LATECIA DONALDSON
Dallas,TX
Summary
Senior Client Success and Benefits Consultant with 15+ years of experience building trusted client relationships, driving customer retention, managing complex books of business, and delivering strategic employee benefits solutions. Proven success partnering with HR leaders, executive stakeholders, insurance carriers, and internal teams to improve customer outcomes, increase product adoption, support renewals, identify growth opportunities, and resolve complex client issues. Recognized for exceptional relationship management, consultative problem solving, executive communication, and cross-functional leadership. Passionate about helping organizations maximize the value of their benefits technology and employee experience while driving long-term
Overview
1
1
Certification
16
16
years of professional experience
Work History
Benefits Consultant
Bennie Health Inc.
Dallas, Texas
08.2025 - Current
- Manage a portfolio of employer clients, serving as a trusted advisor on benefits strategy and employee engagement.
- Conduct strategic client consultations to improve benefit utilization and customer satisfaction.
- Identify opportunities to expand services based on evolving client objectives.
- Collaborate with carriers and internal teams to deliver seamless client experiences.
- Analyze benefit trends and provide recommendations that improve customer outcomes.
- Guide clients through legislative changes while strengthening long-term relationships.
Benefits Account Manager
Risk Services of Louisiana
06.2024 - 03.2025
- Managed renewals, account growth, and retention for a diverse portfolio of employer clients.
- Led renewal negotiations and coordinated RFP processes with insurance carriers.
- Served as the primary escalation contact for complex client issues.
- Built strong executive relationships through proactive communication and strategic consultation.
- Supported expansion opportunities through additional products and services.
Benefit Analyst/Account Manager
Marsh & McLennan Agency
Dallas, TX
07.2019 - 06.2024
- Managed ongoing client relationships throughout the customer lifecycle.
- Delivered executive-level benefit presentations during renewal and open enrollment meetings.
- Developed benchmarking analyses demonstrating market competitiveness.
- Created employee communication materials to improve engagement and adoption.
- Mentored new employees while improving operational processes across the Dallas office.Prepare documentation for open enrollment meetings and prospect consultations.
- Compiled sales presentations and created benchmarking documentation to support client engagement and competitive analysis.
- Create benefit communications including benefit guides and annual notices.
- Compiling and processing audits and other compliance requirements.
- Produced benchmark documentation to standardize processes. for the Dallas Office. Sole license holder.
- Trained new hires and managed Resource Pool to ensure operational readiness and resource availability.
Account Manager
Health Care Service Corporation
Richardson, TX
07.2017 - 11.2018
- Oversaw relationships with large ASO (Self-Funded) clients to provide tailored service and support.
- Provided exceptional service to clients, fostering strong relationships for future business opportunities.
- Proactively identified and resolved client issues to enhance satisfaction and loyalty.
- Partnered with Account Executives, Underwriters, and Processors to ensure employer groups' plans are operating as expected
- Asked appropriate open-ended questions to discover prospects' needs and requirements.
- Developed ad hoc reports for employer groups, enabling analysis of insurance plan effectiveness and usage.
Account Specialist
Health Care Service Corporation
Richardson, TX
03.2015 - 07.2017
- Executed routine and complex account updates to effectively resolve issues, enhancing account accuracy and client trust.
- Maintained a 98% first attempt resolution rate
- Coordinated with I.T. department to avert client plan interruptions, maintaining service continuity and client satisfaction.
- Liaised with offshore vendor and internal processors to address processing errors and plan misinterpretations, ensuring streamlined communication and issue resolution.
- Adhered to standards of quality and service as well as all compliance requirements.
Account/Membership Representative
Health Care Service Corporation
Richardson, TX
11.2011 - 03.2015
- Processed small employer group (2-50 lives) account enrollments and set ups, ensuring operational plans for client groups.
- Scrubbed enrollment documents for errors, researching and resolving issues to maintain seamless enrollment and enhance client satisfaction.
- Developed and distributed processing job aids to educate and support new and existing representatives and account specialists, improving onboarding and operational knowledge.
- Trained new hire representatives and account specialist to review, correct, and process insurance group enrollments.
Claims Examiner
Health Care Service Corporation
Richardson, TX
03.2010 - 11.2011
- Reviewed medical records and coordinated with providers and patients to gather necessary documentation for claim processing.
- Verified documentation and resolved inconsistencies with high accuracy, ensuring claims were processed correctly.
- Reviewed insurance claims for accuracy and compliance with company policies.
- Analyzed claim documentation to identify discrepancies and required information.
- Communicated with healthcare providers to clarify claim details and resolve issues.
Education
Biology
Central Michigan University
Mount Pleasant, MIGraphic Design
Shaw Academy
Skills
- Customer Success Management
- Strategic Account Management
- Client Retention
- Customer Adoption
- Executive Business Reviews
- Customer Relationship Management (CRM)
- Benefits Consulting
- Employee Benefits
- Account Growth
- Renewal Management
- Upselling & Cross-Selling
- Customer Health
- Executive Presentations
- Stakeholder Management
- Benefits Compliance
- Negotiation
- Cross-Functional Collaboration
- Process Improvement
- Data Analysis
- Training & Mentoring
Certification
- Customer Service and Sales Credential: Badge#: LD043303752430, 05/2019
- NFR Foundation
- Certified Scrum Master: Badge #: 992349, 12/2018
- Scrum Alliance, Inc. - Dallas, TX
- General Lines, Life And Health: License#: 2230297, 10/2017
- Texas Department of Insurance - Richardson, TX
Timeline
Benefits Consultant
Bennie Health Inc.
08.2025 - Current
Benefits Account Manager
Risk Services of Louisiana
06.2024 - 03.2025
Benefit Analyst/Account Manager
Marsh & McLennan Agency
07.2019 - 06.2024
Account Manager
Health Care Service Corporation
07.2017 - 11.2018
Account Specialist
Health Care Service Corporation
03.2015 - 07.2017
Account/Membership Representative
Health Care Service Corporation
11.2011 - 03.2015
Claims Examiner
Health Care Service Corporation
03.2010 - 11.2011
Biology
Central Michigan University
Graphic Design
Shaw Academy