Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Mia Bartee

Baltimore,MD

Summary

Knowledgeable [Desired Position] with background in managing wellness programs and fostering healthy workplace environment. Successfully implemented initiatives that enhanced employee well-being and engagement. Demonstrated leadership and communication skills to effectively guide teams and promote culture of health.

Overview

22
22
years of professional experience
1
1
Certification

Work History

High-Touch Manager

bswift
05.2021 - Current
  • Program Development: Led the design and enterprise rollout of a high-touch service model, leveraging competency-based training to elevate benefit transitions and participant experience.
  • Training & Enablement: Developed role-specific training content and foundational benefits curriculum for deployment in Litmos.
  • Operational Excellence: Created SOPs, defined escalation paths, and introduced tools like TimeTap to reduce manual scheduling and streamline workflows.
  • Book of Business Ownership: Manage $1B+ in annual recurring revenue (ARR), supporting client growth and retention.
  • Workforce Strategy: Partner with WFM to align staffing with demand via weekly planning and forecasting.
  • Client Engagement: Represent HT strategy in client meetings, aligning service delivery with business goals.
  • Performance Management: Lead monthly business reviews highlighting trends, outliers, and KPIs.
  • Escalation Leadership: Resolve VIP and executive cases with empathy, urgency, and discretion.
  • Growth Support: Support sales and renewal efforts by articulating the HT value proposition.

Service Center Client Manager

bswift
08.2024 - 03.2025
  • Client Relationship & Delivery: Acted as the primary point of contact for clients, ensuring service expectations, escalations, and reporting needs were met.
  • Client Communication & Reporting: Facilitated:
    • Monthly SC Calls – shared open logs, escalations, and performance trends
    • Weekly Status Meetings – maintained alignment and transparency on open items
    • Call Calibrations – reviewed service quality with clients and plan sponsors
    • Quarterly Reviews – presented metrics, verbatims, and platform enhancements
  • Operational Excellence: Collaborated with operations, supervisors, and Client Services to resolve issues, close service gaps, and meet SLAs.
  • Training & Quality Support: Flagged training needs and supported KM/documentation updates based on case trends and participant feedback.
  • Cross-Functional Partnership: Worked closely with internal teams to support process improvements, escalations, and client-driven service changes.
  • Growth Support: Contributed to new client implementations and finalist presentations, representing the Service Center’s capabilities and participant-first approach.

Sr. Retirement Client Manager

bswift
05.2021 - 07.2024
  • Portfolio & Client Management: Managed a $2M+ client portfolio across large, mid, and small market employers, serving as the primary liaison for all retirement-related benefit services and ensuring seamless plan administration.
  • Retirement & Benefits Expertise: Acted as a subject matter expert (SME) for pension, 401(k), COBRA, Medicare (Parts A–D), HRA/RMA accounts, and retiree medical plans; delivered personalized guidance and facilitated Medicare sessions to support employees transitioning into retirement.
  • Process Optimization & Issue Resolution: Designed and implemented a structured retiree offboarding process; including readiness checklists and exit interviews while reducing Tier 2 and sponsor-level escalations by 97% through proactive service improvements.
  • Stakeholder Support & Engagement: Led retiree Open Enrollment efforts, overseeing HRIS configuration, employee communications, data validation, and carrier file management; resolved complex benefit inquiries using Salesforce CRM and case tracking.
  • Operational Efficiency & Leadership: Monitored KPIs, analyzed service trends, and delivered performance insights to plan sponsors; led and coached an administrative team to uphold SLA benchmarks and ensure regulatory compliance.

Benefits & Leave Administrator

Brightview Senior Living
06.2019 - 05.2021
  • Benefits & Retirement Administration: Managed companywide health, welfare, and 401(k) plans; ensured compliance with ERISA, ACA, and DOL regulations.
  • Leave Management & Payroll Processing: Administered FMLA, ADA, and state-specific leave programs; processed payroll for employees on leave, including complex disability and accommodation cases.
  • Open Enrollment & Compliance: Led OE planning and HRIS setup; conducted audits and supported filings (5500s, NDT, EOI).
  • Employee & Stakeholder Support: Delivered new hire orientations, COBRA guidance, and supported HR partners and regional leaders.
  • Process Improvement & Communication: Developed SOPs, streamlined benefit workflows, and produced newsletters, compliance notices, and benefit updates.

