Sharon Whitney
Willowick,OH
Summary
Dynamic and results-driven professional with over 13 years of experience in administering defined benefit pension plans, utilizing creativity and problem-solving skills to drive team success. Proven ability to communicate effectively, both in writing and verbally, fostering strong relationships with colleagues and stakeholders. Strategic thinker dedicated to enhancing operational efficiency and delivering exceptional service in fast-paced environments. Committed to leveraging expertise to contribute positively to organizational goals and team dynamics.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Task Lead-Processing Team
Serco Inc.
Euclid, OH
12.2020 - Current
- Led five processors in daily responsibilities, ensuring accurate and efficient completion of tasks
- Provided ongoing feedback and coaching to processors, supporting achievement of individual and company goals
- Draft detailed memos to facilitate the processing of large back payments. required to process large back payments
- Identify and resolve performance issues promptly to maintain team efficiency. in a timely manner
- Create Power Point presentations and lead training with other teams
- Developed PowerPoint presentations and conducted training sessions with other teams
- Create memos required to process large back payments
Serco Inc.
Euclid, OH
06.2019 - 12.2020
Senior Pension Administrator
IMRG, Inc.
Euclid, OH
12.2018 - 05.2019
- Utilized the daily Oracle report and CRM download to ensure that the Calculation team is in compliance; assign calls and mail to team members as needed
- Reviewed and approved calculations completed by team members
Junior Pension Administrator
IMRG, Inc.
Richmond Heights, OH
06.2016 - 12.2018
- Trained new employees on daily procedures
- Analyzed date of birth discrepancies and send appropriate letters
- Used Archive to calculate Benefit statements; including QPSA Benefits, run lump sum calculations using PACs; calculate participant over / under payments and recoveries
- Submitted ASRs using Actuarial Support Request Tracking System
- Managed the Calculations spreadsheet using Excel: Pend service requests, format on calculation spreadsheet
- Requested letters in CCS: Import documents to be attached
- Provided guidance and technical advice to Administrative Support and peers: Assisted with questions on calculations, questions on using CCS such as correct letter choice and format, and basic use
- IPS backup liaison: provided guidance to team members and acted as the go between with the Euclid IPS contact
- Returned dropped calls from participants of defined pension benefit plans; identified the participant’s needs and provided customer service in order to meet or exceed standards
- Assisted the POA team as needed reviewing Power of attorney and guardianship documents
- Utilized Microsoft (MS) Excel spreadsheets in tracking various items and for database purposes
- Made necessary phone calls to expedite applications being sent to missing participants and respond to letter inquiries to begin receiving benefits
Administrative Support Staff
IMRG, Inc.
Richmond Heights, OH
06.2013 - 06.2016
- Provided benefit administration support for defined benefit pension plans and processing teams
- Opened, read, routed and distributed incoming mail or other materials and responded to routine correspondence
- Utilized Microsoft (MS) Excel spreadsheets in tracking various items and for database purposes
- Returned dropped calls from participants of defined pension benefit plans; identified the participant’s needs and provided customer service in order to meet or exceed standards
- Served as back-up for 510 and 507 letters, including sending out audit letters and adding spouses or beneficiaries’ records to Spectrum
- Completed Last Minute Death Report from the Benefits Payment Branch (BPB)
- Covered front desk reception and forwarded calls appropriately
- Made follow up phone calls for applications sent to participants
- Created memos to document participant files using MS Word
- Conducted searches to find needed information using such sources as the internet
- Reviewed spouse/beneficiary portion of Death Match
- Customized eALG letters
- Reviewed Power of Attorney and Guardianship documents for approval
- Ran calculations for lump sum and annuity payments using Archive and PACS programs
- Completed NCOA Project by calling participants to verify their address
- Demonstrated proficiency in PBGC computer applications such as CRM, Spectrum, IPS, and eALG as well as Windows-based word processing, spreadsheet and database management applications
Customer Service Consultant
FedEx Office
Willoughby, OH
03.2012 - 06.2013
- Greeted and assisted customers with shipping and packing needs
- Fulfilled customers’ requests for document design and printing
- Assisted customers by phone and in person with questions and complaints, resolving all issues in an efficient manner
- Provided customers with information regarding locations and services: scheduled arrangements
- Entered customer information into computer to maintain accurate records
Program Specialist / Lead Teacher
KinderCare
Mentor, OH
03.2011 - 03.2012
- Oversaw teacher’s lesson plans
- Assisted teachers with weekly lesson plans
- Typed correspondences to update parents on classroom activities
- Served as lead teacher in preschool and school age programs
Assistant Director / Teacher
Ganon Gil Preschool
Beachwood, OH
06.2001 - 03.2011
- Created MS Excel spreadsheets to track program attendance
- Maintained database of student and parent records
- Assisted the Director in running the Preschool Program
- Designed monthly newsletter for parents and teachers
- Organized monthly meetings, collaborated with Director on agenda setting and recorded minutes
Education
Diploma -
Rock Hill High
06-1985
Skills
- Proficient in the operation of Windows-based word processing and spreadsheet applications: Microsoft Word and Excel
- Proficient in the operation of PBGC systems and software: Archive, CRM, Spectrum, eALG, PACs, CCS, Quest and Image Viewer
Certification
PBGC CSS Leadership Training Certificate
Timeline
Task Lead-Processing Team
Serco Inc.
12.2020 - Current
Serco Inc.
06.2019 - 12.2020
Senior Pension Administrator
IMRG, Inc.
12.2018 - 05.2019
Junior Pension Administrator
IMRG, Inc.
06.2016 - 12.2018
Administrative Support Staff
IMRG, Inc.
06.2013 - 06.2016
Customer Service Consultant
FedEx Office
03.2012 - 06.2013
Program Specialist / Lead Teacher
KinderCare
03.2011 - 03.2012
Assistant Director / Teacher
Ganon Gil Preschool
06.2001 - 03.2011
Diploma -
Rock Hill High