 700 retirement system members each month, including explaining policies and procedures, advising on insurance options, and counseling on retirement plans.
• Supported other divisions with member accounts and coached staff on regulations and policies.
• Maintained a 97% quality score, regularly ranked in the top 10 in monthly/daily statistics, and consistently received positive feedback from members.

• Led and managed a team of up to 15 customer service agents, including performance management, coaching, workload delegation, scheduling, and disciplinary actions.
• Facilitated training sessions on employment law and regulations to improve employee knowledge and increase quality scores.
• Created incentive programs to improve underperforming employees’ performance.

Mba; Master’S, Business Administration

Bfa, Fine Arts

Activities and Societies: Phi Eta Sigma (National Honor Society)