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Professional Summary
Dependable Benefits Manager bringing strong leadership experience, willingness take on added responsibility. Extensive Leave of Absence background possessing strong interpersonal skills. Creates business partnerships to develop a positive work environment. Enthusiastic team player with a strong work ethic and advanced complex problem solving skills.
  • Leave of Absence, FMLA/ADA/EEO
  • Exceptional Interpersonal Skills
  • Time Management
  • Benefits Administration
  • Problem Solving
  • Microsoft Word, Microsoft Outlook, Microsoft Excel
  • People Soft, Ultimate, Workday and Workforce Solutions
  • Project Management
  • Team Building
  • Training and Education
  • Process Improvement
  • Employee Development
Work History
Benefits Manager 03/2016 to Current
Bright Horizons Family Solutions Watertown, MA
  • Manage all aspects of leave administration, including employee notifications and vendor management, disability programs and health benefits
  • Played key role in roll-out of new Leave of Absence Module, ACT
  • Worked closely with vendor to modify system functionality to meet our business needs, including efficiency and compliance
  • Collaborated with HRIS, Change Management and Operations to develop and market new Leave of Absence system functionality
  • Supervise 4 direct reports with various knowledge of Leave of Absence regulations and processes
  • Create long term growth and development strategy for direct reports aligning individual, team, department and business goals
Benefits Supervisor 03/2014 to 03/2016
Bright Horizons Family Solutions Watertown, MA
  • Supervise the Leave of Absence team, including 4 direct reports
  • Provide goals and development strategy for Leave of Absences team as a group and individually
  • Communicate and educate team on varying regulations including FMLA, ADA, EEOC, Sick and Safe Leave Laws
  • Create and ran periodic audits to confirm all active Leave of Absence records are within federal and state mandates
  • Participate in Benefit Plan Renewals and strategy discussions Provide Leave of Absence analytics to senior management quarterly
  • Analyze key data trends to drive the development of trainings and communication vehicles
Senior Benefits Specialist, Leave of Absence Lead 03/2012 to 03/2014
Bright Horizons Family Solutions Watertown, MA
  • Contributed in development of a new Leave of Absence process to better align with Workday functionality and increase optimization of HRIS system
  • Review current process and help identify ways to increase efficiency
  • Supervise and direct Assistant Benefits Administrator
  • Develop and maintain Leave of Absence policies and documents
  • Manage approximately 100 active Leave of Absences, coordinate accommodation requests with Human Resources Managers and center management
Benefits Specialist, Leave of Absence 03/2011 to 03/2012
Bright Horizons Family Solutions Watertown, MA
  • Work collaboratively with Systems Analyst to develop a Leave of Absence customization in Ultimate Software
  • Create a Webinar to help train field employees on the Leave of Absence policies and processes
  • Managed 150+ active Leave of Absences, includes distributing packets, monitoring benefit payments, responding to inquires
  • Partner with Human Resources Managers to support center management with employee accommodation requests, confirming we are compliant with ADA regulations
Benefits Administrator 03/2008 to 03/2011
Bright Horizons Family Solutions Watertown, MA
  • Monitoring employees leave of absences as well as approving initial requests
  • Tracking benefit payments while employees are taking a leave of absence
  • Confirming designated leaves are within state mandate and proper documentation has been submitted
  • Providing support for approximately 100 centers which are located throughout the United States
  • Administer medical, dental, vision and supplemental benefits daily
  • Approve and monitor employees Education Assistance requests
  • Provide assistance and problem resolution to directors, supervisors and employees through email, phone or the designated customer service line
Benefits Coordinator 11/2006 to 03/2008
Five Star Quality Care Newton, MA
  • Daily management of medical, dental, and vision benefits for approximately 9,000 field employees and tuition reimbursement requests for nearly 2,500 employees
  • Responsible for processing day-to-day benefit enrollments, resolving insurance claims issues, and transmitting information and eligibility of employees to insurance carriers in a weekly file feed
  • Ran daily reports and data queries for Senior Management and Benefits and Compensation Manager and supported Human Resources associates and Business Office Managers nationally
  • Monitored employees on FMLA, Medical, or Personal Leave of Absences and their payment of insurance premiums
Human Resources Assistant 05/2006 to 11/2006
Sears Holdings Corporation Burlington, MA
  • Managed the cash office, prepared daily deposits, and coordinated weekly payroll
  • Assisted the Human Resources Manager in recruiting employees, scheduling interviews, conducted new hire orientation and the completion of I-9s for all new hires
  • Supported both customers and associates with a wide variety of daily questions and concerns
Bachelor of Arts: Psychology 2006 Westfield University - Westfield, MA
  • Sunsational Service Award (2009)
  • Caring for Others Award (2012)
  • Leadership Achievement Circle Award (2017)

