Mercedes Garrison
Spring,Texas
Summary
Experienced Benefits Administrator skilled in finding providers, setting up plans and coordinating enrollments. Solid understanding of documentation, recordkeeping, and compliance requirements. Advanced organizational, problem-solving and relationship-building skills developed over 6 years in this career. Detail-oriented individual with exceptional communication and Benefit Administrator skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
17
17
years of professional experience
Work History
Benefit Administrator
Serco-NA, Inc
06.2019 - Current
- Monitored benefit utilization trends and provided recommendations for program improvements or adjustments based on data analysis.
- Conducted annual benefits audits to identify discrepancies and ensure accurate record-keeping, maintaining an organized system for easy access.
- Managed complex pension cases, ensuring compliance with federal regulations and company policies.
- Developed strong relationships with key stakeholders, working together towards mutually beneficial outcomes in managing retirement funds effectively.
- Provided expert guidance to clients regarding various aspects of their pension plans, including investment options, tax implications, and benefit distribution methods.
- Increased operational efficiency by identifying areas of improvement in the pension administration process.
- Advised management on the development and implementation of policies related to retirement benefits, ensuring alignment with overall organizational objectives.
- Enhanced client satisfaction with timely and accurate pension calculations and disbursements.
- Identified and resolved process issues to drive optimal workflow and business growth.
- Delivered comprehensive reports detailing key performance metrics, enabling management to make informed decisions about resource allocation and process adjustments.
- Utilized advanced software tools for data analysis, identifying trends that informed strategic decision-making processes.
- Applied critical thinking skills to identify opportunities for improvement within current workflows or procedures.
- Administered processes, resolved issues and recommended improvements for all structure methods.
- Performed electrical and mechanical troubleshooting on equipment.
- Updated documentation such as technical manuals and equipment maintenance records.
Civilian Pay Technician
DFAS
09.2022 - 09.2024
- Maintained up-to-date knowledge of federal regulations and guidelines, ensuring compliance in all payroll operations.
- Monitored budgetary implications of various personnel actions, ensuring accurate allocation of funds across departments based on staffing needs.
- Enhanced payroll processing efficiency by implementing automated systems and streamlining procedures.
- Identified opportunities for process improvement through close collaboration with team members.
- Optimized workflow within the department by creating organized filing systems for both electronic and hard copy documents related to civilian pay administration.
- Contributed to the development of clear payroll policies and procedures, enhancing overall organizational effectiveness.
- Reduced payroll discrepancies by conducting regular audits of employee records and addressing errors promptly.
- Streamlined data entry processes to improve accuracy rates in civilian pay systems.
- Assisted in the resolution of complex pay issues, providing guidance to both employees and management.
- Tracked employee vacation, sick and personal time.
- Audited timesheets and payroll records for accuracy.
- Processed manual checks for employees in accordance with company policies.
- Managed and updated employee benefits information.
Audit/ /Data Entry Clerk/Senior Payroll Specialist
AmTrust Financial
03.2016 - 03.2019
- Completed data entry tasks with accuracy and efficiency.
- Followed established procedures to enter and process data correctly.
- Organized, sorted, and checked input data against original documents.
- Scanned documents and saved in database to keep records of essential organizational information.
- Entered data into various computer systems accurately using Microsoft Office Suite.
- Verified accuracy of data entered into system to produce error-free reports.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.
- Implemented time-saving procedures for handling garnishments and deductions, reducing processing errors and improving efficiency.
- Collaborated with HR to maintain up-to-date employee records, facilitating accurate paycheck calculations.
- Initiated process improvements that led to faster turnaround times on year-end tax documents such as W-2s employees.
Payroll Specialist /Data Entry Clerk
PNC Bank, NA
06.2015 - 11.2016
- Assisted employees with inquiries regarding their paychecks, deductions, and other related issues, providing clear and concise communication.
- Provided customer service to employees regarding payroll inquiries and issues.
