Summary
Overview
Work History
Skills
Timeline
Generic

Keely Erickson

Conroe,TX

Summary

Forward-thinking Manager with comprehensive experience implementing new processes and managing and planning innovations. Bringing outstanding problem-solving and abilities paired with in-depth knowledge of policies and procedures. Polished in evaluating employee performance and overseeing key projects.

Overview

19
19
years of professional experience

Work History

Implementation Domain Manager

Alight Solutions
Virtual
05.2023 - Current
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Delegated work to staff, setting priorities and goals.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Proposed or approved modifications to project plans.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Assigned work and monitored performance of project personnel.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Created and managed budgets for travel, training, and team-building activities.
  • Conducted performance evaluations, providing feedback and coaching for team development.
  • Assigned tasks to associates to fit skill levels and maximize team performance.
  • Directed recruitment, hiring, and training of new staff members.
  • Oversaw daily operations, maintaining efficiency and quality standards.
  • Developed and implemented strategic plans to achieve company objectives.
  • Led a team of 6 employees, ensuring high productivity and excellent customer service.
  • Resolved customer complaints and issues promptly, maintaining a positive brand image.
  • Maintained up-to-date records of employee attendance, payroll information, vacation requests.
  • Scheduled interviews for potential candidates and conducted reference checks prior to hire.
  • Resolved conflicts between employees by providing guidance on company policies and procedures.
  • Coached, mentored and trained team members in order to improve their job performance.
  • Ensured compliance with all applicable laws, regulations, industry standards.
  • Created monthly reports for senior management summarizing operational performance metrics.
  • Conducted performance reviews for team members.
  • Developed and implemented strategies to increase customer satisfaction and loyalty.
  • Provided leadership during times of organizational change or crisis situations.
  • Established processes to ensure efficient workflow throughout the organization.

CBA Health Team Leaders

Alight
Virtual
07.2021 - Current
  • Drove change across the domain/solution by incorporating feedback to improve how teams and internal partners operate, prioritize work, and deliver projects creatively with fixed capacity and high quality while leveraging best practices.
  • Manages broad, organization-wide projects on behalf of solution leadership.
  • Effectively consults with clients on core delivery and new projects.
  • Working with internal partners, identifies and implements improvements to ongoing procedures, relationships, and training.
  • Partnering with leadership, builds talent pipeline across the domain.
  • Organized client meetings to provide project updates.
  • Analyzed company's expenditures and developed financial models.
  • Analyzed key performance indicators to identify effective strategies.
  • Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
  • Implemented strategies to take advantage of new opportunities.
  • Evaluated needs of departments and delegated tasks to optimize overall production.
  • Maintained positive working relationship with fellow staff and management.
  • Fostered a culture of continuous improvement, encouraging innovation and efficiency.
  • Facilitated team meetings to discuss targets, strategies, and address any issues.
  • Managed conflict resolution within the team to maintain a positive work environment.
  • Offered training and support to keep team members motivated and working toward objectives.
  • Maintained open lines of communication with senior management, reporting team progress and challenges.
  • Motivated team members through recognition programs and performance-based incentives.
  • Monitored team workload to prevent burnout and ensure equitable task distribution.
  • Championed the adoption of new technologies to improve team productivity and service delivery.
  • Provided coaching and feedback on employee performance, encouraging professional development.
  • Maintained a positive work environment that promoted collaboration between team members.
  • Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.

CBA Health Senior Client Manager

Alight
Virtual
11.2019 - 07.2021
  • Conducted regular meetings with clients to identify areas of improvement in service delivery.
  • Trained junior staff members on various aspects of client management such as communication techniques, problem resolution skills.
  • Coordinated between multiple departments within the organization to ensure seamless service delivery.
  • Managed multiple projects simultaneously while meeting deadlines and budget requirements.
  • Provided support to internal teams on client-related inquiries, requests, and complaints.
  • Monitored client accounts and identified risks or potential issues in a timely manner.
  • Ensured compliance with industry regulations when dealing with clients' needs or requests.
  • Resolved escalated customer disputes in an efficient manner while maintaining positive relationships with clients.
  • Implemented best practices for data security, privacy protection, and disaster recovery processes.
  • Built and maintained business partnerships and developed new business opportunities to drive competitive growth.

