Lori Beth Surpin
Bayonne,NJ
Summary
Results-driven Senior Technical Business Analyst with extensive project leadership experience in designing, testing, and implementing reporting processes and interfaces. Skilled in directing IT initiatives and contributing to the planning and implementation of information systems to achieve organizational objectives.
Overview
31
31
years of professional experience
Work History
Manager -Technical Business Analysis
Conduent Business Services, LLC
06.1995 - Current
- Manager of a team of technical Business Analysts across numerous existing clients, as well as new clients for Health & Welfare benefit vendor interfaces
- Lead the overall project as well as provide subject matter expertise to new client implementations for the vendor interface team - which includes; team management, project timelines and ensure the project runs smoothly
- Partner with client stakeholders to manage expectations for successful implementation service delivery of benefits administration, integration with payroll systems and vendor interfaces
- Collaborated with counterparts to review client requirements pre-implementation and developed go-live strategies to ensure successful delivery of vendor interfaces
- Led day-to-day operations of team members, including data review and analysis, issue debugging, translation of business requirements into technical specifications, execution of test plans, and delivery of solution-specific training
- Provided solution support throughout the client implementation lifecycle.
- Led career development, established work priorities, managed performance, and facilitated pay conversations for direct reports.
- Identify training needs and facilitate extensive training
- Developed and maintained process documentation for new and existing processes
Client Services Principal – Team Technical Supervisor
Conduent Business Services, LLC
05.2009 - 09.2018
- Technical Supervisor/Manage onshore and offshore business analysts; Provide training, mentoring and development to enhance skillset of Client Service Analysts
- Managed relationships with clients, third-party vendors, and internal teams to ensure seamless delivery of specific tasks, special projects, and resolution of participant issues.
- Created policies and processes; oversaw analyst adherence to business protocols and coordinated implementation of new vendor interfaces and enhancements for COBRA, Payroll, Medical, Dental, Vision, Life Insurance, FSA, and Health Assessments.
- Managed relationships with clients, third-party vendors, and internal teams to streamline project delivery.
- Define testing matrix and analyze system configuration against requirement documents during implementation
- Provide peer review and approval of all Business Requirement Documents for colleagues
- Handle multiple demands and competing priorities; Ensure on time deliverables high levels of internal and external client satisfaction
- Wrote SQL queries and prepared/edited jobs for data analysis and validation, ensuring accuracy and compliance with requirements.
Senior Systems Business Analyst, HRIS Technical Lead - Operations
Conduent Business Services, LLC
05.2004 - 05.2009
- Managed the production calendar to ensure deliverables were met and executed within the agreed upon time frame
- Led special projects, including ad-hoc client reports/files, system enhancements, and bug research audits/reconciliations
- Managed bi-weekly payroll deductions file, monthly direct billing, direct debit as well as pension deductions for Health & Welfare benefit coverage
- Researched client/participant requests and created complex reports for client and internal needs; including audits and reconciliations
- Oversaw bi-weekly payroll deductions, monthly direct billing, direct debit, and pension deductions for Health & Welfare benefit coverage
- Managed the production calendar to ensure deliverables were met and executed within the agreed upon timeframe
- Held accountable for special projects; ad-hoc client reports/files, system enhancements, bug research audits/reconciliations
- Coordinated offshoring of business processes to improve operational efficiency
Senior Business Analyst – Benefits Outsourcing Implementation
Conduent Business Services, LLC
02.1999 - 04.2004
- Implemented total benefit outsourcing accounts; identified and resolved issues to ensure production readiness before implementation
- Analyzed and interpreted business requirements and technical requirements
- Developed and refined plan specifications requests for HR maintenance system, reports, client interfaces, and plan benefit setup for programming group
- Experience with data mapping, system configuration, debugging and file conversion
- Wrote and edited plan specifications requests for HR Maintenance system, reports, client interfaces and plan benefit setup for programming group
- Created and formatted client task and procedure manuals to enhance clarity and usability
- Wrote, edited and formatted client task & procedure manuals
- Provided system training to ongoing administration group on new client processes
Benefit Administrator – Health & Well-being Administration
Conduent Business Services, LLC
06.1995 - 01.1999
- Functioned as a primary day-to-day contact for HR Solutions corporate clients and performed a specialized function within the business unit
- Administered Health & Welfare plan services for existing clients, handling participant and plan-related transactions such as status changes, disability processing, new hires, employee terminations, severance, COBRA, retirement, and death processing.
- Documented plan policies and procedures relating to ongoing administration of health & welfare benefits
- Conducted daily administrative record keeping, facilitated open enrollment activities, and edited production of payroll and vendor interfaces
- Handled all aspects of Flexible Spending Accounts in compliance with the IRS rules and regulations
- Coordinated client deliverables and ensured alignment with expectations in all aspects of customer service
- Comprehensive understanding of Medical, Dental, Vision, Life, Long-term disability plans and COBRA plans
Education
Business Marketing & Management -
Berkeley College
New York, NYSkills
- Business Analysis
- Requirements Development
- Systems Analysis
- Testing
- Project Management
- Data Management
- Technology Integration
- Ad hoc Reporting
- Stakeholder Engagement
- Opportunity Identification
- Strategic Planning
- Collaboration
- Cross-Functional Teams
- Analytical Skills
- Analysis
- Communication Skills
- Business Relationship Management
- Requirements Definition
- System Analysis
Timeline
Client Services Principal – Team Technical Supervisor
Conduent Business Services, LLC
05.2009 - 09.2018
Senior Systems Business Analyst, HRIS Technical Lead - Operations
Conduent Business Services, LLC
05.2004 - 05.2009
Senior Business Analyst – Benefits Outsourcing Implementation
Conduent Business Services, LLC
02.1999 - 04.2004
Manager -Technical Business Analysis
Conduent Business Services, LLC
06.1995 - Current
Benefit Administrator – Health & Well-being Administration
Conduent Business Services, LLC
06.1995 - 01.1999
Business Marketing & Management -
Berkeley College