Summary
Overview
Work History
Education
Skills
Timeline
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Jaleesa Bowers

Lansing,IL

Summary

Results-driven Benefits Operations Specialist with 3+ years of experience resolving escalated benefit issues, improving workflows, and supporting cross-functional teams. Proven track record in handling high-volume case loads with precision, optimizing operations, and collaborating with Engineering, Product, and carriers. Known for a strong sense of ownership, process excellence, and customer-first problem-solving.

Overview

5
5
years of professional experience

Work History

Benefits Operations Specialist

Gusto
08.2022 - Current
  • Deliver best-in-class support for complex Group Termination (GT) workflows, achieving a sustained average attainment score of 208.2%, and consistently ranked above team averages, with a record 309% case attainment during peak periods.
  • Handled 1,900+ GT cases and 250+ related tickets, during the past Gustoifed period, with exceptional accuracy, responsiveness, and adherence to SLAs.
  • Identified and analyzed trends in GT BOR renewal dismissals and queue behavior; implemented improvements that enhanced efficiency and prevented recurring issues.
  • Played a key role in validating the Salesforce Lightning transition for the GT team—reporting bugs, suggesting usability enhancements, and ensuring system functionality met team needs.
  • Maintain stellar documentation and case notation; consistently respond to ticket tags with accuracy and timeliness, supporting downstream efficiency.
  • Hosted office hours, mentoring team members and strengthening shared understanding of benefits tools, workflows, and case handling best practices.
  • Demonstrated core strengths in ownership, urgency, and cross-functional collaboration, consistently aligning with Gusto's service and operational values.

Driver Support Specialist

Veho
03.2022 - 09.2022
  • - Delivered real-time support to drivers by managing 5-10 live chats simultaneously, swiftly resolving escalated logistics and delivery issues.
  • - Acted as a key escalation point for route abandonment, delays, or emergency situations, including accidents and vehicle breakdowns.
  • - Identified recurring issues through frontline support interactions and escalated operational gaps with actionable feedback.
  • - Collaborated cross-functionally with internal support teams and logistics partners to maintain seamless driver and customer experiences.
  • - Utilized ticketing systems to manage case queues, track trends, and prioritize time-sensitive customer concerns.
  • - Demonstrated strong communication and problem-solving skills while maintaining composure under high-pressure situations.

Provider Services Associate

Magellan Health
11.2021 - 04.2022
  • - Resolved benefit authorization discrepancies by coordinating directly with providers and insurance carriers to secure required approvals.
  • - Proactively researched and clarified insurance policies, ensuring full compliance with regulatory guidelines and HIPAA standards.
  • - Handled sensitive member data while processing pre-authorizations, pre-certifications, and denied claims with high attention to detail.
  • - Maintained thorough knowledge of evolving policies, eligibility systems, and insurance plan requirements to streamline case handling.
  • - Supported both internal teams and external stakeholders with timely updates and issue resolution across medical and behavioral health services.

Customer Service Representative

Wayfair
07.2020 - 06.2021
  • - Provided responsive, empathetic support across a wide range of customer needs-including billing, product issues, delivery coordination, and returns.
  • - Resolved escalated concerns with a customer-first mindset, de-escalating issues while maintaining composure and professionalism.
  • - Managed a high-volume caseload of inbound and outbound calls, accurately documenting interactions and tracking resolutions.
  • - Informed customers of delivery statuses, account changes, and billing options, including setting up payment plans when needed.
  • - Collaborated with fulfillment and logistics teams to resolve inventory and shipping issues, contributing to improved order accuracy and satisfaction.
  • - Demonstrated consistent reliability and attention to detail in managing service queues and follow-ups.

Education

High School Diploma -

Indian State University

Skills

  • Operational efficiency
  • Planning and coordination
  • Cross-functional communication
  • Project management
  • Salesforce Proficiency
  • Communication Skills

Timeline

Benefits Operations Specialist

Gusto
08.2022 - Current

Driver Support Specialist

Veho
03.2022 - 09.2022

Provider Services Associate

Magellan Health
11.2021 - 04.2022

Customer Service Representative

Wayfair
07.2020 - 06.2021

High School Diploma -

Indian State University

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Jaleesa Bowers