Benefits & Compensation Specialist (Contract)

TriSource
11.2018 - 05.2019
  • HRIS & Data Accuracy: Maintained employee records in HRIS, ensuring accuracy across benefits, compensation, leave, and retirement data.
  • Employee Communication & Support: Responded to benefit and leave inquiries, offering clear guidance and timely resolution.
  • Benefits Billing & Reconciliation: Managed invoice reconciliation and payments, coordinating with vendors and Finance for accuracy.
  • Vendor Liaison: Partnered with carriers and brokers to resolve issues and assist with benefit renewals.
  • 401(k) Administration: Handled daily operations including contributions, rollovers, distributions, and compliance.
  • Compensation Analysis: Conducted salary benchmarking to support fair pay practices and recruitment.
  • Leave Management: Administered FMLA, ADA, and other statutory leaves, ensuring legal compliance and proper documentation.

Leave of Absence Manager (Contract)

HR Personnel
12.2018 - 04.2019
  • Comprehensive Leave Administration: Oversaw FMLA, ADA, STD/LTD, Paid Leave, PTO, bereavement, and jury duty program compliance with federal and state laws.
  • Case Adjudication & Compliance: Reviewed and approved/denied leave requests based on medical documentation and policy alignment.
  • Vendor & Program Oversight: Managed third-party leave vendors, ensuring seamless service delivery and escalation support.
  • Process Design & Transition Support: Developed workflows to support consistent leave management during and after the organizational move.
  • Data Analysis & Reporting: Delivered leave utilization reports and insights to HR leadership to support workforce planning.
  • Audit & Quality Control: Audited legacy cases and presented findings to leadership, helping maintain process integrity.

Retirement Plan Specialist (Contract)

Randstad
12.2017 - 07.2018
  • Retirement Plan Expertise: Resolved escalations related to Defined Contribution and Defined Benefit plans, interpreting plan provisions and ensuring regulatory compliance.
  • Trend Analysis & SLA Optimization: Identified recurring issues and revamped internal SLAs; developed job aids and reference materials to support consistent service.
  • Case Triage & Benefit Routing: Routed complex benefits inquiries to appropriate COEs, ensuring seamless handling across Total Rewards functions
  • Audit Preparation & Documentation: Gathered and organized audit documentation for DC plans to ensure compliance and timely audit response
  • Vendor Collaboration: Partnered with plan recordkeepers and external vendors to resolve participant concerns and ensure accurate administration

HR Operations Specialist (Contract)

Randstad
04.2018 - 04.2018
  • Supported HRIS data validation and employee file audits to ensure accurate records ahead of company relocation and transition activities.
  • Administered onboarding and offboarding tasks, including system updates, access provisioning, and employee communications for departing staff.
  • Responded to employee inquiries related to benefits, pay, and HR policies, ensuring clear guidance during a period of organizational change.
  • Collaborated with payroll and benefits teams to reconcile final payments and coverage details for impacted employees.
  • Assisted with compliance documentation and reporting to support a smooth operational wind-down of the existing site.

Human Resources Generalist (Contract)

Human Resources Generalist
12.2017 - 03.2018
  • Supported full-cycle recruitment for exempt and nonexempt roles.
  • Delivered onboarding and orientation sessions for new hires.
  • Ensured compliance with pre-employment, I-9, and policy documentation.
  • Maintained employee data in ADP; managed benefit deductions and 403(b) processing.
  • Liaised with vendors (Cigna, Camden Benefits Group, Kelly Services).
  • Reconciled insurance invoices and coordinated payroll integration.
  • Resolved employee benefit concerns and escalated complex cases as needed.
  • Monitored compliance with federal, state, and local employment laws.

