Rania Broussard Email & Phone Number

Spring, Tx, Us

Houston, Texas, United States

Responsible for managing the implementation effort, organizing processes, and organizing resources to ensure that clients can use Insperity Workforce Acceleration (WX) product solutions efficiently and without difficulty.• Collaborate with the client during Client Intake to define critical discovery information to ensure seamless onboarding, resulting in a positive client experience.• Develop and manage detailed implementation projects to include project requirements, time lines, related success factors and effectively defined project outcomes. • Lead internal and external teams to ensure that services are delivered timely and in alignment with the project scope, achieving desired business results.• Consult with designated client contacts and key decision makers regarding their current and future product needs. Advise clients on best practices and implementation strategies.• Manage project milestones and monitor deliverables with client and professional services to ensure zero defects on the client’s implementation.• Escalate complex client issues and follow through on resolution, ensuring appropriate communication to all parties involved (including internal stakeholders).• Maintain high levels of customer service to ensure client satisfaction and retention. Work as a liaison to develop strong working relationships with client service providers.• Maintain knowledge of all software applications within Insperity to ensure proper product integration.• In charge of a cross-functional project team that includes WX implementation and client representatives.• Develop and manage an implementation strategy that leads to full product adoption and integration.

Houston, Texas, United States

Responsible for managing the implementation effort, organizing processes, and organizing resources to ensure that clients can use Insperity Workforce Acceleration (WX) product solutions efficiently and without difficulty.

The Woodlands, Texas

* Oversee development and facilitation of client service strategy plan for client base.* Align Insperity services with client needs through an understanding of business plans and small to medium size business operations from an owner's perspective.* Develops and maintains relationship with client owners, client appointed contacts or on-site supervisors.* Analyze and recommend suggestions for client concerns and develop action plans for correction.* Assists clients with obtaining and integrating service information.* Participate in prospect meetings with sales and service team members.* Coordinate service delivery for multiple locations.* Educate and encourage client usage of all technical applications.

The Woodlands, Tx

• Overall accountable for Customer Service Control Account Management. Project scope included new client implementations, new service implementations for existing clients, conversions, upgrades, re implementations, hotlines, or spin offs, as well as identified complex Change Control projects• Contributed to Benefits Customer Service Implementation initiatives and other internal CS domain initiatives as needed• Responsible for coaching new Domain Managers• Accountable for all CS Implementation work packages, which include: CS Requirements, Ongoing CS Staffing, CS Training Development, CS Provisional Content, CS Procedural Content, CS Pro, AccessDirect, CS Desktop/Telephony Setup, and CS Transition to Ongoing• Responsible for assessing / monitoring risk, performing risk management and mitigation plans for each project as needed, and escalating issues accordingly• Responsible for creating and managing to an approved budget for Customer Service within each project, including weekly and/or monthly financial variance analysis and reporting to team leadership • Responsible for leading CS Requirements meetings with clients, including consulting and managing resolution of open issues and ensuring client sign off by established deadline • Partner with external and/or internal business partners to achieve tactical milestones and implement CS infrastructure for the project• Lead cross functional CS status meetings with key internal business partners and work package owners • Facilitate Ongoing CS Staffing discussions that integrate implementation and ongoing resources to promote accurate and informed decisions for ongoing CS staffing based on overall progress during the implementation • Responsible for executing Customer Service transition plan to ensure seamless transition from Implementation to ongoing CS managers and CS leadership

Houston, Tx

• Oversee day-to-day operations and administration of benefit plans, absence management, wellness program, retirement plan and internal benefits center. • Transition outsourced third-party benefits administration to insourced benefits administration• Manage benefit providers and third party administrators• Oversee open enrollment process including project management; Coordinating roll-out and communication of new programs and updates; Conduct open enrollment meetings; Develop benefit communications, work with Workday delivery system teams for all system updates, update Summary Plan Descriptions and plan documents as needed• Project manage new initiatives and benefit programs • Perform research and analysis on benefit programs and assists in the development of recommendations for development/implementation on new programs or offerings• Knowledgeable of various laws and regulations which affect administration of the welfare benefit plans including Affordable Care Act, ERISA, ADA and Absence Management (FMLA, state sick leave plans)

•Responsible for Benefits and HR call center implementations (on-shore and off-shore)•Defined client business requirements and technical requirements for the Employee Service Center•Completed Health and Welfare, Defined Contribution and Defined Benefit knowledge base for call center representatives•Responsible for staffing call center with agents, supervisors, trainers and quality assurance specialist as part of an off-shore initiative or new client implementation•Executed client project plans and task deliverables with high levels of quality and client satisfaction•Worked closely with client representatives to identify/resolve issues from start to finish internally and with the client•Site lead for Health and Welfare Open Enrollment – opened temporary call center site for open enrollment in Austin, TX

•Responsible for creating and managing project plans and holding others accountable for project plan deadlines•Lead client meetings for Employee Date Management Requirements and participated in integrated domain client requirements•Ensure client sign-off for EDM Delivery Requirements•Managed and set strategy and timelines for all EDM aspects of client implementation and large change control projects•Responsible for transition requirements including process knowledge transfer to ongoing associates via training development, review, and delivery•Responsible for coordinating client acquisitions and divestitures•Implemented Manager Self Service (MSS)

Successfully implemented three Health and Welfare Client teams•Executed and complete client project plans and task deliverables (i.e. call center representative training knowledge base)•Support delivery of contractual and internal performance standards and supports Ongoing Delivery in client reporting•Develop and execute plans to improve customer satisfaction Implement targets and measures to improve quality, profitability and service delivery.•Main client contact for escalated issues •Served as Subject Matter Expert for Health and Welfare and Defined Contribution to the team•Identify knowledge and training gaps from feedback of client, domains, survey results and CS Client Analyst•Implemented additional HR Service Delivery

•Daily operations of the Benefits Center•Gather and analyze data from operational reports•Implement process improvements•Identify training gaps •Provide feedback to associates on daily operations, customer focus and accuracy•Identify trends, perform cost analysis and recommend solutions to the Customer Service Unit Manager •Involved in service delivery by handling and resolving issues brought to my attention•Client contact – handled client escalated issues