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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.
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
Education
Bachelor of Arts: Psychology 2006 Westfield University - Westfield, MA
Accomplishments
  • Sunsational Service Award (2009)
  • Caring for Others Award (2012)
  • Leadership Achievement Circle Award (2017)
This resume is created in 7 minutes.
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.
Skills
  • 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.
Education
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
Certifications

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. 
This resume is created in 7 minutes.
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.
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.
Education
Communication Studies Southern New Hampshire University, Hooksett, NH
Additional Information
  • Willing to relocate: Anywhere, Authorized to work in the US for any employer
This resume is created in 7 minutes.
Summary

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.

Skills
  • Excel expertise
  • Database updates
  • AR and AP expertise
  • Payroll
  • Call Center experience
  • Prepare monthly billing statements
  • Customer support via telephone and written correspondence
Experience
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. 


This resume is created in 7 minutes.
Professional Summary
Motivated self starter with experience in Human Resources, Customer Service and the Financial Industry. Currently pursuing an opportunity to utilize my broad range of skills. I have proven ability to manage several projects, work independently and provide a high level of service to clients and coworkers.
Skills
  • Proficient in Word, Excel and Power Point
  • ADP/ADP Reportsmith
  • Equity Edge
  • Oracle
  • Data management
  • Project management
  • Team liaison
  • Self-motivated
  • Strong verbal communications
  • Extremely organized
Work History
Benefits Specialist, 2003 to 2006
American Tower Boston, MA
  • Responsible for company's benefits plans including 401(k), Health and Welfare Plan and Stock Options.
  • Processed all paperwork for Benefit Plans.
  • This included handling daily enrollments for all plans, 401(k) distributions, loans and hardship withdrawals, processing ESPP purchase periods, processing stock options sales for executives, daily stock trades, granting monthly stock options for new hires and yearly company grants.
  • Managed 8-10 monthly Excel reports for all benefits plans.
  • Handled all reporting for yearly 5500 and audits.
  • These reports required a high level knowledge of excel, including Vlook Ups, Pivot Tables and creating different types of formulas.
  • Managed company's LTD, STD and FMLA plans.
  • This included processing all paperwork, all payroll information and being main contact for employees, vendors and doctors.
  • Handled Benefit Plans 5500's, audits and discrimination testing.
  • Completed several mergers for benefits plans as companies were acquired, as well as phasing several plans out.
  • Performed yearly open enrollment meetings in all company locations and weekly new hire orientations. This included writing educational materials and presentations.
  • Managed 401(k) educational campaign. This included writing educational materials, managing company wide mailings and educational meetings. Educational campaign increased participation by 10%.
  • Completed monthly statistical reports for benefit plans to track participation, cost and turnover/new hire information. Reports were reviewed once a month at executive/benefit committee meetings. Managed company's Wellness Program.
  • Managed company's workers compensation program, including data entry for accidents, acting as main contact for all employees, managers and vendors and completing month statistical information and OSHA logs on excel.   
    Benefits Administrator (2003-2005)
  • Processed all benefits paperwork, including data entry and filing of benefits paperwork. Main contact for 401(k) Plan, including audits, 5500 and discrimination testing.
  • Worked on yearly open enrollment. This includes all paperwork, educational materials and data entry.
  • Main contact on 401(k) plan, his includes taking phone calls, being main contact for vendors and handling all loans, withdrawals and distributions for 5 separate plans. Handled all company reporting for several different 401k plans by providing statistical spreadsheets on excel to track several different 401k plans.
01/2003 to 01/2006
American Tower
Benefits Administrator,
  • Processed all benefits paperwork, including data entry and filing of benefits paperwork.
  • Main contact for 401(k) Plan, including audits, 5500 and discrimination testing.
  • Worked on yearly open enrollment.
  • This includes all paperwork, educational materials and data entry.
  • Main contact on 401(k) plan, his includes taking phone calls, being main contact for vendors and handling all loans, withdrawals and distributions for 5 separate plans.
  • Handled all company reporting for several different 401k plans by providing statistical spreadsheets on excel to track several different 401k plans.
Retirement Plan Contractor, 2003 to 2003
Arthur D. Little Waltham, MA
  • Reconciling Arthur D.
  • Little terminated retirement plan.
  • This includes handling of distribution of plan funds, calculating required minimum distributions for former employees 70 and older, creating beneficiary database, researching and correcting incorrect distributions, including calculating the taxes using the OMNI System.
  • Responsible for creating spreadsheets on Excel to track information on plan.
  • Plan was all on paper and files and needed to be updated online to track accuracy.
  • Created 12-15 different excel spreadsheets to get system current to close plan out.
  • Taking high volume of calls from former employees.
  • Help former employees set up rollovers, payment plans, annuities and trust plans for deceased plan members.
Service Representative, 2001 to 2003
New England Financial Lexington, MA
