1. PATRICK M. MARLEY
Hackensack, NJ 07601 | 201.678.9291 | PMarley740@aol.com
GENERAL MANAGEMENT & BENEFIT SPECIALIST
Total benefits leader serving as expert for benefits process outsourcing (BPO) and call center leadership. Expertise
partnering with business leaders to achieve corporate excellence, drive operational excellence and improve people
initiatives. Highly effective at streamlining operations to implement efficient and standardized processes. Forge strong
relations at all levels of organization. A creative thinker and decision maker proven to effectively balance the needs of
clients with the mission of the organization.
Organizational Design Benefit Processing Program & Project Management
Data Analysis Tracking & Reporting QualityAssurance
Training& Development Customer Service Excellence Employee Health & Wellness
WAWA Inc. 2014-Present
Wawa, Inc., a privately held company, employs 22,000 associates throughout portions of New Jersey, Pennsylvania,
Delaware, Maryland, Virginia and Florida.
INVENTORY/MERCHANDISE MANAGER | 2014 –Present
InventoryMerchandise Manager (IMM) managesin-store inventory and works to maximize sales by reviewing
performance and analyzingsales trends. They also lead the trainingand coaching of Customer Service Associatesand are
there to ensure we deliver exceptional customer service.
Handle merchandisinglabelingand plan-o-grams
Coordinate dailytask assignments
Act as a leader for all customer services and cleanlinessprograms
Maintain vendor relations
Prepare sales action plans
Affiliated Computer Services (ACS) / Xerox | Secaucus New Jersey| 1998-2014
$6.2B, F500 BPO, IT and HR outsourcing organization with global client base and 74K+ employees worldwide.
TEAM LEAD | 2013-2014
Promoted into thisnewly created position to manage five client portfolios and serve as the platform/environment
subject matter expert for each client. Led team of five.
Served as single point of contact to represent the client management team.
Collaborated with various businessunitsto coordinate across function counterpartsrelevant for the client.
Assisted in the development of the position and the creation of policies and proceduresto ensure position
matched the businessneeds of the company.
BENEFITS ANALYST, HEALTH & WELFARE | 2010-2013
Managed the research of all initial inquiriesconcerning health and welfare for up to 1,000 active, retirees, surviving
spouses and alternate payees. Partnered with management toidentifybusiness needsand execute strategiesto ensure
profitabilityand competitive edge.
Implemented paymentson the ACS platform, proofed work performed by team members to ensure accuracy.
Assisted in training off-shore staff and transitioningwork to new employees.
Provided documentation to the audit team to verify regulatorycompliance.
2. BENEFITS SPECIALIST & TRAINER | 2006-2010
Multi-faceted role as benefitsspecialist with special assignment astrainer for 6 months.
Trained call center teamsranging from 5-50 participants on annual enrollment and businesstransactions.
Improved reportingdocumentsto provide detailed information leadingto quicker response time to inquiries
and reduced retirement casesand fees associated with agingcases.
Reduced fines for not meetingservice level agreementsbyimproving processes to increase productivity.
Member of the successful new client implementation team tomanage clients in remediation.
Assigned high profile projects by management team.
TEAM MANAGER | 2004-2006 & TECHNICAL ANALYST | 1998-2004
Led team upwardsof 20 part- and full-time employeesresponsible for multiple clientswith an employee pool of 1K-5K
global participants in both roles. Managed performance reviews, payroll, updated trainingmaterials, provided training
and tracked staffing requirements. Educated off-shore team on all new plan provisions and provided training.
Maintained qualityratingof 98% and response time of 100% within 48 hours of receipt of incominginquiries.
Assisted in the roll-out and trainingof new system releasesfor the processing department.
Traveled to India twice to lead transitioningproject of additional 15 workstations from New Jersey to new
processing center in India; created all trainingmaterialsand served as trainer to new employees.
Bachelor of Arts,Public Administration - Kean College of New Jersey