YSA Smart Choice- Client Manager II

Alight
Virtual
08.2019 - 11.2019
  • Managed client accounts, including conducting regular reviews and providing strategic advice.
  • Implemented best practices for addressing customer inquiries efficiently across various channels like email, phone, social media.
  • Provided support to clients during implementation of new products or services.
  • Developed and maintained strong relationships with clients to ensure customer satisfaction.
  • Maintained accurate records of all interactions with customers including emails, phone conversations.
  • Provided complete and accurate client responses for participant and/or processing-related issues that are escalated to senior client contacts (i.e., Director or VP)
  • Integrated operations resources with Customer Service resources to provide seamless participant resolution support, with a focus on participant experience.
  • Managed client performance guarantees and internal SLAs. Able to evaluate system specifications to determine if they meet client and legal requirements. Consulting and negotiating skills. Manages the dynamics of a diverse and virtual team environment. Managing and working within compliance requirements.

CBA Health Client Manager II

AonHewitt/Alight
Virtual
06.2014 - 07.2019
  • Monitored client operations dashboard measures to proactively identify impacts; identifies, plans, and manages process improvement projects to create year-over-year efficiencies in operations.
  • Developed and maintained strong relationships with clients to ensure satisfaction.
  • Resolved customer complaints in a timely manner through effective communication techniques.
  • Managed client accounts, including conducting regular reviews and providing strategic advice.
  • Maintained accurate records of all customer interactions and transactions.
  • Monitored performance metrics such as response times, resolution rates, ensuring adherence to SLAs.
  • Collaborated with internal teams, such as marketing, product development, and finance. To ensure successful delivery of projects within budget constraints.
  • Provided complete and accurate client responses for participant and/or processing-related issues that are escalated to senior client contacts (i.e., Director or VP)
  • Integrated operations resources with Customer Service resources to provide seamless participant resolution support with focus on participant experience
  • Lead contact for all ACA reporting and project management.
  • Built and managed the trusted client partnership, managed client satisfaction.
  • Managed client performance guarantees and internal SLAs.

Client Service Manager

Empyrean Benefit Solutions
Houston, TX
05.2013 - 06.2014
  • Managed and was accountable for client Profit & Loss results.
  • Worked with Director to ensure the accurate recognition and collection of Out-of-Scope revenue and upsell opportunities in support of meeting the Client Service Group's revenue targets.
  • Managed client resource needs and escalates staffing shortages to the Director.
  • Directly manages aligned Business Analysts and is accountable for the performance, growth, and engagement of aligned resources.
  • Held aligned resources accountable for behaviors that support Empyrean's policies and procedures.
  • Built and managed trusted client partnership; manages client satisfaction in conjunction with the implementation manager.
  • Created and maintained client Project Plans, Open Items List, Status Calls, and Correspondence for each implementation.
  • Managed and coordinated the Client Team Business Analyst resources, aligned to an implementation project.
  • Responsible for ensuring that the testing of all new functionality, including the creation of test plans, test population, identification, and execution of test plans, is completed successfully by the aligned resource team.
  • Conducted regular performance reviews with team members in order to identify areas for improvement.
  • Analyzed customer feedback surveys and implemented changes accordingly.
  • Developed and managed client relationships to ensure satisfaction with services provided.
  • Coordinated with internal teams to develop strategies for addressing customer needs in a timely manner.

Connections Client and Carrier Manager

Aon Hewitt
The Woodlands, TX
07.2012 - 05.2013
  • Client Delivery Escalated Support and Project Execution – Partner with the Systems Development and Client Delivery team for creating new processes/technology, Maintain current tools, Design technology solutions to replace manual work, Develop ad hoc, one-off solutions.
  • Consults with the clients, health plans, and internal partners for reporting practices, solutions, scope, and results.
  • Collaborated with key internal HRO partners including Business Operations Manager (BOM), Benefits Service Manager (BSM), Benefits Delivery Manager (BDM), CS, FM, Premium Payments, and Design Consultants Deliver escalation resolution and recovery plans for delivery issues, whether CNNC, client team, client and/or health plan
  • Determined contingency and risk planning. Manages client performance guarantees and internal SLAs. Able to evaluate system specifications to determine if they meet client and legal requirements. Consulting and negotiating skills. Manages the dynamics of a diverse and virtual team environment. Pre-Construction Analysis - Performs gap and/or impact analysis, and delegates, as appropriate, data, foundation, and systems analysis in preparation for service-specific configuration. Documents all carriers' reporting requirements for any change order, which will be used by the Systems Analyst to manage configuration and testing.
  • Acceptance Testing—Manages and defines health plan acceptance testing requirements, including working with the health plan(s) to define test scenarios, questionnaires, timelines, testing environments, and unique processing