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Professional Summary
Driven benefits professional bringing an innovative approach to employee benefits plan administration with the analytical and member relation skills necessary to provide tailored employees benefits programs.
  • Plan Analysis & Documentation
  • Proposal & Report Drafting
  • Client Relations
  • Benefits/Pension Legislation
  • Benefits/Pension Administration
  • Trending and Statistical Reporting
  • Financial Reporting
  • Detailed-Oriented Mathematical Skills
  • Industry Research
  • Database Administration
Work History
Pension & Benefits Coordinator, 12/2011 to Current
Personal Attendant Care, Inc Whitby, ON
  • Administer company benefits and pension plans, including monthly auditing to ensure correct enrollments and deductions.
  • Work with union representatives to coordinate all benefits and pension plan administration, including self-billing for employees in the union's group plan.
  • Develop and review company benefits and pension plan administration policies and standard operating procedures to ensure compliance with plan, legislative and collective bargaining agreement requirements.
  • Facilitated union employees' group benefits plan transfer to the union's multiple employer group benefits plan to contain organization liabilities.
  • Oversaw the transition of the organization's non-union health and dental benefit plan from a fully funded to a budgeted administrative services only self-funded structure. 
  • Provide company-wide benefits audit reports on variances and explanations and resolve invoice and plan member discrepancies, taking corrective action and calculating adjustments as needed.
  • Work with multiple plan providers to facilitate plan amendments and annual renewals.
  • Plan and coordinate innovative training for pension plan members in conjunction with plan providers on claims processes, members services, and perks programs.
  • Proactively maintain and update employee database and track group benefits and pension plan eligibility, ensuring employees and enrolled and terminated from plans in a timely manner.
  • Promptly respond to routine plan inquiries and requests from plan providers and members.
Human Resources Manager, 02/2015 to 09/2015
Personal Attendant Care, Inc Whitby, ON
  • Promoted to Manager role during the permanent Manager's extended, unplanned leave.
  • Managed union grievances at personnel-related hearings and investigations.
  • Developed and enforced company policy and procedures relating to all phases of human resources activity.
  • Led and organized comprehensive training programs for 100 staff members.
  • Oversaw compensation, benefits and performance management, safety, and infection control systems.
  • Resolved under-staffing, employee disputes, terminations and administering disciplinary procedures.
  • Updated key human resource metrics, including turnover and terminations, using reporting tools on the HRIS database.
Benefits Administrator, 03/2011 to 03/2012
The PIC Group Oshawa, ON
  • Managed US benefits administration and streamlined plans between two carriers.
  • Performed pay period audits of employee deductions to identify discrepancies and coordinated adjustments with payroll and human resources departments. 
  • Conducted audits to ensure fees matched accurately with each contract.
  • Liaised with internal administrators and insurance providers regarding administration of client plans.
  • Answered employee benefit inquiries over the phone, email, and in person in a prompt manner.
Master of Science: Psychology, expected 2017
Trent University - Peterborough, ON
  • Recipient of Ontario Graduate Scholarship and Trent University Research Fellowship 
Bachelor of Arts: Psychology and Philosophy, 2009
Bond University - Gold Coast, AU

Certified Employee Benefits Specialist (CEBS) (expected early 2018), IFEBP 

Joint Health & Safety Basic Certification (2014), PSHSA

Community Based Research (2015), York University

Volunteer History

Research Volunteer, 09/2010 - Current

The AIDS Committee of Durham Region - Oshawa, ON

  • Designed and implemented a Volunteer Satisfaction Survey for 100 volunteers, covering training needs, engagement, and environment. 