  • Develop strong relationships with clients and brokers by providing consistently excellent service for over seventy 401(k) plans for companies throughout New England.
  • This includes answering a high volume of calls from brokers and clients with plan questions, visiting all client sites quarterly and keeping all 401(k) materials up to date.
  • Performed client meetings and presentations for companies with 5-200 employees, including enrollment and educational meetings to help increase participation.
  • Educated employees on all aspects of 401(k) plans, including the importance of a retirement plans,GUST/EGTRRA, loans, withdrawals, and plan specific details.
  • Handled all internal reporting for clients.
  • This included using web based system, Guidelink, Excel and Word documents.
  • Train 401(k) clients on New England Financials web-based system, Guidelink.
  • Created a training manual for the Guidelink system using Powerpoint for co-workers and clients.
  • This manual was used by entire office to train on web based system.
  • P.
Human Resources Coordinator & 401K Specialist, 1999 to 2001
ATC Group Services Inc Woburn, MA
  • Maintained company HRIS, benefits and online 401(k) system.
  • Coordinated annual medical benefits enrollments, including the creation of instruction sheet for entire for first time electronic enrollment.
  • Headed up a 401(k) education program for 1700 employees, increasing company participation in the 401(k) program by 13%.
  • The educational effort consisted of thoroughly researching and understanding employee's options in the 401k program, writing several informative articles for the company newsletter.
  • Created a 401(k) training manual for the HR department to assist colleagues with 401(k) education.
  • Coordinated quarterly 401(k) enrollments.
  • Served as a Team Leader for several conversion projects including one that enabled 1700 employees to access sick, vacation and personal hours via pay check stubs.
  • Maintained database that tracked employee's hours, 401(k) match and 401(k) totals by using Excel spreadsheets.
  • Processed STD/LTD/FMLA paperwork.
  • Maintained workers compensation and OSHA logs, completed Vets10.
401(k) Contractor, Arthur D Little Waltham, MA
  • Reconciling Arthur D. Little terminated retirement plan. This includes handling of distribution of plan funds, calculating required minimum distributions for former employees 70 and older, creating beneficiary database, researching and correcting incorrect distributions, including calculating the taxes using the OMNI System.
  • Responsible for creating spreadsheets on Excel to track information on plan. Plan was all on paper and files and needed to be updated online to track accuracy.
  • Created 12-15 different excel spreadsheets to get system current to close plan out.
  • Taking high volume of calls from former employees. Help former employees set up rollovers, payment plans, annuities and trust plans for deceased plan members.
Senior 401(k) Service Representative, New England Financial Lexington, MA
  • Develop strong relationships with clients and brokers by providing consistently excellent service for over seventy 401(k) plans for companies throughout New England. This includes answering a high volume of calls from brokers and clients with plan questions, visiting all client sites quarterly and keeping all 401(k) materials up to date.
  • Performed client meetings and presentations for companies with 5-200 employees, including enrollment and educational meetings to help increase participation.
  • Educated employees on all aspects of 401(k) plans, including the importance of a retirement plans,GUST/EGTRRA, loans, withdrawals, and plan specific details.
  • Handled all internal reporting for clients. This included using web based system, Guidelink, Excel and Word documents.
  • Train 401(k) clients on New England Financials web-based system, Guidelink.
  • Created a training manual for the Guidelink system using Powerpoint for co-workers and clients. This manual was used by entire office to train on web based system.
  • Participate in business sales meetings to help obtain new business, including presentations of the Guidelink system and the full range of NEF's 401(k) capabilities.
  •  Assist clients with the completion of anti-discrimination testing and Form 5500 questionnaire to ensure that deadlines are met. Process enrollment, loan and withdrawal paperwork for clients.
  •  Maintained company database.
Human Resources Coordinator & 401K Specialist, ATC Group Services, Inc. Woburn, MA
  • Maintained company HRIS, benefits and online 401(k) system. Coordinated annual medical benefits enrollments, including the creation of instruction sheet for entire for first time electronic enrollment.
  • Headed up a 401(k) education program for 1700 employees, increasing company participation in the 401(k) program by 13%. The educational effort consisted of thoroughly researching and understanding employee's options in the 401k program, writing several informative articles for the company newsletter.
  • Created a 401(k) training manual for the HR department to assist colleagues with 401(k) education. Coordinated quarterly 401(k) enrollments.
  • Served as a Team Leader for several conversion projects including one that enabled 1700 employees to access sick, vacation and personal hours via pay check stubs.
  • Maintained database that tracked employee's hours, 401(k) match and 401(k) totals by using Excel spreadsheets.
  •  Processed STD/LTD/FMLA paperwork. Maintained workers compensation and OSHA logs, completed Vets100 and EEO-I reports.
  • Processed monthly cobra payments and mailing.
  • Help to create two company policies that were implemented in Company Handbook.
  • Served as the lead recruiter for HR department. Screened resumes, interviewed candidates for all areas of the company. Managed all job postings and maintained employee referral program. Responsible for hiring all temporary positions and for negotiating salaries for placements.
Education
Bachelor of Science: Business Communications, 1997
Northeastern University - Boston, MA