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By combining relevant experience and skills, I can develop a clear understanding of clients’ needs and desires and bring the client satisfaction rate to new levels. I am a proven problem solver with the ability to “think outside the box” and quickly adapt to new situations and environments, and a noted ability to communicate equally well with both technically oriented and non-technically oriented partners and team members. I thrive on challenges and will constantly seek opportunities to improve my team’s and my own overall work product.

Technical Skills

• Microsoft Office Suite: Word, Excel, Access, PowerPoint
• Intuit QuickBase
• Ticket tracking systems
• Experience designing marketing and orientation materials to present highly technical material in a manner that summarizes and clarifies it for a non-technical audience.
• HTML 4.01; XHTML 1.0; CSS 2.0; familiarity with writing markup for both web pages and email; maintain web sites as a hobby outside work
• Use of Internet social media tools (Twitter, WordPress, Facebook, Wikipedia, bulletin board systems, USENET newsgroups, topic discussion lists); creator and co-moderator of one of the largest and most active discussion communities on LiveJournal.com
• Ability to quickly acquire knowledge of new applications and application enhancements

Selected Accomplishments

• Played a critical role in a team-based process review and automation effort that, in six months, increased program execution capacity by over 300% while significantly reducing errors. Remain in the role, as a part of continuous process improvement.
• Designed, documented and implemented end-to-end processes for implementation of a customized marketing campaign serving high-tier and sensitive clients. Currently take a lead role in execution aspects of special campaigns designed to meet strategic clients’ unique needs.
• Achieved over 25% employee adoption rate as a part of a cross-functional team that designed, promoted and implemented a new HSA-qualified health plan; during that same enrollment period increased participation in supplemental benefits by approximately 10%.
• Developed statistically/legally defensible tool for salary administration that resulted in 75% cost savings for newly filled positions during first year, as well as improved internal equity.
• Developed and implemented comprehensive new hire orientation program identified as a best practice within state government.
• Served three years as a member of a cross-functional, cross-agency advisory committee providing oversight of statewide Section 125 (cafeteria benefits) plan; also served one year on special subcommittee charged with complete redesign of marketing and communications strategy.

Employment Chronology

• Intuit Financial Services (formerly Digital Insight), Norcross, Georgia
  Marketing Operations Specialist, February 2007-present

  Operational administration of web- and email-based marketing promotions on behalf of clients, including infrastructure design to ensure proper results reporting for later analysis and incentive fulfillment. Coordinate client registrations/outreach; set up email promotions and place home page banners; serve as technical liaison with Web designers and email marketing vendors, translating program objectives into component execution. Identify and implement automation processes and procedures for maximum scalability while maintaining flexibility to meet clients’ unique requirements. Partner with sales and account managers to encourage client participation. Prepare and release internal and external communications concerning operational matters. Manage section help desk phones and emails, serving as overall subject matter expert for the team.

  Employed in a non-career related position July 2006-January 2007.

• The Castleton Group, Raleigh, North Carolina
  Benefits Specialist/Lead Benefits Specialist, December 2004-June 2006

  Coordinated and administered benefits function for a professional employer organization with 120+ clients, 3,500+ worksite employees and a mixture of standard and client-specific benefits plans. Responded to email and phone inquiries and maintained appropriate documentation. Promoted to lead specialist after ten months; handled escalated and highly sensitive matters involving protected health information. Managed enrollments, changes and terminations including annual enrollment. Served as HIPAA Privacy Officer/staff notary and ensured compliance with HIPAA, COBRA, ERISA, Section 125 and FMLA.

• State of North Carolina, Raleigh, North Carolina
  Personnel Specialist, September 1996-November 2004

  Four progressively responsible positions in three agencies, beginning as a personnel assistant and ending as a personnel technician administering employee benefits, recruitment/selection and salary administration. Managed job listings; served as compliance resource for hiring managers and committees; negotiated and managed salaries. Conducted employee orientations and outplacements; developed tracking and automation methods for garnishments, bonuses and training coordination. Coordinated annual enrollments and administered salary equity studies for positions classified as staff, law enforcement, K-12 educators and college faculty. Served as a resource regarding various computer applications.

  Also employed as a general office clerk from August 1995 through August 1996.

Education

• Pitt Community College, Greenville, North Carolina
  A.A.S., Business Administration/Human Resources Management

Personal Information

• Located in Atlanta, Georgia
• Able to travel up to 50%

References and non-electronic contact information available upon request.