Dawn Lewis
Willingboro,NJ
Summary
Proficient operations supervisor that maintains a productive and effective unit. Utilizes team-building and interpersonal skills to ensure staff’s hardworking abilities benefit the employer and be of service to others.
Business management professional with history of leading productive teams and optimizing operational workflows. Known for adapting efficiently in diverse environments. Skilled in strategic planning, resource management, and effective communication.
Overview
24
24
years of professional experience
Work History
Supervising Pensions Benefits Specialist
State of New Jersey, Department of Treasury, Division of Pensions and Benefits
05.2019 - Current
- Manage the day to day operations of the disability review unit
- Disability review unit is comprised of employees that review and evaluate information for the Board of Trustees to determine the eligibility of members applying for disability benefits
- Ensure accurate calculations of disability retirement benefits for members that are enrolled within the various State of New Jersey administered pension funds
- Ensure that the unit is operating productively by providing adequate staffing to meet the needs of the Retirements Bureau
- Handle attendance and personal issues within the unit
- Prepare and evaluate employee’s work standards through individual performance assessment reviews
- Use a high level of expertise and knowledge to assist with handling members’ complex, honorable service, off payroll for more than two years, did not leave employment due to a disability, administrative denials cases, and/or other disability related eligibility issues
- Resolve escalated issues by coordinating with management and/or other employees within various operating sections
- Follow up with members, employers, and/or other interested parties either through telephone, email, or written correspondence
- Written correspondence consists of researching procedures and guidelines for current and new legislation, verifying New Jersey statues, administrative codes, years of service, and estimated retirement dates
- Jointly with supervisory Death Claims staff, assist in preparing disability active and/or retired cases for the Board of Trustees to render decisions for their the respective pension fund agenda meetings
- In conjunction with the Management Information Services (MIS) unit, inform and assist in resolving escalated computer and retirement applications issues
- Work directly with the Independent Medical Evaluation vendor and the Medical Review Board to ensure that all reports contain the required information necessary for the board of trustees for all pension funds to review and make determinations
- Also coordinate with the Fiscal Department to ensure that payments for authorized services have been properly disbursed in a timely manner
- Comprise monthly statistical reports of the disability review unit’s operations
- Reports are for the usage of the Director’s and Treasure Offices, Assistant Director of Pension Operations, and Chief of Retirements
Pensions Benefits Specialist #3, Supervisor
State of New Jersey, Department of Treasury, Division of Pensions and Benefits
11.2016 - 04.2019
- Delegate work efforts amongst calculation unit
- Calculation unit is comprised of employees that calculate retirement benefits for members that are enrolled within the various State of New Jersey administered pension funds
- Ensure that the unit is operating productively by providing adequate staffing to meet the needs of the Retirements Bureau
- Handle attendance and personal issues within the unit
- Prepare and evaluate employee’s work standards through individual performance assessment reviews
- Use a high level of expertise and knowledge to assist with handling complex retirement calculations, honorable service cases, external audit and Board actions relating to non bonafide retirements, return to employment cases, incarceration cases, and administrative denials cases
- Resolve escalated issues by coordinating with management and/or other employees within various operating sections
- Follow up with the client and/or employer either through telephone, email, or written correspondence
- Written correspondence consists of researching procedures and guidelines for current and new legislation, verifying New Jersey statues, administrative codes, years of service, and estimated retirement dates
- Respond to escalated Siebel request through the Client Services liaison
- Siebel is used to track client inquiries regarding pension information
Acting Supervising Pensions Benefits Specialist
State of New Jersey, Department of Treasury, Division of Pensions and Benefits
06.2001 - 11.2016
- Managed the day to day operations of the call center
- Delegated work efforts, handled attendance, and personal issues amongst team leaders and/or telephone counselors
- Prepared and evaluated assigned team leaders’ work standards through individual performance assessment reviews
- Ensured that the call center was operating productively by providing adequate staffing to meet the needs of the call center
- Resolved escalated issues by coordinating with management within the various operating sections
- Followed up with the client either through telephone, or written correspondence
- Written correspondence consists of researching procedures and guidelines for current and new legislation, providing detail pension information for divorce proceedings, verifying New Jersey statues, administrative codes, health benefit laws, years of service, pension enrollment dates, and estimated retirement dates
- Provide assistance with Siebel to telephone counselors
- On a daily basis, monitor the influx of incoming calls through the Avaya Call Management System
- This system assesses the volume of incoming calls and disperse the calls to the appropriate areas for phone counselors to meet the needs of clients
- Responsible for handling troubleshooting issues by working with our technical staff
- Monitor daily calls for quality assurance by self-observing team leaders and/or phone counselors through the NICE system
- NICE evaluates calls for accuracy of the information that is provided by phone counselors and/or team leaders
- Evaluations are done for each call for review and training purposes
- Help comprise monthly statistical reports of the call center’s operations
- Reports are for the usage of the Director’s and Treasure Offices
Pensions Benefits Specialist #3
State of New Jersey, Department of Treasury, Division of Pensions and Benefits
01.2012 - 09.2015
- Primary Function: Team Leader
Pensions Benefits Specialist #2
State of New Jersey, Department of Treasury, Division of Pensions and Benefits
07.2005 - 01.2011
- Primary Functions: Outpost Liaison for Operating Sections
- Beneficiary Services, Death Claims
- Loans
- Withdrawals
- Retirements
- Health Benefits
- Enrollments, Adjustments, Purchases
- MBOS
Pensions Benefits Specialist #1
State of New Jersey, Department of Treasury, Division of Pensions and Benefits
12.2001 - 07.2005
Pensions Benefits Specialist Trainee
State of New Jersey, Department of Treasury, Division of Pensions and Benefits
06.2001 - 12.2001
Education
Bachelor of Science - Business Administration, Management
Johnson C. Smith University
Skills
- Word
- Moveit
- Share Point
- Siebel
- Excel
- Adobe
Timeline
Supervising Pensions Benefits Specialist
State of New Jersey, Department of Treasury, Division of Pensions and Benefits
05.2019 - Current
Pensions Benefits Specialist #3, Supervisor
State of New Jersey, Department of Treasury, Division of Pensions and Benefits
11.2016 - 04.2019
Pensions Benefits Specialist #3
State of New Jersey, Department of Treasury, Division of Pensions and Benefits
01.2012 - 09.2015
Pensions Benefits Specialist #2
State of New Jersey, Department of Treasury, Division of Pensions and Benefits
07.2005 - 01.2011
Pensions Benefits Specialist #1
State of New Jersey, Department of Treasury, Division of Pensions and Benefits
12.2001 - 07.2005
Acting Supervising Pensions Benefits Specialist
State of New Jersey, Department of Treasury, Division of Pensions and Benefits
06.2001 - 11.2016
Pensions Benefits Specialist Trainee
State of New Jersey, Department of Treasury, Division of Pensions and Benefits
06.2001 - 12.2001
Bachelor of Science - Business Administration, Management
Johnson C. Smith University
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