Regional Recruiter-Business Development

Laureate Education, Inc.
09.2007 - 05.2017
  • Strategic Partnerships & Community Engagement: Led recruitment and outreach across the Mid-Atlantic, building strategic partnerships with community organizations, workforce boards, and educational institutions.
  • Financial Literacy & Adult Learning: Delivered workshops on career planning, student loan literacy, and financial aid—introducing adult learners to key concepts in budgeting and long-term planning.
  • Advising & Enrollment Strategy: Served as a trusted advisor to prospective students, helping them evaluate the ROI of education and navigate complex enrollment and financing decisions.
  • Sales & Relationship Management: Consistently exceeded enrollment goals by leveraging a consultative, relationship-based approach to outreach and retention.
  • Cross-Functional Collaboration & Inclusive Marketing: Collaborated with marketing and admissions to tailor messaging that resonated with diverse, non-traditional student populations.
  • Advocacy & Program Alignment: Advocated for underserved and working adult learners by aligning program offerings with career advancement and financial security outcomes.

Financial Advisor Assistant (Part-time)

Morgan Stanley
02.2016 - 11.2016
  • Client Profiling & Financial Advising: Supported Financial Advisors by building detailed client financial profiles, enabling the creation of personalized and viable financial plans aligned with long-term goals.
  • Investment & Retirement Reporting: Prepared customized investment performance and retirement planning reports to support Financial Advisor presentations and strengthen client engagement.
  • Retirement Healthcare & Medicare Guidance: Assisted clients in navigating retirement healthcare options, including Medicare, Medicare supplements, and prescription drug plans, to support informed decision-making and long-term financial wellness.
  • Client Service Model Optimization: Designed and implemented a tiered client service model to improve operational efficiency, elevate the client experience, and boost firm profitability.
  • Operational Project Management: Led and executed administrative projects focused on scalability and process improvement, streamlining workflows and enhancing advisor productivity.

Retirement Plan Manager

T. Rowe Price
09.2006 - 09.2007
  • Client Relationship Management: Served as the primary point of contact for Plan Sponsors, conducting regular meetings to review plan participation metrics, resolve complex participant issues, and provide strategic recommendations to improve retirement outcomes.
  • Escalation Resolution & ERISA Compliance: Acted as Tier 2 escalation point for the Participant Service Center, handling high-level participant concerns including vesting disputes, and ensuring timely and accurate issue resolution aligned with plan rules and ERISA standards.
  • Process Optimization & Knowledge Management: Created and maintained call guides and escalation protocols to support the Participant Services Center, enhancing service quality and driving first-call resolution through process refinement and up-to-date knowledge tools.
  • Regulatory Reporting & Data Integrity: Delivered accurate reporting and plan data to support Form 5500 preparation, collaborating closely with the Plan Accounting team and ensuring alignment with audit, compliance, and IRS reporting requirements.
  • Cross-Functional Collaboration & Risk Mitigation: Partnered with internal and external stakeholders, including compliance, legal, and vendor partners, to ensure seamless plan operations, regulatory adherence, and proactive risk mitigation.

Compliance Analyst

T. Rowe Price
09.2005 - 09.2006
  • Investor Relations & Account Oversight: Served as the primary point of contact for investors holding T. Rowe Price mutual funds in outside accounts, providing high-level service and issue resolution.
  • Mutual Fund Compliance Monitoring: Ensured adherence to mutual fund trading policies by monitoring account activity and identifying excessive trading behaviors in accordance with SEC and internal guidelines.
  • Executive & Legal Collaboration: Partnered with Senior Executives and Legal Counsel to review escalated trading concerns, interpret policy guidelines, and ensure risk mitigation.
  • Trading Analytics & Reporting: Designed and maintained trading activity reports to enforce compliance with predefined fund restrictions and internal governance frameworks.
  • Due Diligence & Investigations: Conducted due diligence calls with external partners to assess trading practices and resolve inquiries related to policy violations or exceptions.
  • OE Development & Process Improvement: Worked with Operations Sponsors to review and update Standard Operating Procedures, improving operational accuracy and compliance consistency.
  • Training & Knowledge Transfer: Facilitated onboarding and training for new hires on Closed & Capacity Constrained funds, reinforcing best practices and policy understanding.

IRA Controller

Legg Mason
08.2004 - 09.2005
  • Broker Support & IRA Expertise: Acted as the primary point of contact for Brokers across 20 Legg Mason branches, providing guidance on IRA tax implications and account servicing.
  • IRS Regulation Education: Led educational conference calls to inform Brokers of critical updates to IRS Publication 590, ensuring firm-wide compliance and operational alignment.
  • Account Management & Documentation: Oversaw IRA account activity, ensuring accurate documentation and execution of all cash and securities transactions in accordance with firm policy.
  • Regulatory Compliance Oversight: Maintained strict adherence to IRS, Federal Reserve Bank, NYSE, and internal compliance requirements, mitigating risk and ensuring account integrity.

