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Summary
To obtain a professional position where I can integrate strategies to develop and expand existing customer sales, brand and product evolution and media endorsement.
Skills
  • Customer Service
  • Computer knowledge/skills
  • Handle large sums of money
  • Self-motivated
  • Dependable
  • Hard-worker
  • Experienced
Experience
Certified Personal Trainer Oct 2009 to Current
The Keller Pointe Keller, TX
  • Assess/train clients to reach their personal health and fitness goals.
  • Instruct group exercise classes that consist of 10-40 people.
  • Interact with clients in an office setting or train them on the gym floor.
  • Responsible for motivating clients by setting goals and providing feedback and accountability to them.
Retirement Benefits Coordinator Oct 2003 to Oct 2007
Southwest Airlines Headquarters Dallas, TX
  • Responsible for managing Southwest Airlines Employee's Retirement Benefit Programs, consisting of millions of dollars.
  • Responsible for processing retirement plan rollovers from our employee's previous employer to their SWA Retirement Plan.
  • Responsible for processing hardship withdrawals for our employees from their retirement plan.
  • Responsible for facilitating the new hire orientation for our Pilots, educating them on our Pilot retirement plans.
Benefits Coordinator/Human Resources Aug 2001 to Oct 2003
Southwest Airlines Headquarters Dallas, TX
  • Providing customer service regarding their medical and retirement benefits.
  • Responsible for facilitating new hire orientation consisting of 20 people to 300 people, educating them on their medical and retirement benefits.
  • Responsible for administering our annual open enrollment process that allows employees to make changes to their medical benefits. 
Customer Service Sales Represenative Aug 1999 to May 2001
Eas-Tex Insurance Agency Nacogdoches, TX
  • Customer Service in person and on the phone
  • Responsible for quoting auto insurance for customers
  • Responsible for taking payments from customers for their auto insurance.
  • Responsible for balancing my money drawer at the end of the day.
Education and Training
BBA, Marketing 2001 Stephen F. Austin State University Nacogdoches, TX, United States
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Professional Summary
Result oriented project manager with over four years of experience in a variety of IT industries. A passion for building relationships and exceeding client and management expectations.Proven success in the areas of project management, new product implementations, process optimization and change management in a fast-paced environment. Strong skills in team building, communication, presentation and account management.
Skills
  • Budget management
  • Customer relationship management
  • Cross functional team player
  • Dependable
  • Detail oriented
  • Multi-site operations
  • Organization
  • Personable
  • Project planning and development
  • Quality assurance
  • Team player
  • Vendor management


