Hi, I’m
NELSON MORALES
Winter Garden,FL
Overview
16
years of professional experience
3
Certification
1
Language
Summary
Benefits Manager with experience overseeing a wide range of plans, including retirement, medical, dental, vision, life, and disability. Handles company-wide maintenance needs as well as new hire and open enrollment processes. Develop cost-saving initiatives in healthcare administration.
Dedicated Client Manager with a successful background as the first point of contact for employee-related issues. Adept at successfully solving complex problems. Knowledge of employee benefits packages, including insurance, retirement, and reimbursement accounts.
Work History
Alight SolutionsLincolnshire, IL
Client Benefits Manager
02.2022 - 06.2023
Job overview
- Managed and serviced client employee benefits programs, including benefits enrollments, life status changes, and LTD claims
- Skilled at working independently and collaboratively in a team environment.
- Demonstrated expertise in Medical, Vision, Dental, Life Ins., Disability plans, and Reimbursement Accounts
Collaborated with clients to resolve benefits-related issues and optimize client deliverables - Oversaw open enrollment processing during the fourth quarter.
- Audited benefit programs and agreements to optimize service delivery.
- Helped the company save about $60 thousand dollars through an audit by removing Retiree Life Insurance from ineligible retirees who didn’t meet the required years of service.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Identified issues, analyzed information, and provided solutions to problems.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Organized and detail-oriented with a strong work ethic.
Proved successful working within tight deadlines and a fast-paced environment. - Cultivated strong relationships with third-party administrators and supported LTD claims process and daily HR updates.
- Kept programs aligned with plan structure, company policy, and legal requirements.
- Self-motivated, with a strong sense of personal responsibility.
Alight SolutionsOrlando, FL
Sr. Customer Service/Life Benefits Specialist
07.2007 - 10.2015
Job overview
- Facilitated training for colleagues joining the Grievance & Appeals team and implemented new client requirements
- Reviewed customer service phone calls to improve quality and service
- Managed cases for different claim types and developed benefits design strategies
- Facilitated employee or family communication materials
- Advocated for customers and assisted with various benefits offered by their employer-sponsored group
- Implemented a one-stop call service center for a high-profile client death process.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
- Checked employees' benefits enrollment for accuracy and inputted all data into TBA/Navigator.
- Implemented open enrollment system to streamline benefits processes for employees.
- Trained new team members in policies and procedures and offered insight into best ways to manage job tasks and duties.
- Built relationships with vendors to foster quality service delivery.
- Collaborated with HR to develop and maintain up-to-date benefits manual.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer inquiries and complaints with professionalism to restore satisfaction.
Alight SolutionsOrlando, FL
Customer Care Client Specialist
10.2015 - 02.2022
Job overview
- Facilitated training and prepared customer representatives
- Increased overall team engagement from 20% to 96%
- Implemented a new customer service training program, resulting in a 53% increase in client satisfaction scores
- Served as the subject matter expert (SME) on client's provisions, processes, and company policies
- Managed projects, provided training, and supported business instructors during the annual enrollment season
- Helped the business open seven new call centers in the Philippines by leading the whole project for cost-effectiveness while also saving two high-profile contracts
- Cultivated strong relationships with clients booked of business
- Mentored new client specialists.
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Interacted with team members across departments to research and resolve customer issues.
- Provided suggestions for process, application or documentation improvement.
- Conducted case management activities and services with multidisciplinary team.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Communicated with customers to identify needs and expectations.
Education
Universidad De Puerto Rico Arecibo, PR
BBA from Accounting
05.2005
University Overview
cum laude graduate
Skills
- Benefits Administration
- Project Management
- Data Analysis
- Effective Time Management
- Corporate Training
- Benefits Administration: (Health & Welfare, LTD, HSA/FSA)
- Account Analysis
- Program Leadership
- Vendor Relationship Management
Certification
- HIPAA Security Training- January, 2021
- HIPAA awareness for business associates Training- January, 2021
- Understanding HR Systems features and Benefits - October, 2021
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
Spanish (Fully Bilingual)
Software
Navigator
CsPro Software
Workday
TBA/GUI
Jama Software
Lotus Notes
Plansource
Microsoft Office
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