Summary
Overview
Work History
Education
Skills
Timeline
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Edwina Sutton

Charlotte,North Carolina

Summary

An inspiring leader who assists with building high performing cross-functional teams to deliver timely and quality results while providing clarity and learning moments to develop staff into effective advisors to the organization.

An accomplished people and results-focused Customer Service professional with experience in outsourcing, customer care services, business operations, payroll and HR administration operations support, data analysis, and quality assurance. Proficient in human capital technology and outsourced benefits administration. I exhibit a proven track record of utilizing expertise and the ability to build trusting relationships to consistently advise senior leadership with strategic solutions to business opportunities. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

20
20
years of professional experience

Work History

Health Client Specialist

ALIGHT
Charlotte, NC
08.2022 - 07.2023
  • Collaborated with client to resolve requests related to project or escalated employee issues
  • Resolved cases and systematic edits for clients’ employees
  • Worked daily with other colleagues, third-party providers, and client contacts to ensure a seamless process delivery
  • Managed own work and communicated status to team
  • Utilized data on proprietary system to perform root cause analysis and trending for continuous improvement opportunities
  • Developed reports utilizing various data extraction tools to meet client plan rules and resolve issues
  • Developed proprietary system for new client project requests based upon complete plan rules
  • Solved systematic issues by analyzing proprietary system to determine gaps in functionality as compared to client plan rules to arrive at root cause of issues
  • Demonstrated quality assurance fundamentals by executing test plans to ensure client plan rules meet systematic specifications
  • Defined plan rules for new client-facing project work
  • Provided creative solutions to continuously improve and optimize client delivery
  • Oversaw and coached others regarding specific projects or processes
  • Led projects utilizing standard project management disciplines
  • Worked globally to ensure the company’s team delivered exceptional service to clients and plan participants
  • Developed ability to deliver feedback to team members as well as accept and apply feedback
  • Engaged in ongoing courses to support continued personal development
  • Owned personal development by requesting new projects.

Senior Customer Care Representative HRBPO and Benefits Specialist-Seasonal Facilitator

ALIGHT
12.2013 - 08.2022
  • Contributed directly to bottom line by successfully participating in Aetna Merger, LOA Project, and Siebel Project
  • Managed quality evaluation
  • Supported temp TM and BI role
  • Led and co-facilitated team huddles and CVSH client specific training
  • Managed incoming calls from clients, employees, HR business partners, and managers, answering questions and sorting out issues relating to healthcare benefits, life and retirement plans, LOA, payroll, WFA, and other human resource related policies and services
  • Worked through various human resource issues such as death benefits processing, compensation, and system access and provided appropriate information to service customer
  • Utilized telephone, email, and E-services channels as well as active listening, probing, play-back, and style-matching skills, to function as first point of contact to all employee human resources inquiries
  • Assessed client needs, responded directly to customer, and accurately processed transactions
  • Possessed in-depth knowledge and understanding of clients' human resources programs, benefits, compensation plans, and payroll administration
  • Worked in challenging environment featuring high volume of calls, requiring quick thinking, effective questioning, and problem-solving abilities
  • Educated managers, employees, and pensioners in all lines of business on benefits, compensation, payroll, and general human resources policies and practices.

Virtual Assistant

RHYTHM UNIVERSAL RECORDS
01.2010 - 01.2015
  • Collaborated with musicians, graphic designers, marketing, public relations, and media personalities to ensure all audiences were accounted for and that all communication was accurate and well targeted
  • Developed strong working relationships across a broad spectrum of business partners and verified plans were on target and collaboration efforts were solid and understood by all
  • Modeled positive team spirit to all team members by displaying genuine willingness to integrate input from others into both communication plans and collateral
  • Guided management of expectations of key stakeholders and audiences
  • Wrote business communications and drafted letters, and altered drafts as needed
  • Provided conceptual development of brochures, promotional materials, programs, media publications, press kits, bios, and any other collateral required for public distribution
  • Ensured communications plans met very high standards of accuracy and appropriateness
  • Managed multiple tasks simultaneously in planning, promotion, and distribution of various projects
  • Coordinated activities for shows, fundraisers, tours, and other public media
  • Discerned and prioritized issues and made executive decisions based on business model.

Implementation Coordinator

WELLS FARGO
01.2011 - 01.2012
  • Implemented treasury management products and services that were moderate to complex in nature
  • Identified and resolved client issues
  • Managed maintenance requests through various delivery channels to ensure optimal delivery of products and services
  • Performed post implementation and conversion updates via pipeline
  • Conducted online research through multiple systems
  • Worked with business partners to ensure excellent client experience by meeting SLAs and customer's expectations
  • Collaborated on special projects as assigned.

Migration Analyst

WELLS FARGO
01.2010 - 01.2011
  • Generated migration documentation customized to customer specifications used by MPMs and TMSC for customer migration activities
  • Accessed various internal systems to validate customer products and services
  • Translated existing products and services to go-to products on migration platforms
  • Populated customer information into documentation templates
  • Ensured highest quality and accurate documentation to customer-facing teammates
  • Managed special projects as assigned.