Work History
Project Manager, 08/2016 to Current
IT Authorities Tampa, FL
  • Directed and completed over 200+ IT infrastructure SMB projects, managing 20+ projects simultaneously.
  • Successfully managed and completed large enterprise product implementation projects for over 30+ remote locations across the U.S.
  • Created business requirement documents for enterprise customers by gathering corporate needs and requirements
  • Defined clear targets and objectives and communicated them cross-functionally to VP's, directors, engineers, customers and vendors.
  • Used approved quotes to build project schedules, milestones and manage resources in order to complete the projects on time.
  • Monitored scope, timelines and flagged potential issues to keep projects on track and within budget.
  • Directed quality assurance efforts to maximize standardization and minimize overall overhead.
  • Reduced and consolidated scope of work documents to decrease the amount of paperwork and increase realization on project management time by recommending and implementing new processes and system improvements.
  • Supervised the work of 6 to 8 network and system engineers, offering constructive feedback on their work performance.
Project Manager, 11/2015 to 08/2016
DataComm Networks, Inc Tampa, FL
  • Quickly learned and scheduled more than 50 small to large projects including remote social engineering and vulnerability scans for financial customers. 
  • Managed and directed all phases of over 300  IT security projects. 
  • Implemented systems to improve process efficiency and reduce the project duration.
  • Coached and motivated all project/service delivery team members to manage time and resources efficiently.
  • Inspired team work within a team that was responsible for service delivery and project work to efficiently manage their time. 
  • Built and developed client relationships while inheriting several overdue projects and improved progress.
Project Manager, 07/2014 to 11/2015
Bell Canada Montreal, Québec, Canada
  • Managed IT projects during all phases of the project life cycle.
  • Scoped change control and risk mitigation.
  • Coordinated resources, third party vendors for flawless execution of project.
  • Monitored project performance to ensure on time and within budget completion.
  • Determined cost and oversee budget throughout project life cycle.
  • Created work break down structure (WBS), update activities against project plan and create detailed and summarized status reports.
  • Organize and lead group meetings.
Sales and Customer Service Specialist, 10/2013 to 04/2014
nZone Media Kahnawake, Québec, Canada
  • Maintained customer service and relationships.
  • Financial management.
  • Mediation management.
  • Fraud prevention and detection.
Health Benefits Coordinator, 01/2010 to 10/2013
Sheldon Goldberg Insurance Inc. Montréal, QC
  • Built relationships with group clients and insurance vendors.
  • Investigated corporate insurance needs, wants, budget and current benefit packages in order to find alternatives that saved clients money or were better aligned with their needs.
  • Liaison between clients and insurance vendors.
  • Reviewed employee benefit packages and company contract to ensure everything was delivered as promised.
External Relations Coordinator, 01/2010 to 10/2013
Loszach Report Montreal, Québec, Canada
Sheldon Goldberg Insurance Services subsidiary Responsibilities:
- Forged and maintained lasting positive relationships with strategic alliances
- Updated a variety of social media channels on a weekly basis such as LinkedIn and company blog
- Analyzed and determined the best options for health and wellness programs for a variety of large companies 
Education
Project Management Professional (PMP) : Project Management, 2018
Project Management Institute -
Working towards Project Management Professional (PMP) ® certification
Certified Associate in Project Management (CAPM) ® : Project Management, 2014
Project Management Institute -
course completed
Bachelor of Arts: Media / Communication Studies, 2010
Florida State University - Tallahassee
Associate of Science: Major in Sociology, 2010
Florida State University - Tallahassee
Awards and Achievements
2006 – 2010        Principal's List and Dean's List (Achieved a GPA of 3.0 - 4.0) 
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Professional Summary

Self-motivated individual who is goal-oriented and thrives in dynamic and challenging environments. Responsible problem solver who can manage multiple projects and priorities with enthusiasm, a diligent work ethic, and pleasant, customer-oriented disposition. Has a meticulous and highly organized planning competence. Enjoys situations that allow one to think critically, identify risks, and be innovative.

Education
BBA: Management 2009 Texas Tech University, Lubbock, TX, USA

Dean's List

Associate of Arts: Business Administration 2006 New Mexico Junior College, Hobbs, NM, USA

Honor Graduate

Certifications, Skills, and Awards

Project Management Professional (PMP) certified

Obtained and maintained Federal Q Clearance throughout employment at ETUS, under NRC regulations

Bilingual: English, Spanish, American Sign Language-Beginner

Microsoft Word 2010 certified

Microsoft Office Suite

User knowledge of office equipment

Safety Employee of the Month

Licensed Massage Therapist #8730
Professional Training

J.F. Maddox and J.W. Fanning Institute for Leadership Development Graduate 2018 

PMI Course: Project Management: Competencies and Structure of PMBOK Guide: 7-10 December 2015

