Jennifer Hubbard

• Led successful client onboarding projects, ensuring seamless transition and integration into existing service delivery models.
• Responsible for all aspects of new client onboarding from sales handoff through software implementation and ongoing support.
• Developed and maintained a deep understanding of clients’ data and provider network management workflows to ensure that clients are consistently using the platform to achieve their strategic objectives.
• Developed an understanding of my clients' internal processes for delivering data in a consistent manner and on a regular schedule
• Trained end-users in the features and functionality of the platform.
• Managed a portfolio of clients consisting of health plans and physician/provider groups.
• Conducted regular reviews of client accounts, identifying opportunities for upsells and offering tailored recommendations.
• Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product.

• Was selected from my management to contribute to the company AI learning initiative based on my high level of service and consistency.
• Provided support to ecommerce merchants and business owners for sales tax calculations, reporting, and payments
• Provided exceptional email support with occasional phone and Zoom support sessions as needed
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
• Consistently exceeded performance metrics, including CSAT, accuracy, and productivity goals
• Reviewed and resolved issues with API calls via Postman and Sumo Logic
• Collaborated cross-departmentally to identify ways to increase efficiency and user experience
• Analyzed user feedback to identify trends and implement solutions through internal process documentation, drafting customer communications, and process improvement
• Created self-serve articles for user knowledge base
• Documented user requests, feedback, and system issues in Jira
• Provided troubleshooting and resolved user issues while escalating requests to appropriate teams as needed
• Collected and submitted evidence for customer payment disputes
• Contributed to cross-departmental initiatives to increase communication, implement change, and foster a sense of community among teams

• Provided Tier II Support for all modules within the Alliance HCM Platform - Payroll, Tax, Benefits, HR, Reporting
• Provided excellent customer support to all levels of each client's organization
• Researched and resolved complex client issues
• Worked with clients and federal, state, and local governments to resolve outstanding tax notices, set up new tax accounts, and file all tax forms
• Created reports using application's custom report writer and SQL queries as needed
• Used SQL to analyze customer data and recommend improvements
• Company Subject Matter Expert for FFCRA and CARES Act including Paycheck Protection Program (PPP) and Employee Retention Tax Credits
• Collaborated with engineering and development to drive system updates and enhancements and resolve bugs
• Worked closely with clients via phone, email, live chat, and video to resolve issues in a timely manner
• Entered customer interaction details in SalesForce to track requests, document problems and record solutions offered.
• Created and supported customer Applicant Tracking (ATS), Employee Onboarding, and Benefits Enrollment System

• Managed customer life-cycle post-sale through implementation and into ongoing support
• Coordinated data migration and consolidation efforts.
• Worked with all levels of government officials at city and county levels to address short-term rental impact on their municipality
• Gathered customer requirements for customization of Host Compliance platform
• Create, review, and approve GitHub pull requests
• Managed project timeline to ensure that implementations were completed by specified go-live date
• Built SQL queries to fulfill customer reporting requests and utilized SQL to customize database for customer needs
• Documented and communicated system issues and enhancement requests to development team
• Created external knowledge base articles and internal SOPs

• Managed employee benefit and wellness programs including annual benefits enrollment process
• Analyzed enrollment data to identify process inefficiencies in order to reduce employer costs
• Implemented combined IT and HR shared services call center
• Researched and recommended technological advancements to increase efficiency and reduce human error
• Created employee communications, new hire enrollment guides, and annual enrollment brochures
• Provided support in functional areas of HR

• Delivered dedicated, high-touch customer support to assigned clients, working with client contacts to resolve employee or system issues within SLA requirements
• Delivered high-performance benefit technology systems customized to each client's benefit plan design and requirements
• Created, executed, and maintained accurate and detailed test plans
• Developed, tested, and implemented system enhancements
• Performed quality assurance (QA) testing
• Coordinated data migration and consolidation efforts
• Collected, defined and analyzed business requirements

• Managed all employee health & welfare benefit and retirement plans
• Managed employee leave program
• Maintained compliance with governmental regulations (ERISA, HIPAA, COBRA, FMLA) and agencies (DOL, IRS)
• Oversaw annual open enrollment process including QA testing and implementation of benefit system changes
• Acted as a liaison between field personnel and corporate HR/management regarding employee leave issues

Retirement Benefits Analyst (2012-2014)

• Managed 401(k), pension, and offshore global retirement plans
• Spearheaded data cleanup and reconciliation projects for all company retirement plans
• Educated employees on wellness and retirement benefit options at company wellness events nationwide

HR Systems Analyst: Workforce Reporting and Data Analytics (2008-2011)

• Worked with business intelligence software and various reports to glean insights into trends and prospects
• Led requirements meetings to understand business needs
• Utilized data visualization tools to effectively communicate business insights
• Implemented HR Dashboard to effectively analyst employee data using QlikView BI application
• Created specialized dashboards to monitor performance management, employee learning, and safety KPIs and track improvements in organizational efficiency
• Developed training materials and procedures for all dashboards and provided training to users, including senior executives
• Created custom PeopleSoft queries and reports
• Identified errors, performed root cause analysis, and implemented procedures to prevent further issues
• Identified, analyzed and interpreted trends or patterns in complex data sets
• Extracted and interpreted data patterns to translate findings into actionable outcomes