ROBIN CARLSON
Fairbanks,AK
Summary
Dynamic and detail-oriented professional with extensive experience in administrative support and customer relations. Skilled in providing exceptional service and building loyal relationships. Excels in listening to customer/client needs, articulating product benefits, and creating valuable solutions for the team. Proven track record of boosting morale and generating business impact through enduring team relationships. Strong communication skills, both verbal and written, allow for effective listening, collaboration, leadership, and challenging when necessary.
Overview
20
20
years of professional experience
Work History
Benefits Assistant
Fairbanks North Star School District
02.2020 - Current
- Managed enrollment process for all benefit plans, including new hire elections, annual open enrollment, and qualifying event changes, ensuring smooth and accurate processing.
- Oversaw application of the Alaska Family Leave Act and Federal Family Medical Leave Act, including eligibility determination, leave tracking, and return-to-work processes. Collaborated with department staff to manage family and medical-related leaves effectively.
- Coordinated with the borough’s risk management department to facilitate health plan administration.
- Served as primary contact for retirement benefits issues, including PERS/TRS and tax-sheltered accounts (403b). Coordinated retirement seminars with the State of Alaska Division of Retirement and Benefits to educate staff on retirement benefits and application processes, and assisted with PERS/TRS issue resolution and application support.
- Collaborated with benefit plan consultants and borough risk management to resolve benefit plan issues, research and select benefit plan vendors, and develop communication materials for staff, enhancing overall benefits program effectiveness.
- Acted as resource to HR department staff on the technical aspects of various benefit plans, providing expertise and support to address benefit-related queries and ensure accurate plan administration.
- Oversaw COBRA administration, managing compliance with COBRA regulations, handling notifications and elections, and coordinating with relevant departments to ensure proper continuation of health benefits.
- Acted as initial point of contact for employees seeking benefits information, and addressing inquiries via phone, email, or in person with a focus on providing clear and accurate responses.
- Managed challenging customer service interactions by effectively resolving issues related to benefits coverage, third-party vendor services, and leave benefits ineligibility, ensuring employee satisfaction and problem resolution.
- Provided technical assistance to employees on using various online benefits portals, offering support and guidance to ensure smooth access and utilization of benefits resources.
- Prepared educational and open enrollment materials for benefits programs, including developing and maintaining benefits-related web pages, creating benefit newsletters, and revising the annual health plan description booklet to keep employees informed.
- Utilized a Human Resources Information System (HRIS) or benefits management system to manage and track employee benefits, ensuring accurate and efficient benefits administration.
- Interpreted and applied employee contracts and negotiated agreements to ensure compliance with benefit provisions and respond to employee queries accurately.
- Demonstrated knowledge of FMLA (Family and Medical Leave Act) and AFLA (Alaska Family Leave Act), applying these regulations to manage and support employee leave requests effectively.
Administrative Assistant
Odom Corporation/NW Beverages, Coca Cola of, Kent, WA, Fairbanks AK
10.2016 - 02.2020
- Daily route reconciliation
- Vending Company counting and reconciling
- Maintain standards of day-to-day operations
- Daily bank deposits
- Service request inquiries and entries.
- Knowledge and ordering of over 100 products on a daily basis
Coordinator & Recruiter
Technology Enhancement Center, at The Informatics Applications Group (TIAG)
01.2012 - 06.2013
- Manage day-to-day office operations
- Assist TEC-related event and usability customers with check-in, room location, procedural inquiries, and expectations
- Organize recruitment for TEC testing studies
- Collaborate with TEC staff to schedule, review and prioritize testing within TEC
- Participate in the creation, design and implementation of TEC operational procedures
- Plan and implement marketing strategies for recruitment purposes
- Research cost/quotes for program purchases
- Provide participant demographic and technology usage metrics
- Organize and run internal TEC testing needs
- Implement software and application updates for mobile equipment.
Program Coordinator
University of Washington Tacoma
01.2005 - 01.2012
- Assist 11 staff members by supporting Student Counseling Center, Disability Support Services, and Student Health Services
- Handle all information, questions, and concerns about the Student Health Insurance plan
- Along with helping students enroll
- Coordinate and participate in various outreach opportunities
- Reception and scheduling for all 3 departments using relevant programs
- Track and reconcile all departmental budgets
- Update departmental website and all informational brochures monthly
- Manage the technicalities of opening the first Health Service clinic on campus
- Comprehend and accomplish strict confidentiality
- Order and maintain all equipment, supplies, and promotional materials
- Member of the veteran friendly campus committee
- Create and facilitate a campus military family support group
- Greet and provide service to all students requiring assistance
- Back-up assistant to the Vice Chancellor
- Assist in creation and distribution of informational brochures
- Organize and track all Disability Support Service accommodations including exam proctoring, text conversions, and reading text on audio tape
- Create new procedures to streamline production and distribution of alternative text accommodations
- Assist with tasks oriented toward creating an atmosphere where students with disabilities can succeed
- Work closely with students to ensure smooth provision of services.
Education
Liberal arts -
Spokane Falls Community College
Spokane, WA01.2001
Skills
- Benefit Comprehension
- Administrative Support
- Budgets
- Customer Service
- Excel
- Office
- PowerPoint
- Newsletters
- Processes
- Reconciling
- Recruitment
- Research
- Scheduling
- Strategy
- Website
Timeline
Benefits Assistant
Fairbanks North Star School District
02.2020 - Current
Administrative Assistant
Odom Corporation/NW Beverages, Coca Cola of, Kent, WA, Fairbanks AK
10.2016 - 02.2020
Coordinator & Recruiter
Technology Enhancement Center, at The Informatics Applications Group (TIAG)
01.2012 - 06.2013
Program Coordinator
University of Washington Tacoma
01.2005 - 01.2012
Liberal arts -
Spokane Falls Community College
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