PMTI's Project Management Bootcamp: 20-23 April 2015

George Washington University PMP Bootcamp: 2014

American Management Association 5-day MBA Workshop: 13-17 October 2014

Women's Leadership Conference: 13-14 July 2015 & 6-7 August 2014

UUSA Women's Symposium: 2015, 2014, 2013

Experience
New Mexico Junior College Hobbs, NM NMJC Foundation and College Relations Coordinator 08/2016 to Current
  • Maintains college financial records of the Foundation and Marketing department expenditures; maintains and balances operational budget; collects and compiles financial and other information for special or periodic reports; maintains financial, fund, donor, and vendor files; and prepares check requests.
  • Was instrumental in transitioning from a paper scholarship application to developing and implementing the online scholarship application that is used for the Foundation currently.
  • Coordinates and assists with all of the planning and execution duties for the annual Student Scholarship Reception. Also, the annual Foundation Golf Tournament; which is the largest fundraising initiative for the department to raise funds for scholarships.
  • Serves as first point of contact for the office; receives inquiries and complaints from a variety of sources; gathers information and prepares reports to deliver to department heads.
  • Performs administrative support duties, such as maintaining meeting calendars and making travel arrangements; taking and transcribing minutes for all Foundation meetings; coordinates and oversees administrative/technical duties for the office; researches and composes public information documents and correspondence for review/signature; creates, edits, proofs, and distributes various documents; prepares agendas, notices, minutes, announcements, applications, and other documents.
  • Oversees the operation of the office and makes recommendations for efficiencies; maintains complex filing systems; monitors effectiveness of current office procedures and determines the need to change procedures to meet college goals/needs; writes office management procedures; provides guidance to work-study staff including training, assigning work and monitoring performance.
  • Serves on the Scholarship Committee, Golf Committee, Support Staff Committee and Support Staff Fundraising sub-committee. Served on the local United Way Allocations Committee. 
Muscle Therapy Center Hobbs, NM Massage Therapist 07/2017 to Current
  • Practice massage therapy on clients of MTC.
  • Conduct simple business transactions, such as: checking out clients for payment of services rendered, gift certificates, or purchase of various items.
  • Use the online schedule module to set and manage client appointments. 
Option, Inc. Hobbs, NM Facilitator 08/2014 to 08/2016

Option, Inc. is a non-profit, local Women's Battered Shelter and Safehouse to prevent Domestic Violence.

