Breeana Zemba
Newport Beach,CA
Overview
13
13
years of professional experience
Work History
Sr. Client Service Specialist
The Baldwin Group
Irvine, CA
06.2024 - Current
- Serve as the primary point of contact for mid-size and large employer groups, delivering high-touch service across medical, dental, vision, life, disability, and voluntary benefits lines.
- Manage end-to-end client service needs including eligibility, billing support, plan changes, escalations, and carrier coordination to ensure accurate and timely resolution.
- Support renewal and open enrollment cycles by preparing benchmarking reports, reviewing carrier proposals, and assisting Account Managers with strategy presentations.
- Coordinate directly with insurance carriers and TPAs to resolve complex coverage issues, verify plan details, and advocate for members to ensure prompt issue resolution.
- Train new hires and junior service team members on internal workflows, carrier portals, compliance basics, and client communication best practices.
- Maintain detailed client documentation, workflows, and compliance records to ensure accuracy, consistency, and audit-readiness.
- Identify process gaps and recommend improvements that streamline operations, enhance the client experience, and reduce service turnaround times.
- Recognized for delivering exceptional client service, building trust-based relationships, and maintaining high client satisfaction and retention.
Senior Benefits Coordinator
MMChr
Los Angeles, CA
04.2023 - 12.2023
- Managed payroll deductions with 20 different schedules simultaneously as well as managed wellness programs to minimize health insurance costs in Kronos, UltiPro, Backoffice, and Salesforce.
- Utilized Salesforce to manage internal processes for over 50 different insurance carriers.
- Provided benefits information to employees and respond to employee queries about benefits policies.
- Facilitated timely delivery of employer contributions and employee payroll deductions to carriers.
- Calculated 401k deductions and loans for Nationwide Mutual Insurance Company policies.
- Processed benefits billing and reconciliation, invoices, and submitted quarterly and annual reports.
- Collaborated with payroll to ensure employer contributions and payroll deductions were processed accurately.
- Audited monthly billing reconciliation, corrected discrepancies on enrollment audits, and updated employee status.
Staff Relations Coordinator
The Cheesecake Factory Inc
Calabasas, CA
04.2021 - 11.2022
- Developed metrics used to trend data and guarantee compliance with investigations through EthicsPoint (i.e., V-lookups and pivot tables) and fix any technical errors on the back end.
- Created quarterly board reports for Staff Relation Cases including yearly data trends on sexual harassment cases, EEOC cases, COVID cases, and risk areas monitored.
- Managed an employee assistance program, the HELP Fund (Hardship Emergency Lifeline Program), while conducting monthly PowerPoint metric meetings with members of the board of directors.
- Used the Equifax database to perform internal eligibility checks for rehires and new hires, as well as conducted exit interviews for terminated staff members.
- Conducted weekly routine audits to manage information flow on UltiPro, Lawson, EthicsPoint, and JotForm.
Benefits Administrator
The Cheesecake Factory Inc
Calabasas, CA
09.2019 - 04.2021
- Prepared employee enrollment inquiries and responded to over 50 employee phone inquiries daily.
- Processed leave of absence requests, researched wellness credits programs, and administered allocation.
- Created weekly mail merges with MS Office informing newly eligible employees about their benefits.
Event Coordinator
The Cheesecake Factory Inc
Calabasas, CA
02.2019 - 08.2019
Server
The Cheesecake Factory Restaurant
Brea, CA
07.2012 - 08.2019
Education
Bachelor of Science - Sociology, Business Administration
California State University
Fullerton, CA05.2018
Timeline
Sr. Client Service Specialist
The Baldwin Group
06.2024 - Current
Senior Benefits Coordinator
MMChr
04.2023 - 12.2023
Staff Relations Coordinator
The Cheesecake Factory Inc
04.2021 - 11.2022
Benefits Administrator
The Cheesecake Factory Inc
09.2019 - 04.2021
Event Coordinator
The Cheesecake Factory Inc
02.2019 - 08.2019
Server
The Cheesecake Factory Restaurant
07.2012 - 08.2019
Bachelor of Science - Sociology, Business Administration
California State University