Deborah Smith
Tallahassee,FL
Summary
Accomplished Implementation Manager with years of proven experience in the employee benefits industry, leveraging knowledge, organization and passion to create and execute solutions that deliver value to the customer. Self directed leader, successful at working in collaborations with sales, product and operational teams and maintaining client satisfaction.
Overview
40
40
years of professional experience
1
1
Certification
Work History
Implementation Manager III
HealthEquity
03.2020 - Current
- Managed multiple simultaneous implementations with minimal supervision, demonstrating strong organizational skills and adaptability.
- Presented project updates to senior leadership, highlighting successes and addressing challenges with proposed solutions, ensuring ongoing support for the implementation team''s efforts.
- Led a diverse team of professionals in successfully completing complex implementations on time and within budget constraints.
- Implemented continuous improvement initiatives that resulted in increased efficiency across various stages of the implementation process.
- Collaborated with cross-functional teams to ensure successful project outcomes, fostering strong relationships within the organization.
- Researched and resolved barriers to successful system functionality, improving support, and issue resolution.
- Enhanced client satisfaction by proactively addressing concerns and providing timely updates on progress.
- Developed comprehensive training materials for new Implementation Managers, improving onboarding efficiency and team cohesion.
- Documented processes to streamline setup, customization and maintenance.
- Troubleshot technical issues during implementations, working closely with IT teams to resolve problems quickly and minimize downtime for clients involved in specific scenarios encountered.
Implementation Manager II
HealthEquity
09.2019 - 02.2020
- Managed multiple simultaneous implementations with minimal supervision, demonstrating strong organizational skills and adaptability.
- Presented project updates to senior leadership, highlighting successes and addressing challenges with proposed solutions, ensuring ongoing support for the implementation team's efforts.
- Oversaw implementation lifecycle processes based on organizational needs, regulatory requirements, and customer demand.
- Facilitated smooth onboarding process for new or transitioning clients by effectively communicating expectations and requirements throughout the implementation/transition period.
- Established effective communication channels between internal teams and external clients to facilitate smooth project execution.
- Collaborated with cross-functional teams to ensure successful project outcomes, fostering strong relationships within the organization.
- Troubleshot technical issues during implementations, working closely with IT teams to resolve problems quickly and minimize downtime for clients involved in specific scenarios encountered.
Implementation Manager II
WageWorks
02.2014 - 08.2019
- Managed multiple simultaneous implementations with minimal supervision, demonstrating strong organizational skills and adaptability.
- Presented project updates to senior leadership, highlighting successes and addressing challenges with proposed solutions, ensuring ongoing support for the implementation team''s efforts.
- Established effective communication channels between internal teams and external clients to facilitate smooth project execution.
- Implemented continuous improvement initiatives that resulted in increased efficiency across various stages of the implementation process.
- Enhanced client satisfaction by proactively addressing concerns and providing timely updates on progress.
Manager, Implementation Services
Fringe Benefits Management Company, a Division of WageWorks
12.2010 - 01.2014
- Managed and oversaw the activities of implementation management professionals to ensure that projects remain on track and aligned with organizational objectives
- Allocated project assignments to best utilize resources, meet project objectives, and deliver quality customer service
- Prepared team goals as aligned with targets/goals established by the division’s leadership team
- Developed and managed procedures, policies or methodologies for effective sales support, project management, and cost containment
- Monitored, assessed, and controlled the team’s operational performance
- Assisted implementation managers with their approach to projects, analysis and technical issues
- Provided support for escalated technical, operational or customer issues, including but not limited to further research of the issue, evaluation of several courses of conduct and follow-up with respective parties to provide effectual resolution within the appropriate scope of authority
- Managed and carried out the personnel actions for a team of implementation services staff, which included hiring and scheduling employees; training and evaluating employees; coaching, counseling and managing performance; and making salary, merit or other pay increase recommendations
- Interfaced with clients and/or internal staff to produce functional specifications, design documents, and other blue prints for the project management for complex or key clients.
- Managed and motivated employees to be productive and engaged in work.
Benefits Continuation Department Manager
FBMC Benefits Management
01.2008 - 12.2010
- Planned, directed and coordinated all programs and activities of the Benefits Continuation Department
- Prepared departmental budget, established fiscal controls, authorized and monitored expenditures
- Conducted on-going quality reviews and evaluations of departmental operations/systems and Company processes; directed continual engineering efforts
- Developed and oversaw implementation of department training programs
- Authorized employment actions affecting department staff including, but not limited to, hires, promotions, transfers, and discipline.
Senior Business Analyst
FBMC Benefits Management
06.1998 - 01.2007
- (Position title was changed in 2006 to more accurately reflect job responsibilities)
- Same responsibilities as below; however, cases are usually complex and non-standard, frequently requiring clarification and resolution of a variety of sensitive issues and concerns.
