Lourdes Maria Velez Wagar
Ocala,FL
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
2027
2027
years of professional experience
Work History
Sales Support Advisor
OneDigital
Atlanta, GA
08.2023 - 03.2026
- Streamlined communication processes with clients to promote efficient responses and bolster support efforts.
- Developed and organized sales presentations and materials to enhance client engagement.
- Systematically tracked and recorded over customer interactions and service requests to support operational efficiency.
- Supported implementation of new tools to enhance sales tracking and reporting.
- Facilitated customer account support by responding to inquiries and effectively resolving service challenges.
- Engaged with vendor development and support personnel to troubleshoot and resolve challenges impacting sales activities.
- Conducted training sessions for team members on best practices and compliance standards.
- Managed between over 50 client service, billing, renewal and implementation inquiries and activities daily.
Client Advocate
OneDigital
Atlanta, GA
03.2018 - 08.2023
- Provide consistent client advocacy and service related to eligibility, claims and billing.
- Analyze Benefits related issues to arrive at necessary resolutions for clients and to avoid future repetition of problems addressed.
- Communicate with carriers in a consistent manner, in order, to make certain group's employees are enrolled or terminated in the most expedient manner related to each situation.
- Manage over 40 customer service and carrier directed tasks to resolve client issues, while adhering to HIPAA guidelines on a daily basis.
- Gather necessary documentation and information from groups and employee to submit effective special exceptions requests for enrollments related to delays in submission to carriers.
- Assist clients with the processing of qualifying life event through carries to make sure employees and dependents are covered with the necessary coverage.
Client Service Specialist
Benefit Advisors, Inc.
Ocala, Florida
10 2010 - 03.2018
- Cultivated client loyalty and retention through exceptional customer service delivery.
- Maintained comprehensive documentation of active and resolved cases within CRM systems.
- Evaluated client claims issues to facilitate accurate resolutions with carriers and providers.
- Resolved billing discrepancies for clients by conducting thorough analyses and coordinating follow-up actions with carriers.
- Facilitated client benefits inquiries by delivering accurate information and prompt responses.
- Processed 30-45 client eligibility and billing requests on any given day.
Education
Masters in Pastoral Studies And Theology - Pastoral Studies
Loyola University
New Orleans, Louisiana05.2009
Bachelor of Arts - Spanish Language & Literature
University of Florida
Gainesville, Florida05.2001
Skills
- Florida State Life and Health Insurance License
- Bilingual in English and Spanish
- Client relationship management and client engagement
- Product knowledge
- Proficient in CRM and Microsoft Office Suite components
- Experienced in navigating various benefits administration platforms
- Critical and analytical thinking
- Project management
- Solution-oriented approach
- Conflict management
- Employee benefits implementation and administration
Timeline
Sales Support Advisor
OneDigital
08.2023 - 03.2026
Client Advocate
OneDigital
03.2018 - 08.2023
Client Service Specialist
Benefit Advisors, Inc.
10 2010 - 03.2018
Masters in Pastoral Studies And Theology - Pastoral Studies
Loyola University
Bachelor of Arts - Spanish Language & Literature
University of Florida