Hi, I’m
Manuela Espino
Miami,F
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Summary
Dedicated Employee Benefits professional with successful background as first point of contact for employee-related issues. Adept at successfully solving complex problems. Knowledgeable of employee benefits packages including insurance, retirement accounts and employee assistance programs.
Overview
17
years of professional experience
1
Certification
Work History
Newpoint Resources, LLC
Implementation Specialist/Contractor
09.2022 - 06.2023
Job overview
- Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.
- Focused solutions on industry-specific workflow, client base and protocols, tailoring implementations to client needs.
- Explained complex, technology-related issues in basic, understandable terms to clients.
- Assist with a large and multifaceted software conversion project and drive user adoption for the Employee Benefits operational team. Part of the Fusion Project.
- Perform technology integration scope analysis of acquired agency technology infrastructure.
- Communicate and manage expectations around technical integration lifts and impacts to timelines.
- Assist in pre-conversion discovery sessions with Regions/Agencies.
- Formulate analysis and prepare discovery findings identifying all aras that must be acted upon.
- Provide Go-Live onsite support to the converting agencies to ensure a smooth transition.
- Responsible for agency data validation for conversion, completing spreadsheets, reviewing what is turned in to the agency or Taskforce.
- Train agency and Taskforce on validations.
- Assist end users to improve their proficiency with Agency management systems (Benefitpoint, Sagitta, Epic and Worsksmart/ImageRight)
- Monitor data integrity pre and post conversion for all acquired agencies during M&A and BAU
McGriff Insurance Services
Employee Benefits Account Manager
01.2021 - 09.2022
Job overview
- Assist Producer in sales, marketing and servicing of new and renewal business.
- Build and maintain key client and carrier relationships.
- Provide marketing information on products available in the marketplace that would allow the sale of additional lives of coverage to existing and prospective client
- Negotiate pricing, policy provisions and coverages with proposing and/or current insurance carrier
- Monitor expiration listing to assure accurate and timely renewals
- Assessed client requirements and developed targeted benefits solutions.
- Facilitate sales of employee benefit packages
- Explain benefits, answering questions and employee inquiries during open enrollment, accounts to ensure client remains happy
- Monitor and manage the renewal process for assigned book of business
- Coordinate meeting with clients and/or producer to present the renewal and supporting documents to gain acceptance of the renewal or commitment to go to market for alternate options
- Assist clients with compliance such as; HIPAA,COBRA FMLA,ERISA and legislative
- Review claims reports monthly or quarterly and deliver to clients as requested
- Coordinate and facilitate preparation and delivery of benefit booklets and/or benefit statements and any other fulfillment items
- Continually seek cross-sell opportunities and suggest new lines of coverage
- Ensure overall client satisfaction by proactively managing and anticipating the day to day needs of clients, through regular communication via phone, technology, and in-person visits
- Establish a Client Service Plan with each client based on mutual
- Kept programs in line with plan structure, company policy and legal requirements.
- Audited benefit programs and agreements to optimize service delivery.
Brown & Brown Insurance
Account Executive
06.2020 - 01.2021
Job overview
- Built and strengthened relationships with new and existing accounts to drive revenue growth.
- Resolved issues promptly to drive satisfaction and enhance customer service.
- Collaborated with internal teams to develop account strategy.
- Strengthened customer relationships with proactive and collaborative approach to managing needs.
- Gained understanding of goals, objectives and processes to meet client business needs.
- Establish Client Service Plan with each client based on mutual goals and objectives and maintain a monthly progress report of the Service Plan activities for review.
- Manage implementation of all carrier or plan changes including verifying plan benefits sold, rates, proper paperwork submission, and coverage verification.
- Maintain client renewal activity, presentation and plan implementation as set by company policy as well as vendor deadlines.
- Support clients in attaining compliance with governmental requirements by staying informed of new legislation and participating in available training.
- Work with Producer and Marketing Rep to develop renewal proposals, RFP, presentations.
- Oversee coordination of client service initiatives including but not limited to online enrollment systems, health fairs, wellness initiatives, website tools, member surveys, open enrollment material and meeting schedules.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Coordinated with internal teams to facilitate prompt delivery of client projects.
- Monitored and analyzed claims data to identify opportunities for improvement.
HR Benefits Services Inc
Senior Benefit Account Manager
11.2016 - 06.2020
Job overview
- Mange book for business of clients within mid market.
- Liaison between clients and carrier partners such as; UHC, Aetna, Florida Blue, Cigna, Mutual of Omaha, Guardian, HealtheChoices, Colonial.
