Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Holly Singleton

Argyle,TX

Summary

Knowledgeable leader with solid history of managing teams and driving operational success. Skilled in implementing strategic initiatives that enhance productivity and efficiency. Demonstrated ability in problem-solving and decision-making. Adept at strategic planning, process improvement and fostering a culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.

Overview

13
13
years of professional experience

Work History

Manager, Client Implementation Solutions

HealthEquity
04.2020 - 06.2024
  • Supervised a team of 15 implementation managers for Small Group COBRA implementations, with a total volume of 3000 to 4000 projects per year
  • Promoted to Manager based on performance and merit, where I oversaw a team of three supervisors and 31 individual contributors, managing both COBRA and Healthcare product (HSA/FSA/HRA/Commuter) implementations, with a combined project volume of 8000 per year
  • Ensured key dates and milestones were being met and applicable partner processes were being followed, as well as company and department quality standards and SLA’s
  • Maintained staff by recruiting, interviewing, selecting and training team members
  • Worked with team members to develop personal growth opportunities
  • Communicated job expectations and established strategic goals
  • Developed, coordinated and enforced policies, procedures and productivity standards
  • Coached, counseled and disciplined team members, utilizing multi-step performance management standards
  • Fostered teamwork, unity and engagement among remote team by creating regular team activities
  • Regularly evaluated processes for efficiency; created and updated training and procedural documentation quarterly
  • Maintained quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems and evaluating and recommending system improvements
  • Active in annual review of all departmental processes, procedures and systems to identify possible improvements, which were then created, tested and implemented
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.

Sr. Implementation Manager

WageWorks/HealthEquity
03.2017 - 04.2020
  • Maintained the strategic and national partnerships with whom WageWorks partners to provide COBRA and Reimbursement Account product services and administration
  • Maintained SLA and quality standards based on company, client and partner metrics
  • Managed the projects of multiple implementation managers, ensuring key dates and milestones were being met and applicable partner processes were being followed, as well as company and department quality standards and SLA’s
  • Worked with partner groups to create processes that both satisfy individual partner requirements and internal standard processes, as well as complying with federal regulations
  • Worked with partner groups to educate them on the partnership roles and responsibilities, COBRA requirements, the implementation process and system training
  • Created training documents and provided training for process updates and improvements to team or department staff, as well as periodic refresher training and new hire training
  • Part of core team to create standardization of processes for partnership accounts, creating more efficiencies and improved service; many of these processes were then adopted and deployed by other teams
  • Weekly and monthly reporting for partnership leadership meetings
  • Escalation point for both partners and their clients
  • Onboarded of new partner groups
  • Attended sales finalist meetings as a subject matter expert for COBRA and the implementation process
  • Attended annual review meetings with partner groups
  • COBRA Administration Specialist, ECFC certified; Six Sigma White Belt certified; Certified HSA Expert, HSAe

Implementation Manager

WageWorks
08.2014 - 03.2017
  • Implementation of FSA/HRA/HSA, managing multiple projects simultaneously
  • Implementation of COBRA/DIRECT BILL new business for Strategic Partnerships, managing multiple projects simultaneously
  • Worked with client and sales to ensure new business paperwork is complete
  • Assisted clients with understanding each product to ensure all needs were met and all options offered
  • Ensured clients had proper training with website and had all questions answered fully
  • Maintained client relationship both before and after transition to ensure full satisfaction
  • Partnered with internal departments to ensure accurate and timely setup of client accounts

Participant Services

WageWorks
08.2011 - 08.2014
  • In high-volume inbound call center, assisted participants and callers with COBRA and reimbursement account general inquiries or problem resolution, primarily for 'special accounts,' which is comprised of more sensitive and high-touch clients
  • Worked with Written Correspondence and Eligibility departments, assisting with overflow workload
  • Promoted to Team Lead for Special Accounts Team based on merit and performance
  • Escalation point for participant issues
  • Performed call quality monitors for team
  • Maintained SLA and quality standards

Education

High School Diploma -

Sam Houston High School
Arlington, TX

Skills

  • Team Leadership
  • Time Management
  • Verbal and written communication
  • Complex Problem-Solving
  • Staff Training and Development
  • Staff Management
  • Strategic Planning
  • Project Management

References

Available upon request

Timeline

Manager, Client Implementation Solutions

HealthEquity
04.2020 - 06.2024

Sr. Implementation Manager

WageWorks/HealthEquity
03.2017 - 04.2020

Implementation Manager

WageWorks
08.2014 - 03.2017

Participant Services

WageWorks
08.2011 - 08.2014

High School Diploma -

Sam Houston High School
Holly Singleton