L. Isabel Gallegos
Houston,TX
Summary
Accomplished Benefits Administrator with extensive experience in the end-to-end management of complex health and welfare plans and 401(k) plans. A Subject Matter Expert (SME) skilled in interpreting complex provisions, resolving diverse participant inquiries, and developing clear, effective plan communications. Strong relationship management abilities with Third Party Administrators, Vendors, Clients, and Employees, dedicated to exceptional service and accurate information management.
Overview
27
27
years of professional experience
Work History
Account Service Manager
Guardian Life Insurance
09.2025 - Current
- Manage the end-to-end investigation, resolution, and response for all customer inquiries, ensuring prompt and accurate issue resolution for clients and brokers.
- Provide proactive and continual education to clients and brokers on Guardian's processes, policies, and procedures, including self-service functionality and portal navigation. This directly correlates to ensuring participant understanding and compliance with benefits policies.
- Serve as a key point of contact for clients and brokers, providing expert guidance on Guardian's processes, policies, and procedures.
- Handle and resolve sensitive customer inquiries, requiring the discreet management of confidential information to mitigate liability and maintain client trust.
- Manage assigned client and broker relationships independently, building strong relationships and delivering proactive, expert support.
Manager, Human Resources and Employee Relations
NBC Universal
12.2020 - 09.2025
- Led cross-functional teams to enhance operational efficiency and productivity across multiple departments.
- Developed and implemented strategic initiatives that aligned with organizational goals and improved overall performance.
- Partnered with TV Productions/Shows to introduce and ensure adherence to HR policies and best practices, mirroring the need to apply complex plan provisions and federal regulations.
- Served as a subject matter expert in COVID-19 response protocols and general HR policy for all levels of the organization, providing guidance and interpretation.
- Assisted with employee relations investigations and interviews, dealing with highly personal, confidential, and sensitive information with discretion and professionalism.
- Provided coaching, guidance, summaries, and next steps for ER issues, demonstrating strong problem-solving and communication skills similar to resolving participant inquiries and issues.
- Managed and supervised teams of up to 20 HR professionals, training and facilitating the onboarding process for new team members and productions, demonstrating strong leadership and independent decision-making.
Client Service Associate
Morgan Stanley
02.2019 - 06.2020
- Maintained existing client relationships through prompt processing of requests and diligent resolution of client inquiries, ensuring high levels of client satisfaction.
- Increased team efficiency by developing and implementing streamlined processes for client communication and account management, similar to improving plan communications.
- Managed the onboarding of new client accounts, which required the meticulous collection and maintenance of required documentation and sensitive client information. Ensured all key client information and documentation were up-to-date and compliant with internal record-keeping standards.
- Developed streamlined processes for client communication and account management, demonstrating experience in improving communication efficiency and clarity.
- Supported Financial Advisors by independently managing administrative duties and developing process improvements, indicating a proactive and self-directed work ethic.
Retirement Plan Analyst/Human Resources Generalist
Cardno, Inc.
04.2014 - 11.2017
- Served as Plan Administrator for the Company benefits program and managed the day-to-day operation of the Cardno $100M+ Retirement Plan (401(k)), ensuring plans were administered in compliance with plan documents and federal regulations, including all required reporting and disclosures.
Processed and maintained Family and Medical Leave (FMLA) and benefit-related program documentation such as short- and long-term disability claims and workers' comp. - Served as the primary contact for the Third Party Administrator (TPA) regarding the administration of retirement benefits programs, fielding benefits-related questions and providing explanations and resolutions in a timely manner.
- Provided excellent service to employees regarding retirement benefits, acting as the main contact for the vendor (Fidelity PSW).
- Maintained confidentiality of proprietary information and managed highly sensitive employee data in Human Resources Information System (ADP, Workday), including new hire and termination workflows.
- Fielded benefits-related questions and provided explanations and resolutions in a timely manner, serving as the primary contact for TPA and vendor regarding all retirement benefits.
- Worked with TPA to develop communication and education materials for all retirement plans and prepared/conducted new hire orientations.
- Managed the 401(k) annual audit, 5500 process, compliance testing, and Summary Annual Report (SAR) distributions, demonstrating independent management of critical plan functions.
Client Relations Manager
Voya Financial
01.1999 - 04.2012
- Consulted with clients and Financial Advisors on complex investment issues including performance, diversification, style, and suitability, applying plan provisions and regulatory knowledge.
- Managed a book of business, ensuring overall client satisfaction and retention by resolving complex inquiries and strengthening relationships with plan sponsors, advisors, and Third Party Administrators (TPAs).
- Worked with plan sponsors to design and implement participant education campaigns that drove increased participation and contribution rates and improved overall plan health.
- Worked with plan sponsors to design and implement participant education campaigns that drove increased participation and contribution rates and improved overall plan health.
- Developed and managed business plans that identified key clients and advisors, including action steps to strengthen those relationships and communications.
- Responsible for managing confidential client portfolios and managing pricing strategies, Request For Proposal (RFPs), and benchmarking exercises, requiring a high degree of discretion and risk management.
- Functioned as an individual contributor responsible for managing Voya’s relationships and business plans with corporate retirement plan sponsors, demonstrating autonomous decision-making and business management skills.
Education
High School Diploma -
Galena Park High School
Galena Park, TXSkills
- HR policies and procedures
- Employee relations
- Training and mentoring
- Client communication
- Issue resolution
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Account Service Manager
Guardian Life Insurance
09.2025 - Current
Manager, Human Resources and Employee Relations
NBC Universal
12.2020 - 09.2025
Client Service Associate
Morgan Stanley
02.2019 - 06.2020
Retirement Plan Analyst/Human Resources Generalist
Cardno, Inc.
04.2014 - 11.2017
Client Relations Manager
Voya Financial
01.1999 - 04.2012
High School Diploma -
Galena Park High School