Hi, I’m
Laketa Thomas
Fayetteville,TN
Summary
Accomplished Health & Welfare Plan Administrator, adept in benefits administration and fostering client relationships. Leveraged excellent communication and problem-solving skills to achieve significant cost savings and streamline processes. Expert in FMLA/STD/LTD administration, ensuring seamless service delivery and enhanced employee support. Proven track record in improving customer satisfaction and operational efficiency.
Overview
36
years of professional experience
1
Certificate
Work History
Colonial Pipeline Company
Health & Welfare Plan Administrator
08.2012 - 04.2024
Job overview
- Putting the 'Human Back into Human Resources' by providing excellent customer service to all employees.
- Contributed to a positive work environment by promoting teamwork across the organization.
- Emergency Response Humanitarian team member in the event of an emergency.
- Coordination of all FMLA/STD/LTD leaves with vendor, HR Manager, employee's manager and payroll, while providing detailed education and ongoing support to employee during their leave and return to work.
- Recommendations to streamline recordkeeping and tracking systems with the HRIS team for efficient plan administration, and reduction in manual errors in participant records.
- New hire orientation and follow-up with all new employees for benefit questions and enrollment.
- Design comprehensive benefit and wellness training materials with the Communication team employees to increase overall understanding of 'Total Rewards' offered by the organization.
- Achieved cost savings by negotiating favorable contract terms and rate guarantees with vendors and service providers.
- Open Enrollment facilitator collaborating with Broker/Consulting firm on all pre, open and post enrollment communications.
- Schedule all benefit summaries and summary plan description booklets with vendors.
- Prioritize with the HRIS team to implement all vendor rates and plan designs in the HRIS system prior to open enrollment.
- Test HRIS systems for new vendor rates and plan design prior to open enrollment .
- Provide ongoing support for participants during the enrollment process, answering questions about available plans.
- Audit of open enrollment eligibility, HSA and FSA files prior to submitting files to vendor.
- Evaluated vendor performance regularly, holding them accountable to agreed-upon service levels while fostering positive working relationships.
- Demonstrated expertise in interpreting plan documents and regulations, providing guidance to employees and management on complex benefit-related matters.
- Improved overall efficiency by implementing an online enrollment process for employees, reducing paperwork and streamlining administrative tasks.
- Conducted thorough reviews of existing plans, identifying opportunities for improvement based on participant feedback and industry standards.
- Transistion to a new plan provider, ensuring seamless continuation of services for participants.
Prudential Healthcare
Claims and Customer Service Supervisor
03.1990 - 01.2012
Job overview
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
Aetna
Sr. Account Manager
03.1988 - 01.2012
Job overview
- Developed long-lasting client relationships by providing exceptional customer service and support.
- Enhanced communication between departments for more effective problem-solving and collaboration.
- Coordinated efforts across teams to ensure seamless delivery of products and services to clients.
- Provided extensive support in sales, technical and business areas to key accounts.
Education
DeKalb Community CollegeChamblee, GA
No Degree from Business Administration And Management
Skills
- Benefits Administration
- Excellent communication and customer service
- FMLA/STD/LTD Administrator
- Claims Supervisor
- Quality Claims Supervisor/Auditor
- Problem-solving Abilities
- Multitasking
- Attention to Detail
Accomplishments
- Awarded 'Gold Medal' status with Aetna Sales team for cross selling benefit plans and retention of clients.
- Customer service awards and recognition for customer service.
- Received a Presidential Award from Colonial Pipeline in 2013 for providing excellent benefit plan administration and customer service.
- Colonial Pipeline Presidential award was received for extraordinary humanitarian response during the gas explosion on October 31, 2016.
Certification
- SHRM
- Life & Health Insurance License
Additional Information
Empathic, compassionate woman who truly is loyal to the organization, and committed to providing excellent customer service to all employees. A volunteer for food banks and pregnancy clinic.
Timeline
Health & Welfare Plan Administrator
Colonial Pipeline Company
08.2012 - 04.2024
Claims and Customer Service Supervisor
Prudential Healthcare
03.1990 - 01.2012
Sr. Account Manager
Aetna
03.1988 - 01.2012
DeKalb Community College
No Degree from Business Administration And Management
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