Summary
Overview
Work History
Education
Skills
Accomplishments
Software
Timeline
Generic

Amy Plaza

Client Delivery Analyst
2120 Crosshair Cir. Orlando,FL

Summary

Accomplished at enhancing client relations and project outcomes, my tenure at Alight Solutions showcases my ability to collaborate with cross-functional teams and streamline processes, notably in benefits configuration. Skilled in problem-solving and prioritizing my individual workload, I excel in environments involving teamwork and strategic decision-making. My background also includes developing training documents to elevate team expertise. I am an organized and dependable candidate successful at managing multiple priorities with a positive attitude.

Overview

11
11
years of professional experience
8
8
years of post-secondary education

Work History

Client Delivery Analyst

Alight Solutions
04.2022 - Current
  • Provide guidance on project scope, objectives, and system requirements, ensuring successful outcomes for client deliverables on health and insurance benefits.
  • Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.
  • Conducted thorough data analysis to identify trends and insights, informing strategic decision-making for clients.
  • Collaborated with cross-functional teams for seamless coordination of client deliverables.
  • Collaborated with HR teams to design and implement open enrollment benefits configuration, streamlining benefits processes for employees.

Defined Contributions Customer Care Representative

Alight Solutions
12.2020 - 03.2022
  • Handle Participant benefit inquiries to resolve complex questions regarding retirement benefits, logging call details and solutions provided into internal database.
  • Secure accounts and maintain sensitive information with strict confidentiality while modeling ethics, professionalism and meeting SLA targets in all interactions.
  • Review forms, contracts, tax documents and any additional submitted documents into benefit center; confirming they meet plan requirements and communicate with Participant if additional information is needed to approve request being processed.
  • Taking ownership of Participant issues requiring escalation and resolve by collaborating with additional Customer Care Representatives, Management, Human Resources, Payroll or plan trust to reconcile situation in a timely manner.

Vacation Planning Coordinator

The Walt Disney Company
12.2019 - 10.2020
  • Focused primarily on providing Guest specific assistance, delivering solutions and recovery options while cultivating a positive experience.
  • Collaborating with cross-department teams such as Guest Relations, Main Entrance, and Management to resolve any Guest needs in a time-sensitive manner.
  • Coached Cast Members through day-to-day work and complex problems to ensure Business needs are met.
  • Entered data, generated reports and produced tracking documents, distributing information to management and other appropriate teams as needed.

Vacation Planner

The Walt Disney Company
02.2014 - 12.2019
  • Maintained working knowledge of all ticketing products and promotions following company policies for all offerings.
  • Responded to questions and concerns to determine appropriate solution to resolve Guest inquiries with open-ended discussions to better ascertain Guest needs and determine best offerings building lasting relationships
  • Created multiple training programs and led departmental seminars to expanded cast member knowledge and expertise in their position.

Education

Bachelor of Science - Biomedical Sciences

University Of South Florida
Tampa, FL
08.2018 - Current

Associate of Arts - General Studies

Valencia College
Orlando, FL
01.2011 - 04.2012

Skills

Client Relations

Confidentiality

Teamwork and collaboration

Problem-solving

Task prioritization

Accomplishments

  • July 2023 Aligned exclusively to top 30 revenue-generating clients out of over 200 clients.
  • July 2021 Defined Contribution Hardship Specialist
  • March 2018 Relief Vacation Planning Coordinator

Software

Microsoft Word

Excel

PowerPoint

Microsoft Teams

Outlook

SharePoint

Jira

Jama

Azure DevOps

Timeline

Client Delivery Analyst

Alight Solutions
04.2022 - Current

Defined Contributions Customer Care Representative

Alight Solutions
12.2020 - 03.2022

Vacation Planning Coordinator

The Walt Disney Company
12.2019 - 10.2020

Bachelor of Science - Biomedical Sciences

University Of South Florida
08.2018 - Current

Vacation Planner

The Walt Disney Company
02.2014 - 12.2019

Associate of Arts - General Studies

Valencia College
01.2011 - 04.2012

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Amy PlazaClient Delivery Analyst