CNNC Plan Reporting Team- Benefits Operations Administrator

Aon Hewitt
The Woodlands, TX
10.2007 - 07.2012
  • Researched complex participant benefit issues and formulated resolutions/recommendations by analyzing fact patterns and applying plan provisions and best practices.
  • Manually performs benefit processes and complex calculations that are not automated, requiring plan knowledge, analysis, and interpretation.
  • Identified and recommends a methodology for completing calculations by referencing guidelines and best practices, and validates recommendation with OM or DM for final approval.
  • Generates ad hoc benefits-related reports by writing queries and analyzing data for accuracy.
  • Worked with the Health Plan Reporting Team Operations Manager to recommend process improvements, coaching, and training opportunities that were identified from participant issues, recurring edits, process delays, and quality problems.
  • Design, update, and deliver unit, integration, regression, and acceptance test plans.
  • Coordinate and coach Setup Analysts on the configuration and testing of the technology platform.
  • Assist with the deployment (or migration) of new system updates into the production environment
  • Collaborated Domain Manager and the Benefits Service Manager to clarify requirements.
  • Provided service-specific expertise for data, foundation, and systems analysis in the creation of analysis specifications and incorporate recommended updates to analysis based on review.

Human Resource Specialist

Hewitt
The Woodlands, Texas
09.2005 - 10.2007
  • Direct contact for on-site HR managers to assist with a policy question, federal guidelines of HR policies and procedures, as well as annual and quarterly bonus maintenance.
  • PeopleSoft help desk, verifying errors, and correcting employee records.
  • Anticipate, analyze, and resolve administrative issues.
  • Guide client through 401 (k) mutual funds transfers and reallocation
  • Anticipating, analyzing, and resolving administrative issues with employees, vendors, and customers.

Skills

  • Employer benefits knowledge
  • Client consulting experience
  • Project management ability
  • Communication skills
  • Stakeholder and relationship management
  • Consultation with clients
  • Performance management
  • Change order management
  • Defect management
  • Team management and leadership
  • Training and skill development
  • Continuous improvement
  • Client satisfaction management
  • Operations management
  • Process improvement
  • System specifications evaluation
  • Consulting and negotiating skills
  • Compliance management
  • Virtual team management
  • Reporting practices and solutions
  • Risk planning and management
  • Acceptance testing
  • Health plan reporting requirements
  • Benefit issue resolution
  • Benefit calculations
  • Ad hoc reporting
  • Test plan creation and execution
  • Configuration and testing of technology platform
  • HR policy knowledge
  • Customer service
  • Time Management
  • Performance Evaluations
  • Contract Management
  • Staff Development
  • Team Leadership
  • Negotiation
  • Budget Control
  • Verbal and written communication
  • Policy Implementation
  • Staff Management

Timeline

Implementation Domain Manager

Alight Solutions
05.2023 - Current

CBA Health Team Leaders

Alight
07.2021 - Current

CBA Health Senior Client Manager

Alight
11.2019 - 07.2021

YSA Smart Choice- Client Manager II

Alight
08.2019 - 11.2019

CBA Health Client Manager II

AonHewitt/Alight
06.2014 - 07.2019

Client Service Manager

Empyrean Benefit Solutions
05.2013 - 06.2014

Connections Client and Carrier Manager

Aon Hewitt
07.2012 - 05.2013

CNNC Plan Reporting Team- Benefits Operations Administrator

Aon Hewitt
10.2007 - 07.2012

Human Resource Specialist

Hewitt
09.2005 - 10.2007

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Keely Erickson