Migration Advisor

BANK OF AMERICA
01.2009 - 01.2010
  • Provided client education on target service utilizing train-the-trainer methodology
  • Coordinated and administered training sessions on new products and services for clients
  • Migrated treasury clients with more than 2,000 accounts to image services via CDROM, Bank of America Direct, or bulk data
  • Provided ongoing support for transitioning business partners from legacy platform systems to Bank of America system with direct external client contact
  • Acted as project lead for assigned client base for Lockbox implementation initiative
  • Managed end-to-end client transition to target platforms and services
  • Recommended new products and services to new and existing clients.

HR Policy and Procedures Specialist

HEWITT AND ASSOCIATES
01.2008 - 01.2009
  • Performed as part of team that provided quality customer service by helping client candidates, employees, retirees, and others understand and use HR plans accurately and effectively for more than 5,000 clients
  • Functioned as liaison for customer by partnering with employee to resolve complex questions and issues
  • Processed secured online and written request for client employees and HR contacts
  • Processed transactions related to enrollments, payroll requests, and workforce administration processes
  • Collaborated on continuous process improvement activities, including managing inbound and outbound calls.

Pricing Coordinator

BANK OF AMERICA
01.2007 - 01.2008
  • Ensured rate and price information on LPS balanced with published rates
  • Provided accurate overage and underage coding on LPS in accordance with overage and underage policy
  • Updated rate lock information on LPS as noted on update form
  • Communicated pricing issues via email to account executives and properly documenting notepad
  • Updated loan information relating to ACH, banking referral, appraisal, homeowners, attorney, title, HELOC, and BPP information.

Learning Administration Coordinator

HEWITT AND ASSOCIATES
01.2006 - 01.2007
  • Provided daily administration and management of various assignments
  • Prioritized through utilization of multiple systems, including internal and external multi-client applications and Internet services
  • Employed use of multiple access codes across external and internal enterprises
  • Updated employee training records, set up course codes, and created sessions
  • Managed database mailbox interface and database training module for electronically driven or classroom training modalities
  • Interacted and coordinated with client to ensure compliance with contractual obligations and client satisfactions and service level agreements were met

Loan Specialist Assistant-Learning and Development Facilitator

BANK OF AMERICA
01.2004 - 01.2006
  • Provided administrative support to 12 loan specialists
  • Provided orientation, training, and introduction to job and organization for contract and internship employees for consumer real estate division
  • Developed and implemented training tools, including screen shots and narratives
  • Provided one-on-one coaching
  • Updated data and printed reports in loan processing system (LPS) and home focus appraisal
  • Operated in team-lead capacity
  • Provided on-the-job training supervision
  • Maintained relationships with insurance companies and attorney's offices
  • Conducted introductory and follow-up calls to clients.

Education

B.B.A - Business Administration

MONTREAT COLLEGE
Charlotte, North Carolina

Skills

  • COMPUTER SKILLS
  • FCTP-Foundations of Client Technology Program, Databases, People Soft (HRMS), CSPRO, Mainframe Systems, Vendor Applications, Support Tools, SharePoint, WebEx meetings, Microsoft Teams, Virtual Training, Case Management, HCM, HRIS
  • Performance tracking
  • Product knowledge
  • Exceptional communication
  • Decision making
  • Goal setting
  • Interpersonal skills
  • Multitasking capabilities
  • Team collaboration
  • Time management
  • Conflict resolution
  • Problem-solving abilities
  • Relationship building
  • CRM software knowledge
  • Customer service orientation
  • Adaptability
  • Data analysis
  • Attention to detail
  • Strong empathy
  • Quality Control
  • De-Escalation Techniques
  • Call Documentation
  • Needs Assessment
  • Customer Service
  • Computer Skills
  • Customer Relations
  • Data Management
  • Customer Data Confidentiality
  • Inbound Call Management
  • LiveChat Messaging
  • Report Generation
  • Policies and Procedures Adherence
  • Professional Telephone Demeanor
  • Document and Records Management
  • Training Development Aptitude
  • Transaction Processing
  • Customer Retention Strategies
  • Cross-Functional Collaboration
  • Office Equipment Proficiency
  • Complaint Resolution
  • Issue and Complaint Resolution
  • Quality Assurance Controls
  • Understanding Customer Needs
  • Employee Coaching
  • Medical Terminology Knowledge

Timeline

Health Client Specialist

ALIGHT
08.2022 - 07.2023

Senior Customer Care Representative HRBPO and Benefits Specialist-Seasonal Facilitator

ALIGHT
12.2013 - 08.2022

Implementation Coordinator

WELLS FARGO
01.2011 - 01.2012

Virtual Assistant

RHYTHM UNIVERSAL RECORDS
01.2010 - 01.2015

Migration Analyst

WELLS FARGO
01.2010 - 01.2011

Migration Advisor

BANK OF AMERICA
01.2009 - 01.2010

HR Policy and Procedures Specialist

HEWITT AND ASSOCIATES
01.2008 - 01.2009

Pricing Coordinator

BANK OF AMERICA
01.2007 - 01.2008

Learning Administration Coordinator

HEWITT AND ASSOCIATES
01.2006 - 01.2007

Loan Specialist Assistant-Learning and Development Facilitator

BANK OF AMERICA
01.2004 - 01.2006

B.B.A - Business Administration

MONTREAT COLLEGE

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Edwina Sutton