- Educate, advise, and aid clients on all compliance related topics, included but not limited to ERISA, COBRA, 5500, Healthcare reform, tax laws, payroll
- Managed continuous enrollment process as well as yearly open enrollment periods.
- Created Sold spreads, Payroll Contribution spreads.
- Install new group insurance contracts or process renewal paperwork for existing or new clients.
- Presented to Human Resources professionals and C-level executives about available services and benefits of different plans.
- Assisted in analyzing and modification of compensation and benefit policies to establish competitive programs and ensure compliance with legal requirements.
- Put together reports and trend models to advise clients on best options.
- Cultivated productive relationships with business representatives and consulted closely to uncover needs and match to available solutions.
- Sold new products and services and developed new accounts to maximize revenue potential.
- Facilitated client satisfaction and renewed customer relations to drive growth.
PA Group Insurance
Client Retention Manager
07.2012 - 11.2016
Job overview
- Report directly to VP of Operations
- Responsible for developing, implementing, and executing an action plan to increase companies Global Renewal portfolio with specific targets.
- Work future Renewal Portfolio.
- Interoffice communication with Marketing & Sales Department to prepare plan on communications/marketing/Sales Strategies to impact the Global Renewal persistency.
- Portfolio negotiation and increase of new client retention.
- Maintained company compliance with local, state, and federal laws, in addition to established organizational standards.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Defined clear targets and objectives and communicated to other team members.
Best Doctors Insurance
Account Manager
08.2006 - 07.2012
Job overview
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Educated clients on new products or services to increase customer engagement with brand.
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Responsible in ensuring new sales and client retention for international health insurance solutions were obtained by servicing accounts, identify and understand the needs and ability to deliver service excellence that exceeds customers' requirements.
- Obtain all necessary documentation required for claims review and processing.
- Research and resolve written complaints submitted by members and physicians/providers.
- Communicate effectively and clearly with producers/brokers and members to resolve claims issues, complex payment issues, and urgent appeals by phone, email or in person.
- Monthly product and claims processing and requirements training with producers/brokers to ensure client satisfaction and client retention.
Education
EDUCATIONEDUCATIONEDUCATIONEDUCATION
Renewal
Healthcare
Customer Service
Leadership
Sales Management
Management
Employee Benefits
Negotiation
Human Resources (HR)
Personnel Management
Benefits, Personnel Management
Contracts, Progress
Clients, Proposals
ADDITIONAL SKILLSADDITIONAL SKILLSADDITIONAL SKILLSADDITIONAL SKILLS
2-15 Life, Health and Variable
Annuities Agent License
Colorado Technical UniversityColorado Springs, CO
Bachelor of Business from Business
Administration and Human
Resources
01.2021
Skills
- Customer Service Process Improvement
- Confidential Records Management
- Contract Review
- Problem Resolution
- Enrollment Coordination
- Employee Benefits
- Account Analysis
- Renewing Accounts
- Account Retention
- Benefits Strategies
- Government Regulations
- Benefit Auditing
- Data Management Software
- Benefits Implementation
- Strategy Implementation
- Client Training Delivery
- System Configuration
- Historical Performance Analysis
- Complex Issue Resolution
- Training Material Development
- Healthcare Policies
- Enrollment Procedures
- Benefits Oversight
- Plan Administration
- Invoicing Audits
- Deductions Understanding
- Health Saving Accounts
Certification
- Licensed Life, Health and Variable Annuities Agent - 0215
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Implementation Specialist/Contractor
Newpoint Resources, LLC
09.2022 - 06.2023
Employee Benefits Account Manager
McGriff Insurance Services
01.2021 - 09.2022
Account Executive
Brown & Brown Insurance
06.2020 - 01.2021
Senior Benefit Account Manager
HR Benefits Services Inc
11.2016 - 06.2020
Client Retention Manager
PA Group Insurance
07.2012 - 11.2016
Account Manager
Best Doctors Insurance
08.2006 - 07.2012
EDUCATIONEDUCATIONEDUCATIONEDUCATION
Renewal
Healthcare
Customer Service
Leadership
Sales Management
Management
Employee Benefits
Negotiation
Human Resources (HR)
Personnel Management
Benefits, Personnel Management
Contracts, Progress
Clients, Proposals
ADDITIONAL SKILLSADDITIONAL SKILLSADDITIONAL SKILLSADDITIONAL SKILLS
2-15 Life, Health and Variable
Annuities Agent License
Colorado Technical University
Bachelor of Business from Business
Administration and Human
Resources
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