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Professional Summary
Banking professional successful at cross-selling bank products and services. Hardworking and outgoing team member versed in processing transactions and management principles and interpersonal skills.
  • Consumer Focused
  • Bank Security Expertise
  • Proficient in creating and maintaining schedules
  • MS Office proficiency
  • Creative problem solver
  • Strong client relations
  • Self Sufficient
  • Detail-oriented
  • Employee recruitment
  • business plans, mentoring
  • Staff management
  • Loan expertise
  • Relationship building and management
  • Financial planning
Work History
11/2018 to Current Assistant Branch Manager (Universal Branch Specialist) PNC Bank | Lancaster, PA
  • Expanded client base by promoting new financial products.
  • Supervised six Universal Bankers in providing excellent customer service to callers requiring assistance for Banking and Customer Service issues.
  • Branch Designated Lender
  • Supervised Daily Branch operations and compliance
  • Promoted products or services to each customer to consistently achieve sales targets.
  • Processed quarterly Vault and ATM audits with zero error rate.
  • Provided high level of customer service through friendly approach, strong professionalism and timely assistance with customer transactions.
  • Developed top-performing teams, leading to increased branch efficiency and positive customer feedback.
12/2017 to 11/2019 Branch Sales Service Associate (U) PNC | Lititz, PA

• Collaborated with customers to identify solutions to me their financial goals 

• Manage branch in the Branch Manager's absence

• Cross sell major products offered that suits client's needs 

• Handle financial transactions. Manage deposits, withdrawals, transfers and check cashing; verify customer identification, signature and balance information; process loan payments; and open/close accounts. 

• Develope long-term customer relationships 

• Provides Superior customer service

01/2017 to 12/2017 Customer Service Representative BB&T | Lititz, PA
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Answered telephone inquiries on banking products including checking, savings, loans and lines of credit.
  • Maintained friendly and professional customer interactions.
11/2014 to 09/2016 Benefits Administrator Connect your care | Lancaster, PA
  • I responded to inquiries about HSA and FSA accounts.
  • Adjudicated documentation for claims
  • I identified the topic and type of assistance the caller needed such as: balance inquiries, eligibility, adjudication of documents, and claims review.
  • Educated members about the fundamentals and benefits of consumer-driven health spending accounts. 
  • Assist members in navigating the member portal and company website and encourage and reassure them to become self-sufficient 
  •  Meet the performance goals established for the position in the areas of: efficiency, call quality, member satisfaction, first call resolution and attendance.
03/2011 to 06/2014 Business English Teacher Power Talk English | Shantou, China, CN

  • Collaborated with teachers and department heads to meet quarterly and yearly educational goals.
  • Generated revenue for learning center by bringing in 3-5 new students a month
  • Managed diverse classes with 70 students per class 
  • Emphasized critical thinking through small group activities.
  • Assisted department head in establishing daily schedules, curriculum and ESL activities.
  • Assigned lessons and corrected homework.
Communication Studies Southern New Hampshire University, Hooksett, NH
Additional Information
  • Willing to relocate: Anywhere, Authorized to work in the US for any employer

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Experienced  Accounting, Customer Service, and  H/R  . Responsible, energetic, and organized with exceptional attention to detail.  Proficient in Microsoft Office, and other software integration and/or data entry as required.

  • Excel expertise
  • Database updates
  • AR and AP expertise
  • Payroll
  • Call Center experience
  • Prepare monthly billing statements
  • Customer support via telephone and written correspondence
06/2018 to 09/2018
HRC/Account Payables Saddle Creek Logistics (Staffmark) San Diego, CA
  • Weekly payroll review, approval and submission: attendance monitoring and  improvement, CA meal/break premiums
  • Account payable approval,  tracking, credits, invoice review and approval, monthly  receivables, research invoice questions 
  • Responding to queries from vendors regarding status of      invoices/payments/shipping orders
  • Responding to queries from employee regarding benefits, attendance questions,   schedules

03/2016 to 05/2018
Customer Service Specialist Thomas LTD. Palm Springs, CA
  • Inbound service representative answering product questions, following up on inquiries, tracking shipping, problem resolution
  •  Run weekly reports via Google Docs and Excel. 
  • Provide compilation of data weekly for statistical reporting
  • Create and review internal memorandums as needed
03/2008 to 10/2015
Account Manager Standard Insurance Portland, OR
  • Integrated additional accounting functions for compliance purposes
  • Run accounting financial reports and perform complex financial testing as required by Federal law
  • Create and maintain data logs
  • Prepare correspondence, accounting and financial documents for analysis.
  • Trained employer and employee's on benefit statements
  • Front Office Administrative support

03/2002 to 06/2007
Benefits Administrator Witt Mares CPA Williamsburg, VA
  • Prepared correspondence, accounting and financial documents for analysis. 
  • Performed complex testing in accordance with Federal laws.
  • Reviewed and provided comments on the adequacy of documents and took necessary steps to cure any deficiencies.
  • Delivered final benefit package to firm clients and provided employee education. 
  • Provided front desk support as needed.