Nicole D.

Experience

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  American Airlines

  Mar 2000 - Mar 2008

  Trainer - Employee Services

  Primary responsibility as lead to support Call Center Representatives. Resolution of complex employee issues. Conduct new hire on-boarding and recall Flight Attendant benefit seminars. Facilitation and creation of training materials. Manpower forecasting to ensure adequate staffing. SME on company policy, travel, benefits leaves of absence and retirement. Successful completion the (MDP) Management Development Program, Train the Trainer, Customer Service (Operations Agent) and Certification for Flight Service (Domestic and International) to include MD80, F100, Boeing 727, 737, 757, 767,and 777 aircraft.Prior Roles with AMR:Flight Attendant - American AirlinesFlight Attendant - American EagleOperations Agent (Ticket Counter) - American Airlines Show less

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  Mercer

  Mar 2008 - Mar 2012

  Senior Participant Representative/Lead Client Specific Trainer

  Support and manage a group of new hire Call Center Representatives. Ensuring team is proficient in their ability to communicate with impact and apply critical thinking. Serve as a role model, resolve complex participant issues and provide continuous coaching and feedback. Monitor calls for quality, track new hire Representative performance behaviors, identify areas for improvement. Proficient in call center management for the following: Defined Contribution, Defined Benefit, Health and Welfare Outsourcing business. Resolve escalated participant issues without further escalation through customer service and exhibiting advanced problem solving skills to include written response to Administrative Issues First Level Appeals for all active employees and retirees of AMR companies. Demonstrated strong time management and organizational skills in a fast-paced, deadline driven environment. In addition to primary role, responsibilities included participating in client tours, conducting new hire on-boarding as well as creation and facilitation of training materials for both on and off shore colleagues, interviewing candidates, participate in cross-site meetings to improve communications and efficiencies, promote employee recognition programs, act as a point of contact and conduct regularly scheduled team meetings. Show less

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  FedEx Office

  Mar 2012 - Dec 2014

  Benefits Analyst

  Position SummaryPerform functions relating to benefits administration and analytics. Interfacing with HR Systems, Payroll, Field Operations, Insurance Carriers and outside vendors to resolve problems, research and resolve complex benefit related issuesDuties and ResponsibilitiesReview and ensure accurate reporting and payment of premiums, invoices and all other benefit related expenses. Develop and document procedures that effectively streamline benefit administration processes and employee services to ensure comprehensive and thorough company wide consistent practices. Provide support on special projects including research. Timely and accurate transfer of information between Third Party Administrators(TPA). Monitor and follow up on benefit administration interface issues. Identify and resolve data discrepancies between multiple systems, facilitating escalated resolution. Managing total daily operations with little to no assistance from other team members. Show less

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  Dr Pepper Snapple Group

  Jan 2014 - Jul 2016

  Senior Benefits Analyst

  Benefits Administration Triage and work tasks/issues via internal ticket system and third-party benefit administrators. Coordinate weekly funding process for the defined contribution plans including resolving errors from automated file transmission, balancing remittance and submitting documentation necessary to substantiate funding in a time sensitive manner. Resolve complex issues related to benefit and retirement program administration such as contribution timeliness, hardship withdrawal requests and remittance reconciliation. Troubleshoot data discrepancies between systems, assist to identify root cause of errors and test corrections. Compile documents, gather data, execute reports, develop reconciliations and research discrepancies necessary to support annual non-discrimination testing and audit requirements. Support governmental and ad hoc audit or compliance inquiries. Conducts quality assurance practices to insure accuracy.  Enrollment & Special Projects Coordinate with third-party administration to execute enrollment periods for the Non-Qualified Deferred Compensation (NQDC) and Supplemental Savings Plans. Participate on internal CBA implementation team, coordinate with third-party administrators to prepare for changes and conduct system testing. Assist with health benefits annual and mid-year enrollment projects including requirements documentation, premium and pricing changes, peer review and acceptance testing. Actively participates in special projects such as service analysis, implementation and integration of new programs, mergers and acquisitions, facility relocations and significant organizational events. Vendor Relationship Management Liaison to benefits administration vendors, developing meaningful partnerships and relationships. Safeguard integrity of Company benefit plans, ensuring compliance of data interfaced to and from Company and vendor. Show less

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  Altice USA

  Jan 2017 - Oct 2019

  Leave Accommodation Analyst

  Conduct comprehensive initial evaluation and assessment; provide communication on leave laws, and the ADA/Workplace accommodation process. Interpretation and explanation of applicable procedures, policies, laws and regulations including Workers Compensation as well as applicable federal and state programs. Ensure efficient and accurate administration, coordination and compliance of various leave policies in addition to disability programs. Analyze documentation to determine proper course of action in enforcing deadlines, seeking clarification, and utilizing independent judgment to make sound recommendations. Provide support and advocacy throughout the duration of the Accommodation process. Serve as the critical communication link for all parties in the ADAA accommodation process, including employees, management, HR and legal. Participate in conference calls with inside and outside counsel regarding case specifics (e.g.: complex files, suits filed in conjunction with leave of absence, termination requests, etc.). Responsible for independent problem solving and addressing escalated issues as appropriate, including review of complex situations for Manager/Director input, and resolution. Maintain employee records (e.g. ADAA requests for Accommodation; medical records, personnel data, HRIS system records) in accordance with specific confidentiality laws, HIPAA, state and federal requirements. Act as main resource to coordinate with payroll and insurance carrier(s) with necessary information to process STD, LTD, state mandated disability, and Waiver of Premium (Life Insurance) claims. Ensure vendor management adherence and compliance. Show less

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  Builders FirstSource/Probuild

  Sept 2019 - Aug 2020

  LOA Administrator

  Act as a liaison between Builders FirstSource third-party leave and workers compensation carriers/administrators, serve as subject matter expert to employees, managers and human resources representatives. Support the broader benefits team on special projects. Essential Duties and Responsibilities• Manage relationship with third-party administrator • Serve as internal contact for escalated claims issues/inquiries to the point of resolution• Collaborate with internal stakeholders and third-party administrator on ADA/FMLA/return to work • Process leave of absence approvals and rejections• Calculation of short-term disability payments in accordance with established plan benefits• Communication with leadership on status of claims/leave of absence and return to work expectations• Analysis and reporting for leaves of absence• Provide Leave of Absence guidance and direction to employees, HR Partners, Managers and Payroll• Dissemination of communication to employee population• Maintain highly confidential employee Personal Health Information, ensuring HIPPA compliance Show less

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  Visiting Nurse Association of Texas

  Aug 2020 - Jul 2022

  HR Manager

  Auditing of HR programs to correct issues and manage compliance and riskSupport annual non-discrimination testing and audit workFacilitate annual dependent audit verification processProvide analytical and technical support in the delivery of HR program(s)Serve as SME for administration and governance of H&W in accordance with federal and state lawsSME for complex LOA/ADA administration Participate in investigations, following up with relevant partiesAssist in the progression and moderation of operating policies, guidelines, and systems to encourage best practices across the organizationStudy and assess benefit compliance needs and trends as well as implementing employee benefit programs and practicesProvide expert advice and education to employees and leaders regarding policies, processes and best practices Show less