MARY SCOTTEN
Lincoln
Summary
Dedicated Analyst specializing in pension and benefits administration, with over 33 years of combined experience in complex data analysis, regulatory compliance, and high-level stakeholder management. Proven track record at CalSTRS evaluating complex member accounts to ensure accurate retirement calculations, policy compliance, and strict adherence to Teachers’ Retirement Law. Expert at utilizing advanced case management techniques to resolve intricate inquiries, deliver high-quality service, and guide CalSTRS members through critical retirement decisions. Collaborative collaborative former HPE Operations Manager recognized for active listening, empathy, and driving first-call resolutions through cross-functional team collaboration.
Overview
33
33
years of professional experience
1
1
Certification
Work History
Contact Center Analyst
CalSTRS
Sacramento
06.2026 - Current
- Utilize advanced case management techniques to guide CalSTRS members through critical retirement decisions, addressing complex questions and complaints with empathy and professionalism.
- Managed high-volume verbal member inquiries via toll-free inbound line, actively listening and rephrasing inquiries to ensure high first-call resolution.
- Evaluate complex member accounts to ensure accurate pension and retirement calculations while maintaining strict compliance with Teachers’ Retirement Law, California Education Code, and policy memos.
- Researched and resolved escalated member inquiries referred by less experienced analysts; provided technical guidance, identified account discrepancies, and processed work orders.
- Represented Customer Service on project teams and committees, analyzed data to develop recommendations for process improvements and operational efficiency.
- Maintain a high degree of schedule adherence and efficient call-time management to consistently meet department service level demands and organizational goals.
- Actively develop and maintain advanced-level business knowledge regarding retirement law updates, hot topics, and administrative directives to deliver the most up-to-date member information.
- Participate in special projects and system testing, reviewing proposed publication modifications, letters, and web materials for accuracy and consistency.
- California State Teachers’ Retirement System
Account Operations Manager (Project Manager/Analyst)
Hewlett Packard Enterprise
Roseville
12.1993 - 11.2025
- Optimized reporting frameworks for longitudinal tracking of mission-critical metrics, delivering trend forecasting that supported strategic decision-making for senior leadership.
- Evaluated program statistics and historical trends using Completed Staff Work principles to interpret complex technical data, providing risk-mitigation recommendations that informed executive leadership decisions.
- Oversaw expenditure-vs-authority records and budget appropriations, serving as division expert in interpreting Service Level Agreements (SLAs) and procurement policies to ensure compliance.
- Authored technical memoranda, cost-benefit analyses, budget justifications, and Scopes of Work (SOW) to support high-value expenditures and multi-year agreements.
- Represented the operations division on cross-functional teams to streamline contract renewal cycles, defining automated workflows and updating administrative procedures.
Education
Bachelor of Arts - Communications
California State University, Sacramento
SacramentoSkills
- Call center operations
- Customer relationship management
- Case Management Systems
- Data collection and analysis
- Advanced MS Excel
- SharePoint & CRMs
- Technical Documentation
- Problem solving
- Risk Mitigation
- Policy Interpretation
- Contract negotiation
- Completed Staff Work
Certification
Typing Certification, 66 WPM, 99% Accuracy, Roseville Testing Center, 04/10/26
Timeline
Contact Center Analyst
CalSTRS
06.2026 - Current
Account Operations Manager (Project Manager/Analyst)
Hewlett Packard Enterprise
12.1993 - 11.2025
Bachelor of Arts - Communications
California State University, Sacramento