  • Create PowerPoint led classes, weekly written lessons, and video clips for the offenders mandated to attend domestic violence classes, by researching case studies, court information, and internet resources. These classes are court mandated courses that are a part of the 52-week (DVOTI) Domestic Violence Offender Treatment and Prevention Program of New Mexico.
  • Support victims of domestic violence by providing guidance to complete temporary restraining orders and legal aid paperwork. Listen to victims' stories and offer moral support while at the shelter. Provide information to victims of professional help and/or law enforcement agencies. Support the recuperation process of offenders by listening and also offering professional help contacts.
  • Assess and conduct weekly sessions with victims or offenders of domestic violence and prepare Service Plans and Service Assessments for each individual client. Keeping an accurate records of individual progress and files for all categories of clients throughout their facilitation process.
  • Create, collaborate, and support all fundraising activities for the shelter. Assist in awareness campaigns by means of promotion, executing, and completing a 'lessons learned' type of record for future events.
Enrichment Technology, U.S. Eunice, NM Human Resources Generalist 06/2013 to 03/2014
  • Handled confidential information both in Project team and HR function. Recorded and maintained project personnel records for 8 permanent expatriate employees and approximately 80 non-permanent expatriate employees.
  • While supporting the HR function, presented and coordinated enrollment processes and performed and completed exit interviews and exit paperwork. Maintained accounts for employee benefit packages. Completed the Open-Enrollment for benefits during 2013 for approximately 90 employees.
Enrichment Technology, U.S. Eunice, NM Executive Assistant to Project Manager 01/2012 to 07/2015
  • 3.5 years of project management integration and support experience. Supported Project Manager through personal document management, calendar and travel organization, and collateral preparation for meetings. Developed, maintained, and distributed monthly, quarterly, and yearly project reports to Project, Site, Executive personnel, and to Customer. Collaborated daily with international colleagues, based both in U.S. and their respective countries. Decreased travel costs by 10% each year by working with travelers, negotiating alternate routes and dates, and implementing a travel authorization system with management.
  • Designed, implemented, and lead; the first ever, ETUS corporate Health Program which entailed quarterly company-wide health initiatives each year, through 2015. Managed the Annual ETUS Employee Health Biometric Screening for approximately 120 employees, working with local hospital personnel and continuing the partnership to provide employees with compounding annual information. Managed the Health Program budget from inception to the end of the Project.
  • Collaborated with client Security office to ensure ETUS employees were compliant with Fitness For Duty, General Employee Training, and other security requirements.
  • Safety committee member; committee which included approximately 20-25 other members annually.
  • Building Warden, charged with alerting all necessary parties of any emergency situations, and reporting results of drills to appropriate personnel.
Nor-Lea Hospital District Lovington, NM Human Resources Benefits Coordinator 07/2010 to 01/2012
  • Responsible for hiring procedures, maintaining employee benefit files, and keeping personnel-in-confidence information confidential. Presented and coordinated enrollment processes for an employee pool that grew from 150 to nearly 280 employees in 1.5 years. Maintained accounts for employee benefit packages that entailed all medical, compensation, standards of behavior, and other employee information.
  • Developed paperless forms/processes to minimize cost and employ more efficient/secure practices saving the company approximately $1000 in the application process and approximately $5000 for the background check and new employee enrollment processes, during one year. Utilized CPSI program to move 350+ employee files into paperless format saving 1,120 man-hours per year. Created new forms/adjusted existing forms for more efficient correspondence between HR and other departments which may now be easily tracked.
  • Managed and prioritized daily tasks and schedules to be the most effective.
Marie Curie Cancer Care London, England Intern 08/2009 to 12/2009
  • Created and implemented fundraising appeals to raise money for the national charity; which offered free palliative care to citizens of the United Kingdom.
  • Researched fundraising methods and opportunities within several demographics. Created web-invitations, teaser leaflet text/designs and helped the graphics team design posters and website for fundraising appeals.
  • Worked in teams responsible for multi-million dollar revenue projects and trained/supervised two other interns.
Upward Bound Program - New Mexico Junior College Hobbs, NM Lead Resident Advisor 06/2005 to 07/2015

Upward Bound is a federal outreach program to support first-generation college students in applying to and attending college/university.  

  • Mentor students and parents through college application process, university and college selection, culture shock, financial aid process and support, and personal issues.
  • Developed activities for approximately 40 students to generate positive college-going attitudes. Created, planned, and facilitated evening portion of Upward Bound agenda, to include: life and financial skills, health education, and college preparation. Created a physical fitness regimen for varying levels of students' physical abilities, introduce weight management tips, and other health instruction.
  • Supervise two other Resident Advisors. Manage weekly schedules with other Resident Advisors and superior staff.
  • Served the following summers: 2005, 2010, 2011, 2013, 2014, 2015.
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Professional Summary

Experienced Human Resource Professional with extensive administrative knowledge of leaves, health and welfare plans, and insurance claims processing, Superior customer service and proficient audit and accuracy skills. Acquired analytical, verbal and written skills. Thrive in workforce environments that promote personal growth and opportunities for it's team members to impact the department's culture.

