Felecia Lamar-Price

• Primary client contact for benefits administration, driving satisfaction and long-term success with 50+ client accounts.
• Lead benefits plan renewal and implementation projects, aligning internal resources and third-party carriers to meet deadlines.
• Deliver client training sessions on HRIS platforms, increasing adoption and self-sufficiency.
• Implemented user manuals and knowledge bases within 30 days, improving client onboarding efficiency.
• Proactively managed escalations and client concerns, resolving issues through collaborative problem-solving.
• Led reverse audits to ensure internal and external consistency, reducing plan errors by 20%.
• Tools used: Jira, ServiceNow, Salesforce, CobraPoint, Marketlink, SharePoint, HRIS platforms.

Key Wins:

• Played a lead role in new book of business implementations, ensuring compliance and a seamless customer experience.
• Created and led cross-functional initiatives that improved process efficiency and data accuracy.

- Managed client deliverables for benefits plan design, renewals, and implementations across 3-4 large books of business simultaneously.

- Coordinated with clients, carriers, and internal teams to ensure timely delivery of benefit plans and resolve any discrepancies.

- Facilitated meetings and trainings for clients, brokers, and internal teams to ensure a clear understanding of benefits offerings and processes.

- Developed and implemented system configuration for Open Enrollment, benefits plan changes, and rate adjustments.

- Monitored client/employee data in the HRIS system to ensure accurate benefit eligibility and compliance.

- Managed quality assurance for client deliverables, ensuring compliance with industry regulations and internal processes.

- Collaborated with benefits consultants to address any renewal-related issues and provided solutions.

- Responsible for quality assurance tasks for various Books of Business deliverables and procedures such as,

audits, carrier files, payroll files, invoicing, billing reports, worksheets, confirms, and email inbox requests.

- Project management - ensure milestones are reached and the end product is satisfactory to Key Stakeholders. Proactively identify risks for out-of-scope items and provide proper escalation for high-level resolution.

- Training and Development - Design, Implement and facilitate trainings for existing colleagues and New Hires on requested material. i.e., processes and how to utilize the HRIS system.

- Managed and supported a team of 70+ employees, ensuring adherence to call efficiency standards and quality assurance metrics.

- Developed and implemented new processes to improve employee performance and ensure HIPAA compliance.

- Facilitated coaching and training sessions to strengthen team performance and resolve client issues effectively.

- Oversaw escalated client issues, coaching internal teams to ensure timely and satisfactory resolutions.

- Conducted new hire interviews

- Providing coaching and guidance to improve overall employee performance.

• Created and Implemented a De-escalation process procedure for Leadership to address and de-escalate elevated clients who are requesting to speak with a supervisor. This process helped Leadership identify when to take over the employees and when to help de-escalate. This process decreased the need for a supervisor takeover by 8% overall.

• Created and implemented a pre-written script for Employee Advocates to follow when answering and taking calls. This ensured that no part of the HIPAA verification process was missed, keeping that employee and the company in compliance with federal HIPAA laws. This script was created in both English and Spanish.

• Built a successful client-focused travel planning business from the ground up.
• Managed all aspects of customer engagement, including needs discovery, budget alignment, vendor negotiation, and conflict resolution.
• Cultivated a loyal client base through consistent communication and exceptional service delivery.