- Performed calculations in overtime, vacation, and sick hours to provide accurate data to payroll processing database.
- Verified and submitted timekeeping information for accurate and efficient payroll processing.
- Uploaded time records into computer system and made adjustments to create accurate database for payroll processing functions.
- Reduced payroll errors by conducting thorough audits and resolving discrepancies in a timely manner.
- Created new hire and termination documents for payroll.
- Managed payroll data entry and processing for 500 plus employees to comply with predetermined company guidelines.
- Collaborated with human resources to maintain up-to-date employee information for precise payroll calculations.
- Documented and processed all garnishments for bankruptcies, student loans, and child support orders.
- Managed garnishments, levies, and support orders in accordance with legal requirements, reducing company liabilities.
- Researched payroll errors and processed payments for federal and state taxes, social security, Medicare and various employee deductions, annuity contributions, and retirement plan withholdings.
- Optimized workflow processes within the department to improve overall productivity while maintaining quality standards.
- Responded to employee questions and requests for information in timely and knowledgeable fashion.
- Audited timesheets and payroll records for accuracy.
Customer Service Representative- Temp
Cleveland Division of Water
04.2016 - 09.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Implemented and developed customer service training processes.
Customer Service Representative/Mail Clerk
Progressive Insurance
02.2014 - 06.2015
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Maintained up-to-date knowledge of product and service changes.
- Managed high-volume mail periods effectively, ensuring that all incoming and outgoing items were processed in a timely manner.
Payroll Administrator
Selman Co.
11.2012 - 02.2014
- Handled complex payroll situations such as back-pay calculations, garnishments, and overtime payments with accuracy and professionalism.
- Calculated payroll deductions by accurately using ADP, Paylocity, quickbook and processed payroll to meet preset requirements.
- Uploaded time records into computer system and made adjustments to create accurate database for payroll processing functions.
- Reduced errors in payroll calculations with meticulous attention to detail and thorough data verification.
- Processed payroll garnishments such as tax liens and child support.
- Provided excellent customer service by addressing employee inquiries about their paychecks promptly and accurately.
- Submitted reports on payroll activities.
- Facilitated year-end reporting by preparing accurate W-2 forms for all employees within required deadlines.
- Generated paper checks for employees and printed stubs for associates who received direct deposits to complete payroll distribution.
Customer Service Representative
Time Warner Cable
08.2010 - 11.2012
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Managed timely and effective replacement of damaged or missing products.
Environmental Service Representative
Cleveland Clinic
03.2008 - 08.2010
- Maintained productivity and quality standards at all times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Consistently demonstrated a strong work ethic, arriving punctually for shifts and maintaining focus on providing top-tier service throughout entire workday.
- Maintained comprehensive knowledge of company products and services, ensuring accurate information was relayed to customers at all times.
Education
Lakeland Community College
Mentor, OHSkills
- HIPAA Compliance
- Benefits Administration Expertise
- Professionalism and Ethics
- Onboarding Process Management
- Claims Processing
- Microsoft Word
- Time Management
- ADP
- Intuit QuickBooks
- ADP Workforce Now
- Kronos Workforce Payroll
- Compiling Data
Timeline
Civilian Pay Technician
DFAS
09.2022 - 09.2024
Benefit Administrator
Serco-NA, Inc
06.2019 - Current
Customer Service Representative- Temp
Cleveland Division of Water
04.2016 - 09.2016
Audit/ /Data Entry Clerk/Senior Payroll Specialist
AmTrust Financial
03.2016 - 03.2019
Payroll Specialist /Data Entry Clerk
PNC Bank, NA
06.2015 - 11.2016
Customer Service Representative/Mail Clerk
Progressive Insurance
02.2014 - 06.2015
Payroll Administrator
Selman Co.
11.2012 - 02.2014
Customer Service Representative
Time Warner Cable
08.2010 - 11.2012
Environmental Service Representative
Cleveland Clinic
03.2008 - 08.2010
Lakeland Community College
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