Diana Bryant
Normangee,TX
Summary
Collaborative individual with expertise in providing exemplary service regarding benefits support. Multitasking Benefits Specialist knowledgeable in state and federal regulations and maintaining employee confidentiality.
Overview
28
28
years of professional experience
Work History
Client Services Lead
Businessolver
09.2021 - 10.2023
- Manage administration of ongoing contract responsibilities for assigned clients
- Conduct needs assessments to identify key areas of service needs.
- Plan and manage legislative updates and compliance, vendor updates, and streamlining processes for efficiency and cost consolidation
- Provide leadership across multiple lines of business to ensure that service is delivered to client with consistent results
- Develop strong relationships both internally and externally to maintain the highest level of communication between organizations
- Provide consultative and strategic service to clients around plan updates, enrollment process and timing and education initiatives
- Manage and maintain enrollment experience in a SaaS environment
- Project manage large initiatives, such as annual enrollment
- Conduct needs assessments to identify key areas of service needs
- Audited benefit programs and agreements to optimize service delivery
- Kept programs in line with plan structure, company policy and legal requirements
- Assessed client requirements and developed targeted benefits solutions.
Benefits Specialist
Questco Companies
02.2021 - 09.2021
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions
- Observed strict procedures to maintain data and plan participant confidentiality
- Checked employees' benefits enrollment for accuracy and input all data into PrismHR.
- Managed 50+ accounts simultaneously.
Service Delivery Manager
Chime Solutions
10.2020 - 01.2021
- Attended staff and client meetings and served as liaison to manage operations for account
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff
- Cultivated effective and positive working relationships with lucrative clients through onboarding, initial training and ongoing support
- Maintained proper staffing levels to guarantee timely and accurate deliveries
- Coordinated new hire recruitment, training and development
- Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars.
Client Services Manager
Empyrean
01.2017 - 09.2017
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients
- Interacted with clients on regular basis to quickly alleviate issues and provide project updates
- Maintained client files with sales contracts, records of client interactions, client notes, and other information
- Performed duties and provided service in accordance with established operating procedures and company policies
- Delivered outstanding service to clients to maintain and extend relationships for future business opportunities
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution
- Scheduled and attended meetings with clients and prospective clients as requested
- Kept stakeholders up-to-date on details pertaining to client projects
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values
- Oversaw open enrollment processes
- Audited benefit programs and agreements to optimize service delivery
- Kept programs in line with plan structure, company policy and legal requirements
- Assessed client requirements and developed targeted benefits solutions
- Expedited benefit delivery by establishing working relationships with benefit providers
- Skilled at working independently and collaboratively in a team environment.
Client Manager
Aon Hewitt
07.2011 - 01.2017
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients
- Interacted with clients on regular basis to quickly alleviate issues and provide project updates
- Maintained client files with sales contracts, records of client interactions, client notes, and other information
- Performed duties and provided service in accordance with established operating procedures and company policies
- Delivered outstanding service to clients to maintain and extend relationships for future business opportunities
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution
- Scheduled and attended meetings with clients and prospective clients as requested
- Kept stakeholders up-to-date on details pertaining to client projects
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values
- Oversaw open enrollment processes
- Audited benefit programs and agreements to optimize service delivery
- Kept programs in line with plan structure, company policy and legal requirements
- Assessed client requirements and developed targeted benefits solutions
- Expedited benefit delivery by establishing working relationships with benefit providers
- Skilled at working independently and collaboratively in a team environment.
HR Coordinator
Oxy
12.2010 - 07.2011
- Responsible for general admin duties in corporate HR for subsidiary of Fortune 500 company
- Prepare monthly report of company headcount, and quarterly report for service awards, performance awards, and various other programs
- Reviewed educational assistance requests, and obtain appropriate approvals
- Maintained personnel files, created and delivered ad-hoc reports as needed
Functional Team Lead
Accenture
12.2007 - 03.2010
- Developed program for improvement of customer/client satisfaction - led to an average increase of 20 points within 3 months
- Trained employees in retirement plan administration, policy and federal requirements
- Responsible for employee development and retention
- Assisted with design and structure of benefit programs in Peoplesoft; setup, planning and testing of complex Open Enrollment structure; design of new benefit events and impact testing
- Planned for and designed needed process steps to ensure smooth Open Enrollment for ~40,000 employees/retirees
Senior HR Administrator, Benefits Lead
DynCorp International
01.2005 - 11.2007
- Maintained, managed and developed database of 14,000 employees' benefits
- Maintained relationship with all vendors to ensure smooth administration and seamless transitions for all employees
- Designed and provided consult on employee communications and education materials to raise awareness of available plans and their benefits
- Built pricing structure to project annual company cost of benefits for each contract and employee class
- Created new pricing model for benefit costs to reflect more accurately the actual cost to the company of employee benefits for proposals and for budget purposes
- Integral in the implementation of online open enrollment for all employees
- Provided training and educational opportunities, managed workloads and provided performance feedback
Customer Service Team Lead
Mercer HR Outsourcing
09.2003 - 12.2004
- Maintained and supervised dedicated CSRs in order to ensure excellent satisfaction while administrating client benefits
- Managed call center processes including call center technology, administration technology, and procedures
- Provided employee growth and development by monitoring employee attendance, productivity and performance
- Scheduled, developed and administered refresher and client specific training programs for new hires and existing staff
- Developed contests and awards that increased employee loyalty and focus
Associate
KPMG, LLP
10.1998 - 05.2003
- Maintained quality mindset and implemented continuous improvements efforts and quality system initiatives to industry requirements
- Managed comprehensive QA initiatives, compliance concerns, audits, and operational processes and procedures within corporate guidelines
- Oversaw QA team members to ensure full understanding of internal procedures and drive effective integration of processes
- Identified and resolved internal process issues
Administrative Assistant
Lockton Dunning Benefits Corporation
02.1996 - 07.1998
- Versatile in various roles/duties as needed to improve office efficiency and productivity
- Liaised across multiple departments to swiftly resolve day-to-day administrative and operational issues
- Attended board meeting, prepared staff events, wrote correspondences, greeted and answered phones daily
- Managed office equipment and communications systems, developed office policies, and coordinated meetings and special events
- Responsible for calendar management, travel arrangements, letter writing, file maintenance, email and phone support
- Handled all incoming calls and inquiries, scheduled appointments, and prepared professional documents for use in board meetings
- Balanced multiple tasks within deadline-driven environments while providing top-level
Skills
- Project Plans
- Communication
- Plan Design
- Open Enrollment
- COBRA
- Benefits Design and Administration
- Teamwork
- Analytical and Critical Thinking
- Problem-Solving
- Cultural Awareness
Timeline
Client Services Lead
Businessolver
09.2021 - 10.2023
Benefits Specialist
Questco Companies
02.2021 - 09.2021
Service Delivery Manager
Chime Solutions
10.2020 - 01.2021
Client Services Manager
Empyrean
01.2017 - 09.2017
Client Manager
Aon Hewitt
07.2011 - 01.2017
HR Coordinator
Oxy
12.2010 - 07.2011
Functional Team Lead
Accenture
12.2007 - 03.2010
Senior HR Administrator, Benefits Lead
DynCorp International
01.2005 - 11.2007
Customer Service Team Lead
Mercer HR Outsourcing
09.2003 - 12.2004
Associate
KPMG, LLP
10.1998 - 05.2003
Administrative Assistant
Lockton Dunning Benefits Corporation
02.1996 - 07.1998