COLLEEN KNEZEVICH
PITTSBURGH,PA
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Senior Benefits Analyst, People Manager, Bilingual Spanish/English
Willis Towers Watson
Pittsburgh, USA
01.2013 - 01.2026
- Successfully managed new client implementations and ongoing benefits administration for salaried and hourly populations, including union and non-union employees. Led end-to-end open enrollment processes for health and welfare plans, including vendor coordination and employee communications. Built and maintained strong client relationships through direct engagement with key stakeholders and decision-makers.
- Analyzed and evaluated employee benefits programs, including medical, dental, vision, life, disability, FSA, HSA, and COBRA options, to support strategic plan design and cost-effective solutions.
- Ensured full compliance with federal regulations, including ERISA, ACA, COBRA, and HIPAA, reducing organizational risk and maintaining audit readiness.
- Served as primary liaison between clients and internal teams, resolving complex benefits issues related to leave of absence, disability, and payroll, contributing to high client satisfaction.
- Managed vendor relationships and invoicing processes, ensuring accurate and timely benefit-related payments.
- Supported clients in developing and delivering annual open enrollment communications, facilitating employee understanding and engagement.
- Performed annual 5500 reporting including collecting data for annual actuarial assessments.
- Built and maintained strong client relationships across a diverse portfolio, contributing to significant account growth, including expansion of a key client from 35,000 to 155,000 employees.
- Mentored and developed team members, strengthening performance, engagement, and decision-making across the group.
Team Lead, Call Center
Willis Towers Watson
Pittsburgh, USA
01.2007 - 01.2013
- Supervised daily operations of Customer Service Representatives, monitoring performance and coaching to enhance service excellence.
- Monitored staff performance and call queue metrics, ensuring achievement of Service Center KPIs and quarterly goals.
- Analyzed call trends and communicated insights to project managers, identifying process improvement opportunities to enhance service delivery.
- Provided technical support to customers, guiding effective use of web-based employee self-service tools and improving user adoption.
Education
Bachelor of Arts - International Relations
BOWLING GREEN STATE UNIVERSITY
Bowling GreenCertification
- Generative AI and Prompt Engineering Essentials, Edureka, 01/01/26
- Google AI Essentials, Google, 01/01/26
Languages
Spanish, fluent (speaking, reading, writing)
Languages
Spanish
Native/ Bilingual
Timeline
Senior Benefits Analyst, People Manager, Bilingual Spanish/English
Willis Towers Watson
01.2013 - 01.2026
Team Lead, Call Center
Willis Towers Watson
01.2007 - 01.2013
Bachelor of Arts - International Relations
BOWLING GREEN STATE UNIVERSITY