Cynthia Hayden
Duffield
Summary
Director of Implementation at Mark III Employee Benefits, skilled in project management and customer service. Successfully developed strategies that enhanced system integration and user training, leading to improved customer satisfaction. Proven ability to leverage customer feedback for quality assurance, ensuring seamless platform launches and exceeding client expectations.
Overview
41
41
years of professional experience
1
1
Certification
Work History
Director of Implementation
Mark III Employee Benefits
Johnson City
01.2022 - Current
- Developed strategies to ensure successful implementations of new enrollment platforms.
- Evaluated customer feedback regarding system performance, usability.
- Performed quality assurance testing prior to launching new enrollment platforms into production environment.
- Conducted training sessions for users on how to use newly implemented systems.
- Reviewed and approved project plans prior to implementation.
- Facilitated communication between internal teams and external vendors and partners.
- Assisted with troubleshooting issues during implementation stage.
- Provided technical guidance on the development of system integration solutions for clients.
- Maintained regular contact with customers throughout the entire implementation process.
- Ensured that all relevant documentation was kept up-to-date throughout each project's life cycle.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Conducted testing enrollment platforms to ensure quality and reliability.
- Updated and maintained databases with current information.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Completed day-to-day duties accurately and efficiently.
- Worked with clients and carriers to gather information needed to build the enrollment platform.
Benefits Account Manager
Mark III Employee Benefits
Johnson City
09.2015 - 12.2022
- Implemented best practices across all areas of responsibility within the Benefits department.
- Led classes for new and existing employees to outline benefits choices.
- Reviewed invoices from vendors for accuracy prior to payment processing.
- Drafted communications related to changes in employee benefits plans or processes.
- Conducted annual reviews of existing benefit plans to ensure they are up-to-date with current regulations.
- Maintained detailed records of all employee benefit accounts including contributions and deductions.
- Assessed compliance with plan frameworks, company standards and legal statutes.
- Created and maintained employee benefits accounts, processed enrollments, changes, terminations and cancellations.
- Researched employee benefit and health and safety practices, recommending changes or modifications to existing policies.
- Audited benefit accounts for compliance with company policies and procedures.
- Participated in meetings and conference calls with vendors, brokers, consultants, administrators related to employee benefits programs.
- Monitored benefit account activity to ensure accuracy of information in the system.
- Assisted with the development of new benefit plans and programs as needed.
- Provided customer service to employees regarding their benefits accounts, answered questions and resolved issues.
- Ensured timely delivery of materials related to employee benefits such as enrollment kits, booklets, forms and other documents.
- Coordinated communication efforts between internal departments and external vendors regarding employee benefits programs.
- Facilitated open enrollment process by providing guidance on available options.
- Assisted in the preparation of presentations related to employee benefits topics for executive management team.
- Evaluated customer needs and proposed specific benefits options.
- Utilized various software and tools to streamline processes and optimize performance.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Completed day-to-day duties accurately and efficiently.
Benefits Account Manager
South-West Insurance
Norton
10.2010 - 09.2015
- Drafted communications related to changes in employee benefits plans or processes.
- Conducted annual reviews of existing benefit plans to ensure they are up-to-date with current regulations.
- Maintained detailed records of all employee benefit accounts including contributions and deductions.
- Completed yearly evaluations of providers to check service options and coverage plans against competitors.
- Created and maintained employee benefits accounts, processed enrollments, changes, terminations and cancellations.
- Researched employee benefit and health and safety practices, recommending changes or modifications to existing policies.
- Prepared reports on benefit plan costs and utilization trends for management review.
- Audited benefit accounts for compliance with company policies and procedures.
- Assisted with the development of new benefit plans and programs as needed.
- Provided customer service to employees regarding their benefits accounts, answered questions and resolved issues.
- Ensured timely delivery of materials related to employee benefits such as enrollment kits, booklets, forms and other documents.
- Facilitated open enrollment process by providing guidance on available options.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Identified needs of customers promptly and efficiently.
- Completed day-to-day duties accurately and efficiently.
Teaching Assistant
Wise County Public Schools
Wise
08.1992 - 10.2010
- Tutored and assisted children individually and in small groups to help master assignments and reinforce learning concepts.
- Assisted in planning and implementing lesson plans in accordance with state curriculum standards.
- Supported classroom teacher in managing a diverse classroom of students.
- Maintained a safe environment for all students while adhering to school policies and procedures.
- Proctored examinations and monitored for cheating.
- Graded assignments and exams in a timely and fair manner.
- Assisted teachers in creating lesson plans and providing instructional materials.
Front-End Department Manager
Lowes Home Improvment
Wise
03.2006 - 08.2008
- Emphasized customer service excellence through ongoing training of front-line team members to improve customer service ratings.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Managed customer complaints and rectified issues to complete satisfaction.
- Managed opening and closing procedures by reconciling sales records and cash transactions with software data.
- Delegated work to staff, setting priorities and goals.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Recruited and trained new employees to meet job requirements.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Monitored cash drawers in checkouts to verify adequate cash supply.
Accounts Payable and Receivable Manager
Bower's Lumber and Supply
Big Stone Gap
10.1984 - 04.1986
- Reconciled monthly statements and transactions to keep records accurate and current.
- Ensured adherence to generally accepted accounting principles when processing transactions.
- Reconciled bank statements on a regular basis to ensure accuracy of transactions.
- Handled high-volume invoice processing with minimal supervision.
- Problem-solved accounts payable questions on behalf of internal team members, management and vendors.
- Verified accuracy of calculations related to accounts payable and receivable activities.
- Created detailed reports for management review on a regular basis.
Education
Some College (No Degree) - Accounting
Mountain Empire Community College
Big Stone Gap, VASkills
- Project management
- Quality assurance
- System integration
- Customer feedback
- Database management
- User training
- Time management
- Implementation strategy
- Customer service
- Attention to detail
- Technology integration
Certification
- Life and Heath License (Virginia)
References
References available upon request.
Timeline
Director of Implementation
Mark III Employee Benefits
01.2022 - Current
Benefits Account Manager
Mark III Employee Benefits
09.2015 - 12.2022
Benefits Account Manager
South-West Insurance
10.2010 - 09.2015
Front-End Department Manager
Lowes Home Improvment
03.2006 - 08.2008
Teaching Assistant
Wise County Public Schools
08.1992 - 10.2010
Accounts Payable and Receivable Manager
Bower's Lumber and Supply
10.1984 - 04.1986
Some College (No Degree) - Accounting
Mountain Empire Community College
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