Hi, I’m
AMY C. LETTS
Employee Benefits
Deltona,FL
Here's what I find about compromise, don't do if it hurts inside, 'cause either way you're screwed and eventually you'll find, that you may as well fell good, you may as well have some pride.
Amy Ray
Summary
Collaborative individual with over 22 years of expertise in providing exemplary service regarding employee benefits support.
I am a critical thinker who is self motivated, while working well as part of a team.
I am proficient in MS Office Suite, Outlook, MS Teams, Word, and I love Excel.
I am one to ask questions so that learn the why of how things are done to come to an understanding of the best way to get things done, I believe in "work smarter, not harder".
I am looking forward to new opportunities to challenge myself and move to the next chapter in my career.
Overview
23
years of professional experience
Work History
Alight Solutions
Benefits Delivery Specialist
08.2015 - Current
Job overview
- Work directly with clients and vendors to send receive and analyze data related to employee, Health and Voluntary benefits including. Medical, Dental, Vision, HSA and FSA, Life and Disability plans, Accident, Hospital Indemnity, Critical Illness, 401K, Pet, and more.
- Work within client requirements to make sure out system is offering the appropriate plans and options to employees
- Ensure that files to vendors and employers are timely and accurate to ensure that employees have correct access to care.
Alight Solutions
Client Account Manager
08.2013 - 08.2015
Job overview
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Scheduled and attended meetings with clients and prospective clients as requested.
Swerdlin & Company
Benefits Specialist
08.2011 - 07.2013
Job overview
- Benefits Specialist focused on administration of Cafeteria Plan clients with Swerdlin & Company.
- Responsible for Implementation of new Premium Only Plans, Flexible Spending Accounts and Heath Reimbursement Accounts. For new and existing clients.
- Collaborated with outside vendors and brokers to establish secure data feeds for ongoing administration.
- Conducted all compliance testing for new and existing clients' Cafeteria Plans and HRAs.
- Served as Security Officer to ensure best practices were implemented for monitoring, storing, and sending confidential data.
- Streamlined file management process to eliminate manual entry of new enrollment and contribution data resulting in gained efficiency and reduction of errors.
ADP
Client Service Solution Center Team Lead
12.2009 - 04.2011
Job overview
- Led a five-person team to meet and exceed theexpectations of internal and external clients, by providing the highest level of customer service
- Managed workflow of Client Service Team to meet deadlines and deliverables
- Developed best practices to drive team efficiency and overall client satisfaction
- Provided coaching and personal development to members of the client service team
- Worked closely with management to successfully consolidate 4 teams, impacting 50 clients of between 1,000 and 10,000 employees while having minimal impact on the client service experience
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Managed workflow to reduce case management backlog by 75%
- Improved team quality scores by 15
ADP
Client Service Account Specialist III
05.2006 - 12.2009
Job overview
- Served as mentor to new associates assisting with their training and onboarding
- Provided day to day support for assigned COBRA, Retiree, FSA, and Commuter Benefits clients
- Handled client escalations, researched and provided root cause and resolution
- Served as point of contact for Payroll and Health and Welfare teams for issues regarding data transfer
- Acted as a subject matter expert for the FSA Growth Project, ADP's Campaign to increase employee participation driving higher tax savings for clients
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Interacted with team members across departments to research and resolve customer issues.
- Provided FSA training to our West, and Central office locations in preparation for the expansion of the service centers
ADP
Client Service Account Specialist II
03.2002 - 05.2006
Job overview
- Provided day to day support for assigned COBRA, and FSA clients
- Point of contact for FSA open enrollment, including receipt, tracking, and audit of inbound files from clients
- Accepted and processed payments, updated accounts and issued receipts.
- Provided knowledgeable service and support for all customer needs.
- Conducted onsite enrollment meetings and attended Benefit Fairs
- Tracked and audited the open enrollment files for over 500 clients who have between 50 and 1000 employees
- Was the point of contact for compliance, performed and reviewed 300+ Non-Discrimination Tests for clients between 50 and 10,000 employees
ADP
Customer Service Manager
12.2000 - 03.2002
Job overview
- Provided day to day support for assigned FSA clients
- Received and loaded client election and contribution data files
- Managed annual and ongoing enrollments
- Adjudicated and entered all FSA claims
- Processed employee reimbursements
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
ADP
Welfare Call Center Representative
09.2000 - 12.2000
Job overview
- Handled inbound employee benefit inquiries via phone and email
- Entered employee benefit elections
- Fulfilled employee benefit packages
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Attended telephone skills and program information training sessions to boost aptitude.
Education
Florida Institute of Technology-MelbourneMelbourne, FL
Bachelor of Science from Computer Information Systems
2020
North East High SchoolNorth East, MD
06.1989
Skills
- Proficient, with MS Office Suite, including Excel, Outlook, Word, Power Point
- Critical thinking
- Process Improvement
- Health Saving Accounts
- Auditing Dependents
- Technological Knowledge
- Workflow Processes
- Service Delivery
- Customer Care
- Performance Improvement
- Payroll and Benefits Administration
- Knowledge of ACA requirements
- Administration of Medical, Fental, Vision, Voluntary Benefits, FSA, HSA, COBRA
- Open Enrollment
- ACA Standards Knowledge
- Customer Inquiries
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Benefits Delivery Specialist
Alight Solutions
08.2015 - Current
Client Account Manager
Alight Solutions
08.2013 - 08.2015
Benefits Specialist
Swerdlin & Company
08.2011 - 07.2013
Client Service Solution Center Team Lead
ADP
12.2009 - 04.2011
Client Service Account Specialist III
ADP
05.2006 - 12.2009
Client Service Account Specialist II
ADP
03.2002 - 05.2006
Customer Service Manager
ADP
12.2000 - 03.2002
Welfare Call Center Representative
ADP
09.2000 - 12.2000
Florida Institute of Technology-Melbourne
Bachelor of Science from Computer Information Systems