Summary
Overview
Work History
Education
Skills
References
Volunteer Experience
Timeline
Generic
Holly Chaffee

Holly Chaffee

Quinlan

Summary

Dynamic Senior Analyst with over 15 years of expertise in Benefits Administration, consistently enhancing operational efficiency through strategic process improvements and impactful leadership.

Adept at fostering team development and delivering actionable insights, leveraging exceptional analytical skills and emotional intelligence to drive results.

Overview

19
19
years of professional experience

Work History

Senior Analyst

TELUS Health
Canton
06.2019 - Current
  • Serve as the subject matter expert in all areas of Health & Welfare (H&W) benefits, overseeing plan design, compliance, vendor partnerships, and system configurations across medical, dental, vision, life, disability, and supplemental offerings.
  • Lead full-cycle open enrollment, from strategy and communications to system testing, vendor coordination, and post-enrollment analysis.
  • Manage key vendor relationships, ensuring timely resolution of escalated issues, performance monitoring, and adherence to contract requirements.
  • Interpret and apply federal, state, and local compliance regulations (ACA, HIPAA, COBRA, ERISA, FMLA); oversee annual ACA 1095-C reporting and partner with legal on regulatory updates.
  • Analyze plan performance and trends to support cost-containment strategies and deliver actionable insights to senior leadership.
  • Monitor benefit billing and reconciliations, including self-billed and list-billed invoices, retro adjustments, and funding accuracy.
  • Lead cross-functional initiatives, including new vendor implementations, wellness program rollouts, and leave-of-absence process improvements.
  • Partner with HR, Payroll, Legal, and Finance to align benefit processes, reduce risk, and streamline compliance workflows.
  • Assist India team members on systems, regulations, and best practices, contributing to their development and team capability-building.
  • Drive operational efficiency by identifying opportunities for automation, improving documentation, and standardizing benefit processes.
  • Manager: Linda Pringle
  • Salary: $66,892.76

Corporate Benefit Analyst

Neiman Marcus
Dallas
10.2016 - 07.2019
  • Educates and encourages employees to participate in various benefit plans and programs to positively impact
  • Lead the administration of health, welfare, and retirement benefit programs, ensuring compliance with ERISA, HIPAA, ACA, and state-specific laws (e.g., Hawaii Prepaid Health Care Act, SF City Option).
  • Provide high-level support for escalated employee benefit cases, LOA processing, pension calculations, and complex appeals; partner closely with HR managers and third-party vendors to resolve issues and improve outcomes.
  • Spearhead multiple large-scale implementations (e.g., OneExchange, Alight/Aon) by overseeing system testing, configuration, and data migration to ensure a seamless transition.
  • Create and optimize databases, Excel macros, and reporting tools to improve operational efficiency; manage vendor billing, wire/ACH funding, and monthly reconciliations exceeding $1M.
  • Drive benefit compliance activities, including 5500 filings, discrimination testing, PCORI submissions, and CMS.gov reporting.
  • Manage benefits portal updates, documentation, and configuration requirements to support ongoing plan accuracy and employee access.
  • Lead employee engagement initiatives through benefit orientations, communication campaigns, and executive presentations focused on health, wellness, and financial literacy.
  • Administer and reconcile 401(k), HSA, EAP, commuter, educational assistance, and scholarship programs; maintain strong vendor and stakeholder relationships across the organization.
  • Work Verification: 1(800) 660-3399 (Code 15918)
  • Manager: Rebecca McNeal
  • Salary: $65,000

Benefits Administration Team Lead

Mercer HR Services
Dallas
08.2013 - 10.2016
  • Oversaw daily operations of the contact center with a strong focus on policy compliance, efficiency, and HIPAA regulations.
  • Delivered leadership and supervision to benefits administration teams (Health & Welfare, Pension), aligning with organizational values and service standards.
  • Monitored workload distribution, productivity, and quality to ensure performance targets and compliance benchmarks were consistently met.
  • Managed staff development through coaching, goal setting, training, and performance evaluations; approved timecards and ensured payroll accuracy.
  • Analyzed and optimized workflows, staffing, and tools to increase operational efficiency and reduce costs.
  • Developed and enforced internal systems and procedures to align with client requirements, industry regulations, and company policies.
  • Contributed to departmental budgeting and monitored expenses to maintain operations within financial guidelines.
  • Directed and supported projects from planning through execution to align with strategic goals and client expectations.
  • Fostered strong communication and relationships with staff, clients, government agencies, unions, attorneys, and consultants.
  • Acted as primary escalation point for client issues, plan changes, and high-priority concerns.
  • Participated in client presentations, benefit fairs, and onboarding of new clients; contributed to sales and retention efforts.
  • Ensured full compliance with HIPAA and regulatory requirements while training staff on proper procedures.
  • Maintained subject matter expertise on benefit plans and led knowledge-sharing efforts across the team.
  • Served as liaison between clients and the company, providing strategic solutions and driving client satisfaction.
  • Managed IT support needs, addressed system issues, and coordinated resolutions with the technical support team.
  • Manager: Michael Routen
  • Salary: $55,000

