Heather Lening
Partner Service Analyst III
Woodstock,GA
Summary
Diligent Partner Service Analyst/ Delivery Manager with proven ability to improve service delivery processes. Adept at implementing solutions that enhance customer satisfaction and operational efficiency. Demonstrated expertise in managing client relations and resolving issues promptly.
Overview
30
30
years of professional experience
Work History
Partner Service Analyst III
HealthEquity
01.2022 - 01.2025
- Company Overview: formerly WageWorks/ ADP
- Enhanced partner service experience, support, and operational excellence by establishing a new role.
- Developed scalable workflows and documentation, laying the foundation for a new service model.
- Exceeded performance expectations, leading to team expansion and new analyst roles.
- Mentored peers and owned processes to improve service delivery.
- Identified service gaps, led root cause investigations, and implemented process improvements to boost client satisfaction.
- Formerly WageWorks/ ADP
Relationship Manager I & II
HealthEquity
01.2017 - 01.2022
- Company Overview: formerly WageWorks/ ADP
- Developed and maintained strategic relationships with high-profile clients, ensuring the delivery of exceptional service quality and achieving high levels of client satisfaction.
- Led comprehensive annual client evaluations and facilitated meetings to proactively address client concerns, thereby optimizing benefit strategies and enhancing overall client engagement.
- Performed detailed root cause analyses in collaboration with internal teams to identify issues and develop effective, sustainable solutions that support organizational objectives.
- Promoted active participation in benefit programs, monitored progress meticulously, and facilitated cross-departmental collaboration, which contributed to client retention and significant business growth.
- Streamlined onboarding procedures resulted in a 30% increase in operational efficiency and maintained an impressive 98% client retention rate over a period of six years.
- Managed a diverse portfolio of over 15 high-value accounts, consistently achieving an annual client satisfaction rate of 97% through dedicated service and strategic account management.
- Formerly WageWorks/ ADP
National Accounts – FSA / COBRA Solution Consultant I, II & III
HealthEquity
01.2011 - 01.2017
- Company Overview: formerly WageWorks/ ADP
- Delivered premium client services, generating revenue exceeding $100K.
- Surpassed case closure and issue resolution benchmarks by over 95%.
- Facilitated live training sessions on Non-Discrimination Testing for teams and clients.
- Achieved promotion through organizational tiers, driven by outstanding survey feedback and a client retention rate of 97%, contributing to revenue growth.
- Recognized as Subject Matter Expert in FSA, Benefits, and Non-Discrimination Testing.
- Formerly WageWorks/ ADP
Major Accounts – Solution Consultant I & II
HealthEquity
01.2007 - 01.2011
- Company Overview: formerly WageWorks/ ADP
- Provided comprehensive onboarding and continuous support services to clients.
- Managed annual enrollment processes, resolved complex issues, and conducted audits efficiently.
- Expert in root cause analysis and project resolution to improve operational efficiency.
- Formerly WageWorks/ ADP
Account Analyst
MetLife
01.2005 - 01.2007
- Managed $20M monthly billing for annuities and investments.
- Processed electronic transfers, fees, and reconciliations.
- Ensured timely vendor payments and account accuracy.
Account Commissions Representative
Canada Life Assurance Company
01.1998 - 01.2005
- Processed commissions, tax forms, and broker disputes.
- Managed policy updates, enrollments, and billing accuracy.
- Reduced suspense account from $18M to $3M through audit initiatives.
Collections Representative
Canada Life Assurance Company
01.1997 - 01.1998
- Collected overdue premiums, reducing balances through persistent outreach.
Premium Deposit Specialist
Canada Life Assurance Company
01.1995 - 01.1997
- Managed billing and expenses, reducing operational costs by over 50%.
Education
Kings College
North CarolinaSkills
Strategic planning
Customer relationship building
Innovation mindset
Industry expertise
Client relationship management
Data analysis
Conflict resolution
Partnership development
Key client relationships
Problem-solving
Time management
Analytical skills
Timeline
Partner Service Analyst III
HealthEquity
01.2022 - 01.2025
Relationship Manager I & II
HealthEquity
01.2017 - 01.2022
National Accounts – FSA / COBRA Solution Consultant I, II & III
HealthEquity
01.2011 - 01.2017
Major Accounts – Solution Consultant I & II
HealthEquity
01.2007 - 01.2011
Account Analyst
MetLife
01.2005 - 01.2007
Account Commissions Representative
Canada Life Assurance Company
01.1998 - 01.2005
Collections Representative
Canada Life Assurance Company
01.1997 - 01.1998
Premium Deposit Specialist
Canada Life Assurance Company
01.1995 - 01.1997
Kings College
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