Samantha Barkley

Experience

• 

  Ciapciak & Associates

  Jun 2004 - Aug 2004

  Administrative Assistant

  • Responsible for completing organizational tasks throughout the law firm• Managed high volume of incoming calls and inquiries from clients• Worked closely with the senior management

• 

  Housing and Urban Development

  May 2006 - Sept 2006

  Clerical Assistant

  • Implemented a new file management system for quick access to critical information that streamlines office functioning• Worked closely with the management of the subsidized housing department• Managed daily processes throughout offices• Directed phone calls and relayed messages regarding potential clientele

• 

  Optey, Inc

  Sept 2009 - Dec 2009

  Internet Marketing Internship

  • Internet marketing training (Search Engine Optimization, Social Media, Blogs)• Enhanced website design for high profile clients• Created/Improved internet brand awareness• Worked with CEO to plan and implement internet projects

• 

  Mercer

  Sept 2010 - May 2015

  • Manage vendor files, payroll files and communication files to be sent timely and accurately• Test and analyze system configuration against requirement documents to ensure systems and web match up to participant eligibility • Daily contact with HR representatives to answer questions and resolve participant issues and maintain strong relationships as the liaison between the client, operations team and the vendors• Compile reports for the client using systems such as SQL and Excel• Create process flows, training, and manage off-shore support teams including process hand off• Subject Matter Expert (SME) for colleagues • Ensure Service Level Agreements are met • Led various projects and groups Show less • Ensure and achieve SLAs for Pension, Retirement, Healthcare, and Benefit offerings• Maintain high level of customer satisfaction in a time-sensitive environmentExtensive problem solving and analytical skills required to research, follow-up, and resolve customer issues • Trained colleagues in answering web-based inquiries through Chat and E-mail• Assisted with training new representatives in the Mentor Program • Completed projects for my Team Lead to assist in the efficiency of the call center• Responsible for a new group of Chat and phone representatives during their first few weeks on the phone• Representative of the Month, September 2011 Show less

  • Client Service Analyst II

    Jan 2012 - May 2015

  • Senior Participant Services Representative

    Sept 2010 - Dec 2011
• 

  Conduent

  Jun 2015 - May 2017

  Client Service Senior Data Analyst

  • Performed and reviewed daily processing for key clients• Created reports to meet client and internal needs• Assisted in the definition, development and maintenance of project and system requirements, technical specifications and test plans• Managed the production calendar to ensure all ongoing deliverables were met within SLA• Developed and maintained documentation of process flows and SOPs• Identified and assisted in the execution of process improvement• Tested and implemented new vendor files Show less

• 

  Mercer

  May 2017 - Mar 2022

  • Support Marketplace staff to boost efficiency and improve operational process flow• Develop, document and drive best practices and standards across all teams • Maintain and enforce operational practice management for Health and Welfare organization• Influence product and service definitions with operations lens• Implement processes for deployment and ensure business readiness and accountability• Ensure delivery teams are trained and have the tools needed to accept change on behalf of Marketplace clients• Define ongoing scope of work across all client teams, organize SOP creation and trainings for our offshore partners• Influence program level reporting to support management routines and business oversight Show less • Developed and managed detailed and robust project plans for Mercers largest, more complex, and high touch clients• Kept projects on track with proactive control of resources, schedules and scopes• Delivered exceptional service to create and maintain referable client base• Owned ongoing communication and relationships cross functionally with internal and external stakeholders• Implemented and onboarded new vendor requirements as needed• Recommended procedures based upon project experience and results including drafting and executing change orders• Assisted in onboarding initiative for new Project Manager hires in Service Delivery• Conducted department wide trainings for Open Enrollment and ongoing changes for Service Delivery department Show less

  • Operational Enablement Practice Manager

    Mar 2021 - Mar 2022

  • Senior Requirements Lead and Data Integration Project Manager

    May 2017 - Mar 2021
• 

  HubSpot

  Mar 2022 - now

  Senior Customer Success Manager