Operations Trainee

Legg Mason
06.2004 - 08.2004
  • Brokerage Operations Rotational Program: Completed a structured 3-month rotational program with exposure to Client Services, Mutual Funds, and Risk Management Operations. Supported frontline client service functions by responding to account inquiries, resolving service issues, and assisting with documentation needs. Gained foundational knowledge of brokerage operations, financial products, and regulatory protocols through formal training and hands-on experience.

Retail Banking Team Leader

Provident Bank of Maryland
06.2003 - 06.2004
  • Team Leadership & Coaching: Managed a team of 10 Customer Service Advisors, driving performance, engagement, and service excellence in a high-volume call center environment.
  • Customer Escalation & Issue Resolution: Served as the primary escalation point for customer issues, collaborating with internal banking departments to ensure timely and effective resolution.
  • Call Quality Monitoring & Feedback: Facilitated monthly call monitoring sessions using the NICE system and delivered actionable written feedback to support continuous advisor development.
  • Performance Management: Conducted employee performance reviews in the supervisor’s absence, recognizing top performers and identifying areas for coaching and improvement.
  • Process Improvement & Efficiency: Streamlined departmental workflows to enhance productivity, reduce call handling time, and improve overall service delivery.
  • Knowledge Management: Maintained and updated the departmental call guide to reflect policy changes, scripting improvements, and best practices for consistent service delivery.

Education

MBA - HR & Leadership

Walden University
Minneapolis, MN

Bachelor of Science - Communication Studies & Business Administration

Towson University
Baltimore, MD

Skills

  • Employee coaching and mentoring
  • Managing operations and efficiency
  • Team development
  • Regulatory compliance
  • Vendor management
  • Risk management
  • Data analysis
  • Key performance indicators
  • Financial management
  • Project Management
  • Relationship Management
  • Business development
  • Operations management
  • HR Management
  • Benefits Administration
  • Retirement Planning

Accomplishments

Recognized for exceptional client relationship management and retirement service delivery, resulting in a 5-year contract renewal with a key Fortune 500 client. This success directly led to my promotion to High-Touch Manager, where I now lead enterprise-level service strategy and innovation.


Featured Author, Money Talk$: In her chapter, "The 9 to 5 Hustle," Mia teaches readers how to pay themselves first and maximize workplace savings to build real, lasting wealth. Her approach is equal parts practical and empowering—grounded in deep industry expertise and a passion for financial education.

Certification

Registered Financial Consultant

Licensed Insurance Professional

Certified Plan Sponsor Professional


Timeline

Service Center Client Manager

bswift
08.2024 - 03.2025

High-Touch Manager

bswift
05.2021 - Current

Sr. Retirement Client Manager

bswift
05.2021 - 07.2024

Benefits & Leave Administrator

Brightview Senior Living
06.2019 - 05.2021

Leave of Absence Manager (Contract)

HR Personnel
12.2018 - 04.2019

Benefits & Compensation Specialist (Contract)

TriSource
11.2018 - 05.2019

HR Operations Specialist (Contract)

Randstad
04.2018 - 04.2018

Retirement Plan Specialist (Contract)

Randstad
12.2017 - 07.2018

Human Resources Generalist (Contract)

Human Resources Generalist
12.2017 - 03.2018

Financial Advisor Assistant (Part-time)

Morgan Stanley
02.2016 - 11.2016

Regional Recruiter-Business Development

Laureate Education, Inc.
09.2007 - 05.2017

Retirement Plan Manager

T. Rowe Price
09.2006 - 09.2007

Compliance Analyst

T. Rowe Price
09.2005 - 09.2006

IRA Controller

Legg Mason
08.2004 - 09.2005

Operations Trainee

Legg Mason
06.2004 - 08.2004

Retail Banking Team Leader

Provident Bank of Maryland
06.2003 - 06.2004

MBA - HR & Leadership

Walden University

Bachelor of Science - Communication Studies & Business Administration

Towson University

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Mia Bartee