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Work Background
EthosEnergySenior Human Resources Manager
Nov. 2024Houston, Texas, United States
Venator Materials PlcBenefits Specialist
Aug. 2021The Woodlands, Texas, United States
EthosEnergySenior HR Benefits Specialist
Jul. 2018 - Nov. 2021Headquartered Brookhollow 1, Houston, TX 77092
Aon HewittDelivery Specialist
Oct. 2016 - Sep. 2017The Woodlands TexasAdministration ■ Support end to end client service delivery for Defined Benefit/Pension Administration Domain ■ Manage large projects, coordinated with clients, third parties, and other Aon Hewitt/Alight Services ■ Manage roles and responsibilities for large client team (9 Benefits Analysts & 5 managers) ■ Consult and coordinate with Customer Service and other Shared Services ■ Consult and coordinate with the client for client acceptance testing on changes to the production environment ■ Review and sign off on escalated processing team deliverables (Benefits Analysts) to ensure ongoing adherence to standard operating procedures and overall quality of deliverables ■ Provide coaching and development of Benefits Analysts to create a culture of continuous improvement and elimination of waste ■ Responsible for documenting change orders and changes to the plan requirements as well as manage all Standard Operating Procedures to ensure the processing steps are up to date and match plan requirements and Benefits Analyst adherence to processing documentation ■ Calculate service related metrics and identify process improvement opportunities as well as elimination of waste ■ Resource for Internal Learning and Development as Instructor for onboarding new employees
Aon HewittBenefits Operations Manager
Apr. 2013 - Oct. 2016The Woodlands TexasPension Responsible for confidential participant data within the day to day operations of Benefits Administration ■ Primary responsibility was to manage the operational performance for a large and complex client for pension administration to include meeting and exceeding contractual performance standards and defined operational measures ■ Responsible for ensuring all ongoing work is delivered timely and with quality to plan sponsors and plan participants. Including project planning, scheduling and managing, capacity and utilization management, delegating work to meet deliverables, and tracking the status of outstanding work, using a team of 9 Benefits Analysts and 3 Managers as well as 5 other shared services for processing ■ Responsible for monitoring client operations measures to proactively manage client-level impacts, including but not limited to: o Acted as primary point of contact for Benefits Analysts and Shared Services to answer questions, provide direction, escalate issues and support through issue resolution o Led weekly operational status meeting to discuss projects, questions and priorities o Integrate operations resources with Customer Service resources to provide seamless participant resolution support with focus on participant experience o Identify and eliminate manual efforts through streamlining and automation efforts and identifying process improvements that lead to year-over-year efficiencies. o Led Third Party and Shared Service calls and track all related escalations within designated turnaround time as well as created and implemented an action plan to minimize or eliminate escalations ■ Partnered directly with leadership team to implement legislative changes.
Empyrean Benefit Solutions, Inc.Client Service Manager
Apr. 2012 - Mar. 2013Houston, Texas AreaHealth & Welfare Administration mid size client As the Client Service Manager, I was accountable for the client satisfaction, relationship and resources for my mid-size client. I was accountable for all aspects of Health & Group Benefits Administration delivery both internally and externally. I was also responsible for the financial success of my client in support of the Client Service Group financial goals. From a people management perspective, I directly managed 3 Business Analysts. My Ongoing Client Responsibilities included but were not limited to: ■ Responsible for building and managing trusted client partnership; manages client satisfaction ■ Created and managed the client Open Items List, Project Plan, Open Enrollment, and all other one-time projects ■ Ensured the appropriate integration between the administrative and Shared Services teams (COBRA, FSA, Service Center) ■ Ensured the quality delivery of all services as per the client’s Statement of Work and managed and was accountable for client Profit & Loss results ■ Partnered with the Director to ensure the accurate recognition and collection of Out of Scope revenue and upsell opportunities in support of meeting the Client Service Group’s revenue targets ■ Managed client resource needs and escalates staffing shortages to the Director and directly managed aligned Business Analysts and was accountable for the performance, growth, and engagement of aligned resources
Aon HewittClient Quality Manager/Quality Deployment Manager
Sep. 1997 - Apr. 2011*Responsible for developing and deploying process improvement opportunities throughout the HR Outsourcing Benefits Division of approximately 250 work activities across several Business Units and job codes. This included all Health and Welfare and Defined Contribution Administration for 60 large and medium market clients. *Oversaw all deliverables on assigned projects to ensure financial savings targets were realized. *Accountable for all communication as it relates to project participation, progress and status. *Partnered with clients and business leaders to ensure timely and successful deployment as well as track and monitor progress. *Accountable for deploying process related shared learning and driving solutions to the Human Resources Benefits Outsourcing stakeholders. *Personally responsible for quality review as well as complete understanding of all Health & Welfare and Defined Contribution Employee Benefits processing documentation for 150 processes to effectively eliminate unnecessary steps while building integrity and high standard of quality. *Resource for Internal Human Resources staff for internal and external employee candidate behavior based interviewing for 10 years.
Aon HewittHR Employee Benefits Management Aon Hewitt
Sep. 1997 - Mar. 2011*Assisted in the administration of various employee benefit plans by performing duties such as analysis of data and issues, educating employees or Human Resource staff members on employee benefit programs, maintaining applicable records, and preparing documents appropriate for implementing benefit coverage, providing benefits orientation, as well as processing any Health and Welfare or Defined Contribution (401K) events/updates. *Maintained vendor and client business relationships to investigate benefits related discrepancies and provide information to employees via outbound customer service calls to employees as well as email communication to the end Client HR Manager. *Built strong network of HR Business Operations Managers, provides coaching and development of said HR Business Operations Managers in creating a culture of continuous improvement within the HR Benefits Processing environment. *Direct Reporting Manager for 25 HR Benefits Processors (previous Customer Service Representatives who were promoted to the next role of Benefits Processor Analyst. *People Manager Responsibilities include all aspects the Human Resources environment including but not limited to, employee coaching and development, employee retention, employee separation, as well as annual performance and compensation review. These also included scheduling their time, as well as provide analysis and review of the documentation of their work activities. *Resource for Internal Human Resources staff for internal and external employee candidate selection for 10 years, to include recruiting, resume review, telephone interview, as well as in person behavior based prospective candidate interviewing.
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