► WHAT I DOI manage daily operations and administration of benefit funds valued up to $9B.► HOW I DO ITI collaborate with board members, stakeholders and staff to investigate, design and improve Taft-Hartley defined-benefit funds (health and welfare, pension and vacation), staying current on related issues and ever-changing regulations. ► SELECT ACHIEVEMENTS• Improved customer service, reducing call-handling times and increasing first call resolution by implementing a participant-focused customer service standard and employing a customer call quality monitoring program resulting in fewer participant complaints and escalations.• Coordinated the outsourcing of chiropractic claims service, saving approximately $30K annually.• Revamped participant communications, rewriting over 2,000 benefits letters and forms to communicate in a clear, concise manner reducing call center inquiries and first-time form submission errors.• Audited and retooled standard operating procedures (SOPs) to ensure regulations compliance. Saved over $500K in Department of Labor penalties and fines through review and identification of needed changes to COBRA processing procedures.• Spearheaded and oversaw a complete overhaul of the benefits administration system, gathering system requirements, auditioning vendors, supervising implementation and delivering training. Completed the project within the targeted 12-month time frame eliminating time-consuming, costly manual processes.• Led negotiation of agreements with non-contracted providers, resulting in a savings of $1M+ in the first months of the program. Improved appeals process, processing skills and production times by tracking statistics and examining error trends.As evidenced above, I have a solid record of working within an organization to reach strategic goals and instill a culture of continuous improvement. If you are interested in sharing ideas for top-level benefit fund management, I would love to connect.