Eliana Reynolds
Denver,CO
Summary
Highly driven professional with a solid background in leadership, project management, and fostering organizational development. Proven expertise in benefits advising, process improvement, and team empowerment. Skilled in collaborating with diverse stakeholders to achieve strategic objectives.
Overview
5
5
years of professional experience
Work History
Benefits Advising- Escalations and Quality Team, Supervisor
Gusto
06.2022 - Current
- Foster a culture of engagement, empowering team members to prioritize customer needs and develop their careers within the organization
- Implemented process changes that led to a 45% reduction in errors, enhancing the accuracy and reliability of benefits initiatives
- Developed and executed a benefits innovation roadmap, leading to the introduction of three new innovative benefit improvements within the fiscal year
- Collaborated with the engineering and product teams to launch a new benefits product, resulting in a 15% increase in a better customer experience and improve our quality and accuracy
- Serve as a valuable knowledge partner, conducting in-depth research, documenting findings, and actively educating team members on internal processes, external policies, and industry best practices
- Lead strategic direction for Gusto’s benefit customers including identifying emerging technologies and implementing systems to ensure operational excellence and in turn exceptional customer outcomes
- Successfully led and mentored a team of 10-17, resulting in a 20% improvement in team productivity and morale
- Collaborated with Legal and Compliance to update the employee handbook, ensuring compliance with regulations and improving accessibility to benefits information and assure we are fully meeting HIPPA requirements
- Utilized data analysis to identify cost-saving opportunities, resulting in a 15% reduction in benefit expenses.
Benefits Advising- Escalations and Quality Team, Team Captain
Gusto
05.2019 - 06.2022
- Coordinate with our internal and external partners to help solve complex customer benefit issues, along with partner with our cross-functional teams to improve workflows, products, and remove customer pain
- Manage customer and cross-product escalations from start to finish to remove customer pain and improve cross-functional workflows
- Analyze and prioritize operational improvement opportunities, collaborating with cross-functional teams
- Quantify the impact of tool changes to deliver enhanced customer experiences
- Empower team members and cross-functional teams through supportive training and documentation.
Member Operations
Gusto
11.2019 - 05.2021
- Provide member-level support to customers and optimize continuous improvement efforts
- Develop metrics to measure team growth and performance, generating reports for internal stakeholders
- Collaborate with other teams to enhance the customer experience and streamline workflows
- Collaborate with other trainers to onboard new hires onto the team, provide office hours, assure training materials are up to date
- Onboard new hires, update training materials, and serve as a subject matter expert for tax advantage accounts.
Onboarding Advocate Flexor
Gusto
10.2020 - 01.2021
- Coordinate and implement group-level health benefits for new and renewing customers
- Manage customer benefit accounts, ensuring compliance and streamlined processes
- Collaborate with cross-functional teams to meet carrier deadlines and automate processes
- Analyze and transfer sensitive data using CRM and Gusto platforms
- Provide customer support and triage inquiries effectively.
Education
Master of Health Administration -
MSU Denver
Denver, CO01.2018
Spanish Translation Certification -
MSU Denver
Denver, CO01.2015
Bachelor of Arts Psychology -
MSU Denver
Denver, CO01.2014
Skills
- Training and mentoring
- Goal-Oriented
- Staff Management
- Employee Motivation
- Strategic Planning
- Complex Problem-Solving
- Staff Development
- Operations Management
- Process Improvement
- Project Management
- Business Administration
- Waste Reduction
- Data Analytics
Accomplishments
- Resolved product issue through consumer testing.
- Supervised team of 11-20 staff members.
Volunteer/Awards/Certifications
- Cybersecurity Risk Management Certification
- American College of Healthcare Executives, Colorado Chapter Volunteer Coordinator/Member
- MSU Denver MHA Advisory Board Member
- MSU MHA Alumni Association Board Member
- Care Giver of the Year, Saint Anthony Hospital (2015)
- Rebuilding Together Metro Denver (RTMD)
- I-Hope Training Certified
- Hands for Hope Day
- Denver Rescue Mission Volunteer
- Brighton Gardens Assisted Living (Memory Care)
- Special Olympics Volunteer
- Key Club Member
- Hispanic Scholarship Fund Chapter Member
- Phi Sigma Iota International Foreign Language Honor Society
- Upsilon Phi Delta Honor Society
Skills
- Leadership and Team Building
- Project Management
- Process Improvement
- Charge Reconciliation/Billing Management
- Bilingual: Spanish/English
- Supply Chain Management
- On-board Training
- Health Information System Training
- Volunteer Advocate/Relations
- Data Analysis
- Clinical Data Tracking
- SPSS
- Tape Library Systems
- Health Information Systems
- CRM Systems (Salesforce)
- Microsoft Office Suite
- WordPress
- Google Docs
Languages
Spanish
Native or Bilingual
Timeline
Benefits Advising- Escalations and Quality Team, Supervisor
Gusto
06.2022 - Current
Onboarding Advocate Flexor
Gusto
10.2020 - 01.2021
Member Operations
Gusto
11.2019 - 05.2021
Benefits Advising- Escalations and Quality Team, Team Captain
Gusto
05.2019 - 06.2022
Master of Health Administration -
MSU Denver
Spanish Translation Certification -
MSU Denver
Bachelor of Arts Psychology -
MSU Denver