Direct Care Staff

Lakes Regional MHMR
Terrell
10.2012 - 08.2013
  • Delivered compassionate care for developmentally disabled and physically challenged adults under RN supervision.
  • Administered medications safely under nurse delegation, ensuring awareness of side effects, interactions, and allergies.
  • Supported behavior modification plans through reinforcement, de-escalation, and consistent documentation of patient behavior and progress.
  • Assisted patients in developing life skills, setting personal goals, and achieving greater independence in daily living.
  • Maintained accurate electronic records for billing and physician updates, including incident and behavioral reports.
  • Communicated professionally with interdisciplinary teams including psychiatrists and therapists.
  • Complied with all HIPAA and patient privacy regulations.
  • Manager: Terra Turner (469) 404-7584
  • Salary: $9.00 hour

Direct Care Staff

Champion Services
Grapevine
06.2009 - 06.2012
  • Provided daily care and support to individuals with developmental and physical disabilities in a supervised setting.
  • Assisted with medication administration, behavioral support, and implementation of personalized treatment plans.
  • Promoted patient development through guided activities, personal care assistance, and social skills coaching.
  • Ensured detailed documentation of patient behavior, progress, and medical needs for state and physician reporting.
  • Collaborated regularly with healthcare providers to align patient care with clinical goals.
  • Followed strict HIPAA guidelines and internal policies to safeguard patient information.
  • Manager: Shannon Wilks (682) 323-9199
  • Salary: $10.00 hour

Benefits Administration Supervisor

Mercer HR Services
Dallas
09.2006 - 07.2009
  • Supervised a team of 25+ agents supporting inbound/outbound calls, chats, and emails regarding defined contribution, defined benefit, and health & welfare plans.
  • Delivered high-level customer service and accurate benefits guidance while ensuring HIPAA compliance and timely resolution of participant inquiries.
  • Monitored agent performance through call/chat/email evaluations, coaching, and quality assurance to ensure adherence to service standards and first-contact resolution.
  • Conducted regular training sessions, created training materials, and led client-specific onboarding to enhance team product knowledge and service delivery.
  • Managed daily operations including scheduling, attendance tracking, staffing adjustments, and workload balancing to maintain service level targets.
  • Led hiring, interviewing, and employee lifecycle tasks, including performance evaluations, coaching plans, and terminations when necessary.
  • Calculated and awarded quarterly bonuses based on KPIs and conducted one-on-one reviews to support ongoing employee development.
  • Collaborated with cross-functional teams and management to address escalated issues, streamline workflows, and improve customer experience.
  • Maintained and updated client databases, coordinated supply orders, and facilitated equipment maintenance to support team operations.
  • Fostered a positive, performance-driven culture through proactive coaching, motivation, and accountability.
  • Manager: Winnie Fountain
  • Salary: $40,000

Education

Richland Community College
Dallas, TX
01.2012

High School Diploma -

Chalmer McIntyre Christian High School
Apache Junction, AZ

Certificate in Medical Assisting - Back Office

Regional Occupational Program
Santa Ana, CA

Skills

  • 15 years of experience in team leadership, operations management, and project oversight
  • Proven strength in customer service excellence and client relationship management
  • Skilled in quality control, data integrity, and continuous process improvement initiatives
  • Strong leadership and coaching abilities; adept at recruiting, training, and motivating high-performing teams
  • Accomplished change leader with a resilient, adaptable mindset and a focus on results
  • High emotional intelligence with a behavioral health background, enabling empathetic and effective employee support and development
  • Exceptional written and verbal communication skills with a focus on collaboration and team engagement
  • Excellent judgment, analytical thinking, and problem-solving capabilities
  • Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) and internal CRM/ticketing systems
  • Hands-on leader who leads by example—committed to fostering individual strengths and guiding team members through mentorship and growth opportunities

References

Available upon request.

Volunteer Experience

  • The Arc of Dallas, Volunteer Advocate, 2006, Present, Advocate for the rights, inclusion, and opportunities of individuals with intellectual and developmental disabilities. Provide ongoing support through community outreach, education, and event participation.
  • Genesis Women’s Shelter, Volunteer Support Staff, 2013, 2016, Assisted with crisis intervention support, resource coordination, and community events for women and children impacted by domestic violence.
  • Dallas Children’s Advocacy Center, Volunteer Advocate, 2016, 2019, Supported case management teams and helped raise awareness for child abuse prevention and survivor support programs.
  • Dallas Community Center, Event & Outreach Volunteer, 2017, Participated in advocacy efforts, educational programming, and community awareness events to support underserved populations.

Timeline

Senior Analyst

TELUS Health
06.2019 - Current

Corporate Benefit Analyst

Neiman Marcus
10.2016 - 07.2019

Benefits Administration Team Lead

Mercer HR Services
08.2013 - 10.2016

Direct Care Staff

Lakes Regional MHMR
10.2012 - 08.2013

Direct Care Staff

Champion Services
06.2009 - 06.2012

Benefits Administration Supervisor

Mercer HR Services
09.2006 - 07.2009

Richland Community College

High School Diploma -

Chalmer McIntyre Christian High School

Certificate in Medical Assisting - Back Office

Regional Occupational Program

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