Skills
  • PeopleSoft
  • Kronos
  • Report development and analysis
  • Time and Schedule Management
  • Human Resource Experience
  • Microsoft Excel, Access, Word, and Outlook
  • Intuitive
  • Mature professional 
  • Articulate and well-spoken
  • Superior independent and collaborative worker
  • Proficient building of business relationship strategy
  • Work well under pressure
Work History
UPMC WorkPartners Leave Specialists I | Pittsburgh, PA | September 2018 - Current
  • Advises employees, employee's family members, managers and HR Professionals on leave policies and processes
  • Apply concepts and rules as mandated by guidelines for FMLA and  all other federally or state mandated employment laws or company specific leaves in coordination with customer policy.
  • Effectively coordinate all leave of absence inquiries to include general administration and comprehensive case management 
  • Assists in the identification of recommendations to positively impact the efficiency and quality of service delivery.
  • Coordinates the leave process; verifies eligibility, determines leave approval, calculates leave length, coordinates the applicable client leaves including integration with state leave laws, monitors maximum duration of leave allowed under federal/state and/or client policy, and supports the return to work process.
  • Responsible for resolving issues by interacting with employee's manager, Human Resources, payroll or disability specialists.
  • Supports in-bound and outbound employee leave related calls. 
  • Throughout the duration of the leave maintained responsibility for all communications with the employee, the employee's manager, Human Resources and all integrated partners to coordinate concurrent short-term disability benefits.
  • Track employee absences as reported via web, fax, phone and e-mail. 
  • Utilizes HR information system [Peoplesoft], payroll system [Kronos] and web based vendor software as needed to input and update leave data and generate reports.
  • Provide exemplary customer service and assistance 
UPMC - Corporate Human Resources Division Benefits Consultant | USS Tower Floor 56, 600 Grant Street Pittsburgh, PA 15219 | February 2014 - September 2018
  • Assist in the administration of the UPMC Welfare Benefit Plan through the Employee Service Center, My HUB web site, electronic forms, Benefits Infonet site, and employee benefit systems. 
  • Resolve moderate and complex benefit questions and issues. Make adjustments and corrections to benefit arrangements, documentation of procedures and operating process to ensure compliance with the laws, contractual arrangements and corporate policies.
  • Review employees' eligibility rights to enroll in benefits in compliance with ERISA, ACA, COBRA, HIPAA for both health & welfare and retirement plans
  • Provide support for the efficient, cost effective operations of the Employee Service Center to include training of new and existing staff. 
  • Verify accuracy of eligibility information within UPMC system and with carriers. 
  • Determine eligibility for benefits offered to current & former employees, new hires, retirees, and acquisitions. Support management, recruiters, payroll, HR administrations, insurance carriers and vendors
  • Evaluate and make eligiblity determination on domestic partner affidavits, court issued Qualified Medical Support Custody Orders, life and job status changes
  • Accurately communicate UPMC Paid Time Off poiicy and eligiblity for grandfathered benefits
  • Compile individualized Tuition Utilization Reports requested by HR Managers, Heads of Department and Business Units
  • Perform tuition database maintenance updates
  • Submit periodic tuition taxation files to payroll 
  • Participate in special projection and HR initiatives 
Department of Treasury, Internal Revenue Service Contact Representative | 1000 Liberty Avenue Pittsburgh, PA 15219 | November 2012 - February 2014
  • Provided over the phone administrative, authoritative tax law assistance. Implemented necessary actions to resolve individual taxpayers' delinquent tax issues, analyzing their ability to pay, and negotiating installment payment agreements  
Carnegie Mellon University Benefits Coordinator | 319 South Craig Street Pittsburgh, PA | April 2011 - 2012
  • Transitional administrative team entrusted to fulfill corrections of internal audit findings of plan material deficiencies
  • Assisted with onboarding of new hires, orientations, benefits fairs, open and benefit enrollments
  • Processed employment termination file submissions and handling by offsite vendor 
  • Prepared reconciliation reports for benefits manager, human resource vice-presidents, payroll, leave administrator and third party administrators
The Academy Schools Reporting Analyst | 900 Agnew Road, Pittsburgh, PA | December 2004 - April 2011
  • Ensured accuracy and data integrity for reports prepared for use by the schools district supervisors, administrators, probation and the courts, by applying meticulous attention to detail when analyzing students' attendance, grade reports, social, psychological, and behavior evaluations and any other significant findings
WAHS formerly Allegheny University Hospitals-West/AHERF Benefits Representative/Patient Financial Customer Service | 320 East North Avenue Pittsburgh, PA | October 1996 - August 1999
  • Upheld patient confidentiality through the process of addressing hospital and physician billing inquiries
  • Utilized my knowledge of health insurance plan designs, claims processing and federal legislations to provide clarity and resolutions to general inquiries and more complex calls from attorneys 
  • August 1997 transferred from financial services to employee benefits during transformation from an onsite hospital based units to a offsite centralized benefits department  
  • Serviced over 30,000 employees administrating the terms of over 30 health and welfare benefit options, cash balance pension and 403(b) defined contribution plans
  • Demonstrated professional support during a massive layoff derived from the organization's bankruptcy filing and the subsequent reorganization after being acquired by another hospital system  
Great-West Life Employee Benefits Claims Examiner/Customer Service | 200 Marshall Drive, Moon Township, , PA | June 1992 - October 1996
  • Exemplified professional support during daily interactions with sales offices, brokers, plan administrators and insurance plan members
  • Received special recognitions for accuracy and consistently exceeding defined service level expectations on randomly selected performance review audits
  • Back up support for the senior customer service representative assuming responsibilities for auditing insurance claims processed by other customer service representatives 
Cigna/Equicor Customer Service Representative/Auditor | 933 Penn Avenue, Pittsburgh, PA | December 1986 - May 1992
  • Claims processor for a Westinghouse designated office
  • Processed medical, vision, dental and disability claims
  • Reviewed retirement pension calculations for accuracy
  • promoted to customer service position
  • promoted to auditor position
  • Analyzed accuracy of paid claim for compliance with the plan design and processing guidelines                          
  • Drafted detailed assessments for claim examiners for training and development 
Education
Bachelor of Science Business Administration concentration in Finance Indiana University of Pennsylvania Indiana, PA | 1986
Certifications

