CATHY C.

HOWELL
5271 Coronet Drive
Jacksonville, FL 32205-7238
904.307.4733
ch10f4e76@westpost.net
Summary
Highly accomplished business management professional with over 20 years of exper
ience in the benefits outsourcing industry. Well versed in all aspects of emplo
yee benefits including Health & Welfare, Defined Benefit and Defined Contributio
n plans. Diverse experience poised to transition solid background in employee b
enefits administration to excel in a new career opportunity. Exceptionally orga
nized and disciplined; possess well developed interpersonal skills and the abili
ty to motivate and direct others in a supportive, cooperative team environment.
Offer outstanding team leadership and conflict resolution skills. Business mana
gement expertise; coordinate with cross functional teams and vendors in the exec
ution of daily tasks and functions.
Core Competencies
Process Improvement
Implementation
Client Relationship Management
Project Management
Employee Development
Root Cause Analysis
Professional Experience
ING, Jacksonville, FL 1998 - 2010
Operations Manager
Accountable for the day to day operations for several large and mid-market clien
ts that engaged ING to provide benefits outsourcing for Health & Welfare and Def
ined Benefit plans.
Primary client contact regarding participant escalations.
Ensured all service level agreements were met to comply with contractual sta
ndards.
Coordinated change management across functional business units including exter
nal vendors.
Proven expertise in managing annual enrollment both internally and externally
to ensure participant and client satisfaction.
Consistently reviewed and updated procedures to increase efficiency and reduce
processing errors.
Managed several client teams; maintained employee records, performance evaluat
ions and recommendations.
Quality and Process Improvement Manager
Standardized the reconciliation status reporting processes across all operatio
nal teams.
Coordinated the collection of incoming incident reports and guided their revie
w for the Incident Review Committee. Provided monthly incident report analysis t
o executive management.
Project managed company wide initiatives that support SAS 70 audit, internal a
udit and compliance guidelines.
Significantly reduced errors by performing internal control risk assessments o
n operational processes to identify defects and implement new controls.
Implementation Business Analyst
Collected and drafted plan provision business requirements.
 Updated core system requirements to be client specific.
Developed operational desk procedures.
Assisted in the development and drafting of test case scenarios.
Assisted in quality acceptance testing.
Developed and facilitated plan provision curriculum for call center and operat
ional staff for several ING clients.

BARNETT BANK TRUST COMPANY, Jacksonville, FL 1992 - 1998

401(K) Technician IV
Performed balance forward 401(k) plan administration for several trust company c
lients.
Updated participant demographic and compensation information, and prepared ass
et reconcilements of earnings, gains/losses, forfeitures and loans.
Prepared monthly, quarterly and annual plan valuations as well as participant
benefit statements.
Performed annual discrimination testing.
Successfully managed the conversion of several traditional 401(k) plans to a d
aily valuation platform.

Education
BA, Statistics, University of North Florida
Professional Developement
Six Sigma Black Belt Training, SigmaPro
Project Management Fundamentals, University of North Florida