Management Analyst
FBMC Benefits Management
04.1997 - 06.1998
- Coordinated implementation of client services as defined in Requests for Proposal (“RFP”), responses to RFP, Administrative Agreements, Plan Documents, contracts, or any other authorized documentation of services on a company-wide basis for such cases of low to moderate complexity
- Served as company liaison with client employers’ staff and provider companies’ administrative and system personnel during re-enrollment implementation of established clients or initial implementation of new clients
- Conducted conferences with client and provider staffs in order to identify and define requirements as well as resolve any issues that impeded the implementation process
- Communicated and coordinated, through implementation meetings, completion of special requirements imposed by plan design, clients or provider companies as they pertain to data exchange and administration for existing or new clients
- Clearly documented and communicated the requirements to company staff
- Assisted implementation programmers with development of comprehensive system design for clients
- Documented initial written procedures for plan operation and documentation of services for new clients
Deferred Compensation Team Leader
FBMC Benefits Management
09.1994 - 04.1997
- Trained, supervised and monitored a staff of 5 to 6 employees
- Compiled, organized and analyzed requirements to implement contracts and plan designs and coordinate the implementation of services as defined in the RFP, RFP response, contract, or other documentation of services
- Served as Fringe Benefits Management Company’s liaison with the client and provider companies administrative and systems personnel and conducted conferences to identify and define requirements or resolve any issues that impeded any process
- Assisted with development of comprehensive system design in conjunction with programmers and developed, maintained and updated operating procedure documentation
- Participated in the development of departmental objectives, goals, and standards in accordance with the corporate business plan
- Reviewed employee time sheets for accuracy, performed employee evaluations and interviews for employment.
Deferred Compensation Assistant
FBMC Benefits Management
07.1992 - 09.1994
- Created, maintained, researched and resolved problems related to the reconciliation and balancing of employee contributions, withdrawals, refunds, periodic payments and valuation processing related to a Section 457 Deferred Compensation Plan
- Received, processed, created and distributed files on magnetic tapes to and from client and provider companies
- Provided telephone and written assistance to client and/or provider company systems personnel in the generating or processing of their magnetic tapes.
Deduction Management Account Specialist
FBMC Benefits Management
11.1990 - 07.1992
- Reconciled and resolved discrepancies related to employee and employer-paid benefit salary reductions
- Maintained eligibility and job status in system master files
- Prepared balance sheets and remittance listings for payment to benefit provider companies
- Prepared and submitted weekly status reports.
Clerk Specialist I
Florida Department of Highway Safety
03.1988 - 02.1990
- Received funds and wrioe receipts for walk-in customers requesting various records and reports
- Batched and coded all requests and accompanying revenue and/or receipts for revenue
- Prepared deposit of fees and security deposits
- Prepared, maintained and balanced daily cash and receipts log
- Looked up names and/or drivers license numbers in computer system to obtain necessary information for Financial Responsibility receipts.
Financial Assistant
Super-Lube, Inc.
05.1987 - 12.1987
- Entered commercial account invoice information into computer data base
- Recorded and tallied daily sales information
- Prepared spreadsheets
- Recorded and reported employee hours
- Coded invoices to the proper accounts
- Tracked employee I-9 Employment Verification Forms
- Delivered payroll checks to various store locations.
Receptionist/Secretary/Bookkeeper
Carpet Kicker, Inc.
07.1984 - 04.1987
- Prepared work orders and scheduled jobs for crews of floor covering specialists
- Confirmed appointments, communicated with clients, and updated client records.
- Prepared invoices and maintain accounts payable and receivable ledgers
- Prepared and distributed payroll
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Handled cash transactions and maintained sales and payments records accurately.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered phone promptly and directed incoming calls to correct offices.
Education
High School Diploma - Business AccountingBusiness MathOffice AutomationTyping
Florida State University High School (Florida High)
06.1984
Skills
- Microsoft Office
- Excel
- Word
- PowerPoint
- Outlook
- Teams
- WebEx
- Smartsheet
- RFFlow
- Salesforce Lightning
- 10-key Calculator (by touch)
Accomplishments
- HealthEquity CIS 5 for 5 Award Q1 FY25 for perfect client survey scores
- HealthEquity CIS Peak High 5 - January 2024 for continued high performance through peak season
- HealthEquity Leadership Spot Bonus Award - Dec 2022, Nov 2023
- HealthEquity - Continuous recognition for remarkable service, flawless execution, doing the right thing, making a difference and "just because"
- WageWorks Spotlight Award - April 2016
- Multi-time FBMC award-winner for service above and beyond
- 1994 FBMC Administrative Employee of the Year award winner
- Assigned as FBMC Sr. Business Analyst to company’s top-revenue producing client
Training
- Fundamentals of Successful Project Management, Skillpath Seminars, 01/01/2006
- Microsoft Project 2003 Level 1, CompUSA, 05/01/2007
- Microsoft Project 2003 Level 2, CompUSA, 06/01/2007
Certification
- HSAe - HSA Consulting Services, LLC Issued Sept 2019 - Sept 2022
- Certified in Flexible Compensation (CFC) - Issued Sept 2015 - Sept 2021
Timeline
Implementation Manager III
HealthEquity
03.2020 - Current
Implementation Manager II
HealthEquity
09.2019 - 02.2020
Implementation Manager II
WageWorks
02.2014 - 08.2019
Manager, Implementation Services
Fringe Benefits Management Company, a Division of WageWorks
12.2010 - 01.2014
Benefits Continuation Department Manager
FBMC Benefits Management
01.2008 - 12.2010
Senior Business Analyst
FBMC Benefits Management
06.1998 - 01.2007
Management Analyst
FBMC Benefits Management
04.1997 - 06.1998
Deferred Compensation Team Leader
FBMC Benefits Management
09.1994 - 04.1997
Deferred Compensation Assistant
FBMC Benefits Management
07.1992 - 09.1994
Deduction Management Account Specialist
FBMC Benefits Management
11.1990 - 07.1992
Clerk Specialist I
Florida Department of Highway Safety
03.1988 - 02.1990
Financial Assistant
Super-Lube, Inc.
05.1987 - 12.1987
Receptionist/Secretary/Bookkeeper
Carpet Kicker, Inc.
07.1984 - 04.1987
High School Diploma - Business AccountingBusiness MathOffice AutomationTyping
Florida State University High School (Florida High)