• Handled benefit plan administration and management of special projects associated with DB plans for Fortune 500 clients• Managed largest client account/book of business in pension administration practice• Developed and maintained collaborative client and vendor partnerships• Achieved performance guarantees of 100% on all service level agreements every year since taking over client• Responsible for quality control of clients’ system and deliverables and trustee reconciliation• Monitored administrative processes and procedures to ensure accuracy and timeliness in delivery of services to both clients and plan participants• Reviewed client deliverables to a level of detail to ensure that the work is accurate and in compliance with laws, including PPA and regulations of ERISA, and client plan documents• Managed ongoing client team – delegating and monitoring workflows, setting priorities and deadlines, and creating project plans• Collaborated with clients, actuaries and legal counsel to resolve participant account discrepancies and issues including responding to Department of Labor questions and inquiries• Acted as an expert resource to clients, associates, and auditors on technical plan knowledge and requirements, calculations (including non-standard calculations such as non-qualified plans, required minimum distributions, late retirements and QDROs), and system functionality and process flow• Implemented newly acquired plans and plan changes• Consulted clients on new and revised government regulations, programs, and best practices• Provided annual actuarial valuation data and assisted client with annual audit• Customized employee communication materials and reviewed SPDs• Coached and mentored over 20 associates regarding plans, technical competencies, and career growth• Performed client billing and created invoices and change orders• Responsible for mid-year and annual performance review of associates, including annual pay raises and bonuses

• Consulted and educated a $10 billion public pension retirement fund client on member communication strategies and administration best practices • Acted as senior management personnel and provided daily reports to the client – managed all reported client issues, change orders, and modification requests, including testing and resolution of reported issues• Conducted foundational analysis, solutions design, solutions implementation, and training and produced requirements documents and functional specification documents for all aspects of client support during system development and implementation• Monitored and managed project issues and project work, including workflows, as well as the team’s progress and status• Coordinated testing (undertook test script development and test script execution) and deployment of client application releases (conferred with the project manager and the development manager in devising build timelines and build decisions)• Drafted user manuals, training materials, and operating procedures on the designed, systems functionality• Participated in ongoing development and enhancement of V3 system as the first client team to go live on a Java-based platform and to have successfully met demanding project deadlines

• Provided guidance to client teams and clients regarding compliance matters through reading, interpreting, and applying laws and regulations of ERISA and client plan and Requirements provisions• Analyzed client plan documents and other plan materials to create plan Requirements• Led Defined Benefit and payment audits of Fortune 500 clients to ensure accuracy of administration and compliance of plan rules• Partnered with practices and client teams in establishing procedures for the compliant processing of benefits• Managed the compliance team of thirteen associates on auditing and plan reviews• Communicated technical concepts clearly and concisely both verbally and in written format

• Responsible for delivering and maintaining a fully functioning system to three Fortune 500 clients, using Software Delivery Life Cycle• Developed Defined Benefit knowledge at the project manager level through mentoring, coaching, and training• Interacted with client on a daily basis as the main liaison for all inquires, requests, and questions• Monitored ongoing quality of processing – troubleshooting problems that arise and identifying ways to improve efficiency of processing and the systems• Created and executed test plans and cases (conditions and data) – documenting issues and results – and tested various system capabilities including Internet functionality, batch processing, voice response systems, and client reporting• Designed and delivered training for every associate on client pension team on all calculation procedures and processes• Partnered with internal actuaries to create excel spreadsheets and calculation factor binders to streamline manual calculation process for the client and the client team• Collaborated with customer service representatives to resolve participant account discrepancies and issues• Managed all Defined Benefit participant appeals – performing the research and creating written proposals for the client• Completed comprehensive training on all aspects of benefits administration, including Defined Benefits, Defined Contribution, and Health and Group Benefits