Collaborate with Client benefits teams to determine, document, and implement programs and processes to best serve the benefits needs of their employees. Develop requirements documentation, adhering to strict company standards and best practices, and configure systems based on those requirements. Provide guidance and assistance to other team members as needed to ensure prompt and accurate completion of deliverables.Product DevelopmentWork with product team to develop and evaluate new product offerings as well as make improvements to current products including payroll systems, web-based admin systems, and employee-facing enrollment/benefits education websites. Talent DevelopmentServe as a “navigator” for new employees, responsible for introducing them to the company and guiding them through onboarding and training activities. Periodically review and update company training materials as needed. Key Accomplishments• Independently implemented Total Deduction Solution (TDS) for Client as part of an Early Adopter Program• Assisted with design and implementation of new Employee Self Service (ESS) site leading to Client’s increased Annual Enrollment activity for 2022 Plan Year.• Created and led multiple internal company trainings and external client-based trainings

Primary contact with client and vendors responsible for reviewing and resolving cases and uncommon vendor error reports. Serve as escalation point for inquiries related to ancillary services such as dependent audit, IMT, COBRA, and billing. Perform vendor management for clients, such as manual updates and replying to inquiries. Coordinate administration resources, training, process changes, and project setup for each project. Manage annual enrollment process including updating processing documentation and testing and vendor coordination.Key Accomplishments• Integral team member involved in transforming at-risk Client to referenceable Client• Involved in new Client acquisition and implementation

Perform customer service support by responding professionally to customer inquiries/issues received via phone, e-mail or other communication devices and ensure that proper action is taken. Supply technical support and guide customers in using web-based, employee self-service tools. Read and understand plan documents, amendments, online knowledge base tools and benefit administration systems while applying procedures and guidelines. Client Lead duties including, but not limited to time sensitive reporting, coaching & development, and conflict management

BENEFITS & COMPLIANCE MANAGERIndependently manage health plans for Waffle House, Inc. owned subsidiaries to include creation and distribution of enrollment packages, processing all enrollments, changes, and terminations of coverage and annual renewal of all products. Collaborate with carriers and brokers to resolve and any all issues involving health plans. Monitor company compliance for COBRA, FMLA, HIPAA, and ERISA regulations. Aid in management of Group Health & Benefits department. Audit claims and provide claims support for associates. Maintain payments for all lines of group insurance coverage.LEAVE OF ABSENCE COORDINATOR / TEAM LEADERProcessed paid & unpaid leave of absence requests for all associates. Assisted managers and associates with completing new leave requests and/or researching prior leaves. Provided customer service & support for associates with questions and/or problems with health benefits. Supervised team members and provided oversight for COBRA, QMCSO, and Special Billing processes. Key Accomplishments• Played a key role in successfully transitioning benefit plans for multiple Waffle House, Inc. franchises to wholly owned subsidiaries. • Reduced benefits Reduced benefits costs for owned subsidiaries through meticulous recordkeeping and eligibility monitoring.• Reduced benefits costs for wholly owned subsidiaries through meticulous recordkeeping and eligibility monitoring.

Entered W2 and I9 forms for all new associates into company database. Provided administrative support for Human Resource Specialists.

Assisted CAT adjusters with processing supplement claims to include reconciling previous payments with estimates and contacting customers and contractors to request additional information as needed. Assisted customers with inquiries and problems. Assisted project manager with various tasks as needed to include training new employees.

Established and maintained a system for tracking assignments delivered to and from Project S.O.A.R. Collaborated with teachers and administrators in Beaufort County schools system to determine the best course of action to ensure student success and transition them back to their home school at the end of their sentence. Investigated student concerns regarding grades and credit hours. Trained instructors at Project S.O.A.R. to use correct procedures for preparing student assignments.