LISA HIGHTOWER
Memphis,TN
Summary
Results-driven experienced in structuring programs and administering benefits in fair and equitable fashion. Diplomatic, articulate and decisive with capability to build and develop productive relationships with internal and external stakeholders. Desiring to offer expertise in field and excellent judgment to challenging role.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Lead Benefits Coordinator
CITY OF MEMPHIS
08.2014 - Current
- Supervise daily benefits functions with a team of 8 employees, both remote and in office
- Assist with vendor management to resolve employee issues/concerns
- Manage all health and welfare plans including flexible spending accounts for 8000+ employees (Active/Retirees)
- Assist with design of benefits communication pieces for open enrollment and education throughout the plan year
- Responsible for communication, collection input and accuracy of all employee personal and benefits data, personal changes, updates and terminations
- Ensure employee benefit elections are accurately entered in a timely manner.
- Coordinated and managed all aspects of annual benefit plan renewals-ensuring a seamless transition for employees while minimizing disruption to ongoing operations.
- Assisted in the design of wellness program initiatives-fostering a culture focused on preventative care measures leading towards increased overall well-being among staff members.
Sr Benefits Analyst
CITY OF MEMPHIS
08.2021 - 09.2023
- Managed all health and welfare plans including flexible spending accounts for 4000+ employees
- Assisted with design of benefits communication pieces for open enrollment and education throughout the plan year
- Responsible for communication, collection input and accuracy of all employee personal and benefits data, personal changes, updates and terminations
- Ensured that all personal files comply based on company policy and legal requirements
- Ensured employee benefit elections are accurately entered in a timely manner.
Benefits Analyst
CITY OF MEMPHIS
03.2016 - 08.2021
- Performed functions and tasks relating to the enrollment and orientation of employees/retirees into the City of Memphis benefits programs
- Processed, entered and maintained new and current employees/retiree enrollment information
- Resolved problems and answered questions for employees/retirees, third party vendors or insurance carriers
- Scanned and maintained all documents sent and received into employee/retiree computer files using application extender.
- Collaborated with HR team to design and administer annual benefits open enrollment events, leading to a smooth process for all employees.
- Provided expert guidance to employees during life events impacting their benefits eligibility or coverage needs, ensuring seamless transitions.
- Enhanced employee satisfaction with benefits packages by streamlining enrollment processes and providing personalized support.
Customer Service Administrative Specialist
CITY OF MEMPHIS
10.2015 - 03.2016
- Provided advanced customer service, administrative support, and data maintenance duties
- Served as liaison for the Office of Community Affairs to all internal and external customers including: greeting and directing visitors, answering and screening telephone calls, and directing callers to appropriate individuals
- Provided information regarding Community Affairs services to the public
- Monitored and reviewed contracts and coordinate with Accounts Payable to process payments for vendors.
- Improved customer satisfaction with prompt and professional responses to inquiries and concerns.
- Minimized errors in documentation through meticulous proofreading, editing, formatting skills.
- Expedited project completion times by effectively prioritizing tasks based on deadlines and resource availability.
Employment Specialist
CITY OF MEMPHIS
01.2015 - 10.2015
- Maintained and managed resume database
- Updated candidates’ profile, sourcing and tracking
- Scheduled appointments to complete pre-employment paperwork
- Submitted background request and drug testing
- Sent ready for hire notices to hiring managers
- Delivered superior quality employment services to candidates and employers.
- Forged relationships with employers to gain insight into job openings and career opportunities.
- Tracked client progress through detailed case notes and regular follow-ups, ensuring efficient service delivery.
- Maintained records of consumer employment activity such as potential and current employers.
Benefits Specialist
CITY OF MEMPHIS
08.2014 - 01.2015
- Performed functions and tasks relating to the enrollment and orientation of employees/retirees into the City of Memphis benefits programs
- Processed, entered and maintained new and current employees/retiree’s enrollment information
- Resolved problems and answered questions for employees/retirees, third party vendors or insurance carriers
- Scanned and maintained all documents sent and received into employee/retiree’s computer files.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
- Assisted in resolving complex benefits issues, leading to increased employee satisfaction and retention rates.
- Trained new team members in policies and procedures and offered insight into best ways to manage job tasks and duties.
Education
BS - Organizational Leadership -
University of Memphis
Memphis, TN08.2024
Skills
- Employee Relations
- Communication
- Teamwork
- Oracle Fusion systems
- Microsoft office
- New employee orientations
- Certified Notary of TN
Certification
SHRM Senior Certified Professional (SHRM-SCP), July 2024
Timeline
Sr Benefits Analyst
CITY OF MEMPHIS
08.2021 - 09.2023
Benefits Analyst
CITY OF MEMPHIS
03.2016 - 08.2021
Customer Service Administrative Specialist
CITY OF MEMPHIS
10.2015 - 03.2016
Employment Specialist
CITY OF MEMPHIS
01.2015 - 10.2015
Lead Benefits Coordinator
CITY OF MEMPHIS
08.2014 - Current
Benefits Specialist
CITY OF MEMPHIS
08.2014 - 01.2015
BS - Organizational Leadership -
University of Memphis
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