Sheena Massey, Pmp Email and Phone Number

• Managed and oversaw the end to end Project/Process delivery for US Based Client Alcoa Inc.• Successfully lead the end to end HW Annual Enrollment project for 75000 participants both Active and Retirees, from requirement gathering, planning, testing and implementations to completion.• Participated in various Mergers, acquisitions, and divestitures planning for benefits for Alcoa with companies namely Firth Rixon, RTI, and Century in the year 2014-2015. • Integrated operations with CS and technology teams which resulted in better client satisfaction.• Independently handled the call flow analysis for all incoming calls for client, analyzing loopholes to reduce issues for smoother delivery, this reduced the number of incoming calls by 20%• Helped keep all Service Level Agreements’ and critical matrices above the agreed target all year which helped achieve the Enthusiastic Client certificate from Client.• Conducted stakeholder communications on deliverables, reporting, and was primary point of contact• Managed a team of 5 to 6 employees and appraised them using 360 degree appraisal system.• Facilitated training and assigned modules to teams for professional development.• Ensured proper capacity utilization and work distribution in team.• Experienced in handling people related grievances and conflicts and managing good relations.

• Monitored & Controlled client/project deliverables. • Identified risks and system defects on projects and worked with technology team for a fix which helped in better quality of client deliverables. • Ensured all documentation is updated as per client requirements for team to perform efficiently. • Ensured all trainings and transitions are done in a timely manner maintaining quality. • Took leadership on the personalized communication letter issue reduction for better client delivery.• Took leadership of Participant inquiry reduction by ensuring participants had all necessary information on their ‘Your Benefits Resource’ website which helped in higher customer satisfaction.• Transitioned all HW processes to SDT (Service delivery transmission) model for client delivery Group.• Assisted in handling the project for salaried retiree group movement to new service provider. • Managed a team of 5 to 8 employees. • Managed capacity, training and utilization of resources. • Conducted performance management/appraisal conversations with associates.

• Independently handled processes like New Hires, Dependent Coverage, COBRA, EOI, Medicare, HMO, Disability, Post-retirement benefits, SSD, Payroll, LOA, paid and unpaid leaves, Direct billing.• Researched complex participant benefit issues and formulated resolution and recommendations by fact pattern and applying Plan Provisions at best practices.• Determined reasons for errors and ensured seamless client delivery of HW benefits administration and improved processes.• Audited work of other junior members to ensure delivery with quality.

• Analyzed and resolved participant inquiries and issues related to critical activities like DBP, Payroll, QMCSO, QSC, and Death.• Worked on and streamlined new processes for cost effectiveness and quality.• Worked on finding defects that caused escalations and resolved issues.• Created SOPs per Client requirements for associates in operations and the shared services.• Proactively worked towards building strong relationship in the team by initiating open communication forum, training delivery, and co-curricular activities.

• Transitioned four new clients (The First American Co, Dr. Pepper Snapple Group, PNC Financial and ConocoPhillips) from Day One Project into Hewitt platform.• Processed Payroll, File verification, Death processing, EOI Approval and Denial, and Medicare.• Allocated tasks amongst peers in team and made sure processes are rotated evenly on a daily basis for overall growth of the team.• Handled cross team training and created process backups.• Kept track of all client related information regarding new processes that were transitioned on a regular basis.• Met all deliverables with 100% accuracy and quality.