Chelsea Ashley
Bronx
Summary
Resourceful and impact-driven Benefits Operations Associate with 4+ years of experience improving health insurance servicing and internal workflows in a high-volume, customer-focused environment. Known for spearheading scalable process enhancements—including securing self-service carrier portal access for urgent requests and creating shared KPI forums to bridge communication between CSO and Benefits teams. Adept at launching cross-functional initiatives, leading documentation and audit systems, and coaching peers through operational change. Recognized for translating team needs into streamlined solutions, championing clarity, and driving resolution efficiency through both technical tools and human connection.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Benefit Operations Associate
Justworks
05.2021 - Current
- Support benefit operations and optionality by identifying recurring issues in carrier processes and escalating them through appropriate channels to improve outcomes for customers and internal teams.
- Initiated and led a full-scale audit of MDV Benefits content in Confluence, establishing version control, accuracy standards, and page ownership for 100+ documents, improving usability and reducing support escalations.
- Established a cross-functional Confluence space, Slack Channel and monthly forum as part of the QLE Taskforce, uniting CSO and Benefits to streamline communication, centralize knowledge-sharing, and build a shared understanding of queue performance, KPIs, and recurring issues.
- Led recurring data reviews and fostered collaboration by providing visibility into trends and supporting joint problem-solving across CSO + Benefits.
- Launched and facilitated the QLE Taskforce, creating an SME group that met monthly to review KPIs and share insights. Enhanced cross-departmental alignment between Benefits and CSO.
- Collarboated with Learning and Development and Course Design to educate ~50 new CSO team members on benefit processes
- Served as the Benefits liaison for internal knowledge initiatives, coordinating with Product, Engineering, and the Knowledge team to test and implement Confluence upgrades, enhancing internal searchability and usability.
- Spearheaded a Jira integration for audit tracking, self-teaching Jira operations to bulk upload Confluence pages for auditing when Engineering support was unavailable—eliminating delays and enabling scalable documentation ownership.
- Championed and secured portal access for MetLife and UHC, advocating for self-service functionality that allowed urgent enrollments and benefit plan changes to be completed without carrier intervention. This operational win enabled faster ticket resolution, reduced customer wait times, and paved the way for scalable, partner-approved workflows across lower-revenue carriers.
- Acted as informal Knowledge Manager, fielding complex questions, documenting solutions, and identifying gaps in training material.
- Created reference resources to upskill peers and improve process clarity.
- Participated in cross-functional Opsathons and AI-focused solution development to explore automation in Benefit Operations.
Donor Service Assistant
Cnewa
08.2018 - 05.2021
- Implemented donor profile verification protocols to ensure data integrity and compliance with organizational standards.
- Conducted analysis of donor trends using Excel and Salesforce, providing actionable insights that influenced funding strategies.
- Partnered cross-functionally to streamline donor data management, improving operational efficiency.
Program Assistant
ACS Workforce Institute
12.2017 - 08.2018
- Facilitated cross-institutional partnerships that expanded program reach and improved learning outcomes.
- Developed and maintained data tracking protocols using Excel and Cornerstone, ensuring accurate participant records.
- Created streamlined administrative processes that led to increased participant enrollment and improved completion rates.
Education
Bachelor of Arts - Psychology
City College of New York
12.2019
Skills
- Health Insurance Expertise
- Process Improvement Enablement
- Knowledge Management
- Cross-Functional Collaboration
- Training & Enablement
- Vendor Collaboration Advocacy
- Data-Driven Support
Certification
- Certified Knowledge Manager
- Knowledge Manager Institute
- 2023
Timeline
Benefit Operations Associate
Justworks
05.2021 - Current
Donor Service Assistant
Cnewa
08.2018 - 05.2021
Program Assistant
ACS Workforce Institute
12.2017 - 08.2018
Bachelor of Arts - Psychology
City College of New York
Similar Profiles
Corey NicholsCorey Nichols
Customer Success Specialist at JustworksCustomer Success Specialist at Justworks
Joseph PyramJoseph Pyram
Software Engineer at JustworksSoftware Engineer at Justworks
Dr. Michael T. BlueDr. Michael T. Blue
Sr. Manager, Field Enablement at JustworksSr. Manager, Field Enablement at Justworks
Denton OshanielDenton Oshaniel
security guard at Guardman Organizationsecurity guard at Guardman Organization
Tasnia SyedTasnia Syed
Telemetry Registered Nurse at New York Presbyterian Lawrence HospitalTelemetry Registered Nurse at New York Presbyterian Lawrence Hospital