Summary
Overview
Work History
Education
Skills
Timeline
Generic

Mellissa Maestas

Melissa,Texas

Summary

Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.

Overview

29
29
years of professional experience

Work History

PROJECT MANAGER

WTW
05.2018 - Current
  • Responsible for managing and building strong partnerships with clients
  • Direct oversight of overall health and benefit administration for assigned clients
  • Manage and monitor project plans across all workstreams supporting health and benefit delivery, including open enrollment
  • Consult and partner with clients on solutions to benefit issues based on best practices
  • Communicate project status to clients, facilitate quarterly business reviews, open enrollment debriefs and status calls
  • Manage monthly client billing, identification and pricing of out-of-scope projects
  • Monitor and ensure service level agreements are met or exceeded
  • Assist with revenue, resource forecasting and contract renewals for clients
  • Develop and manage team members through training, mentoring, performance reviews and regular check-ins
  • Actively participate in screening and interviewing new candidates with oversight of onboarding process
  • Awarded 2019 People Manager of the Year.
  • Communicated project plans and progress to key stakeholders and project contributors.
  • Partnered with project team members to identify and quickly address problems.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.

OPERATIONS MANAGER

Mercer
01.2014 - 05.2018
  • Responsible for health and benefit delivery of five large market clients with oversight for both onshore and offshore resource allocation which included hiring, mentoring and management of analysts and team leaders
  • Managed several internal initiatives such as transitioning of processing to offshore teams, participant facing system upgrades and new products that captured staff allocation and utilization
  • Responsible for ensuring documentation and maintenance of processing guides, requirements and trackers were accurate and updated timely
  • Identified, developed and monitored several process improvements
  • Closely monitored and managed team to ensure contractual service level agreements were met or exceeded, along with monitoring client satisfaction
  • Responsible for out of scope proposals, client billing and contract management/renewals
  • Participated in the sales process for pension and health administration for new and existing clients, including defining service level agreements and scope of work
  • Created spreadsheets and updated other company software used to automate benefit calculations, special pension benefit projects and expected results for health and benefit eligibility.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Increased profit by streamlining operations.
  • Analyzed and reported on key performance metrics to senior management.
  • Trained and guided team members to maintain high productivity and performance metrics.

Sr. Client Services Team Leader

Mercer
03.2006 - 01.2014
  • Responsible for health and benefit delivery of five large market clients with oversight for both onshore and offshore resource allocation which included hiring, mentoring and management of analysts and team leaders
  • Managed several internal initiatives such as transitioning of processing to offshore teams, participant facing system upgrades and new products that captured staff allocation and utilization
  • Responsible for ensuring documentation and maintenance of processing guides, requirements and trackers were accurate and updated timely
  • Identified, developed and monitored several process improvements
  • Closely monitored and managed team to ensure contractual service level agreements were met or exceeded, along with monitoring client satisfaction
  • Responsible for out of scope proposals, client billing and contract management/renewals
  • Participated in the sales process for pension and health administration for new and existing clients, including defining service level agreements and scope of work
  • Created spreadsheets and updated other company software used to automate benefit calculations, special pension benefit projects and expected results for health and benefit eligibility.

Client Services Team Leader

Mercer
11.2000 - 03.2006
  • Responsible for health and benefit delivery of five large market clients with oversight for both onshore and offshore resource allocation which included hiring, mentoring and management of analysts and team leaders
  • Managed several internal initiatives such as transitioning of processing to offshore teams, participant facing system upgrades and new products that captured staff allocation and utilization
  • Responsible for ensuring documentation and maintenance of processing guides, requirements and trackers were accurate and updated timely
  • Identified, developed and monitored several process improvements
  • Closely monitored and managed team to ensure contractual service level agreements were met or exceeded, along with monitoring client satisfaction
  • Responsible for out of scope proposals, client billing and contract management/renewals
  • Participated in the sales process for pension and health administration for new and existing clients, including defining service level agreements and scope of work
  • Created spreadsheets and updated other company software used to automate benefit calculations, special pension benefit projects and expected results for health and benefit eligibility.

Actuarial Analyst

PwC
05.1999 - 11.2000
  • Partnered with client to document business requirements and pension plan administration needs
  • Converted data files to company specifications, programmed spreadsheets and company software for benefit calculations, special projects and actuarial valuations
  • Executed ERISA actuarial valuations, FAS 87 Expense and FAS 88 reports
  • Executed/provided studies on acquisitions, mergers and cash balance conversions.
  • Collected, analyzed and reviewed required reporting forms and corresponded with internal sources on compliance and legislation.

Benefit Analyst

Mercer
05.1995 - 05.1999
  • Explained benefits to plan participants in easy to understand terms in order to educate each on available options.

Education

Bachelor of Science - Mathematics

The University of Texas At Dallas
Richardson, TX
05.2006

Skills

  • Technical knowledge of benefit systems and procedures
  • Management of multiple operational functions on top of day-to-day administration
  • Mentoring and managing employees including both staff and managers
  • Building strong partnerships with both external and internal clients
  • Productivity Improvement
  • Financial Administration
  • Procedure Development
  • Root Cause Analysis
  • Data Analysis
  • Cost Control
  • Contract Management
  • Project Planning
  • Performance Improvements
  • Technical understanding
  • Project scope analysis

Timeline

PROJECT MANAGER

WTW
05.2018 - Current

OPERATIONS MANAGER

Mercer
01.2014 - 05.2018

Sr. Client Services Team Leader

Mercer
03.2006 - 01.2014

Client Services Team Leader

Mercer
11.2000 - 03.2006

Actuarial Analyst

PwC
05.1999 - 11.2000

Benefit Analyst

Mercer
05.1995 - 05.1999

Bachelor of Science - Mathematics

The University of Texas At Dallas

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Mellissa Maestas