HCI/UPMC sHRBP

Human Capital Institute Strategic HR Business Partner Certification

This resume is created in 7 minutes.
Professional Summary
Detail-oriented Employment Specialist, effective at working with clients from a wide range of backgrounds. Passionate about providing meaningful support and services to all clients.
Skills
  • Creative problem solver
  • MS Windows proficient
  • Exceptional communication skills
  • Culturally-sensitive
  • Strong client relations
  • Training development aptitude
  • Fluent in Spanish & English
  • Motivating and Positive
Work History
12/2016
Shelter Case Manager South Middlesex Opportunity Council Framingham, MA
  • Assist the Program Director with placements as assigned.  This includes ensuring that units are ready and fully equipped/furnished prior to the arrival of the family, greet the family at the unit, and conduct a tour and orientation to the unit and area upon the arrival of the family.
  • Complete an intake and needs assessment with each family within 48 hours of placement into shelter.  This assessment will include a broad range of areas, including
05/2016 to 12/2016
Employment Specialist South Middlesex Opportunity Council Framingham, MA
  • Assist in resume building and work searchwith clients by working withDepartment of Transitional Assistanceand SMOC Family Shelter Programs.
  • Develop treatments and casework programs for an average of50+clients.
  • Interview and evaluate clients in soft skillsassessments.
  • Maintained regular contact with clients, providing employment support services directed toward the goal of competitive employment.
  • Identify barriers to employment, and work with clients to overcome these through education and referrals.
09/2014 to 03/2015
Benefits Coordinator SolarFlair Energy Inc. Ashland, MA
  • Implemented a tracking database for employee professional development and licensure renewal credits.
  • Entered personnel and subcontractor data into a central database.
  • Reviewed and confirmed that all final paid hours corresponded with timesheets and state laws.
  • Gathered personnel records from all employees from each department.
  • Addressed and resolved general benefit-related inquires.
02/2013 to 09/2014
Warranty & Sales Dispatcher Poirier Sales & Service Norwood, MA
  • Received, and scheduled in and/or out of warranty service calls.
  • Met challenging quotas for productivity and accuracy of work.
  • Processed and submitted warranty claims on services rendered in a timely manner.
  • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
  • Built long-term customer relationships and advised customers on purchases and promotions.
Education
2004
GED:
Lindsey Hopkins Technical Education Center - Miami, FL