RICARDA ROLLE
Miami Gardens
Summary
Benefits Coordinator with a strong background in benefits administration and regulatory compliance. Track record of improving employee satisfaction through clear communication and adept problem-solving. Skilled in managing data and processing claims, enhancing stakeholder engagement and resolving intricate issues. Focused on delivering superior support and advancing organizational goals.
Overview
18
18
years of professional experience
Work History
Benefits Coordinator
UKG
07.2025 - Current
- Provide inbound support to employees regarding benefits enrollment, life events, and open enrollment processes.
- Answer inquiries related to payroll, garnishments, and benefits eligibility.
- Ensure accurate documentation and resolution of employee concerns in a high-volume call center environment.
- EEC – Employee Engagement Center
- Managed employee benefits enrollment processes and coordinated communication with stakeholders.
- Analyzed employee feedback to enhance benefits offerings and improve satisfaction.
- Collaborated with HR teams to ensure compliance with regulations regarding benefits administration.
- Assisted employees in understanding their benefits options and resolving inquiries effectively.
- Maintained up-to-date knowledge of all benefit plan provisions, policies, and procedures.
- Discussed medical, dental, short-term and long-term benefit plans with new hires and eligible employees with status changes.
- Ensured accurate completion of required documentation when employees terminate employment or change benefit elections.
- Responded to inquiries from current and former employees regarding their benefits package.
- Provided support for special projects related to benefits administration such as developing online enrollment systems or evaluating wellness programs.
- Checked accuracy and completeness of benefits applications and documents.
- Reviewed employee enrollments to verify accuracy, inputting information into company database.
Customer Service Representative
Space Coast Credit Union
09.2024 - 06.2025
- Responded to member inquiries via phone, fax, and written correspondence with professionalism and efficiency.
- Resolved account issues, conducted research, and followed up to ensure member satisfaction.
- Balanced multiple tasks in a fast-paced environment while maintaining service excellence.
- Applied problem-solving techniques to retain and strengthen member relationships.
- Via CareerXchange
- Assisted members with account inquiries and transaction processes.
- Maintained accurate records of member interactions and transactions.
- Resolved customer complaints through effective communication and problem-solving.
- Educated members on product features and services offered by the credit union.
- Collaborated with team members to improve service efficiency and member satisfaction.
- Utilized computer systems to process transactions and manage account information.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Claims Specialist (GS-08)
Social Security Administration
01.2008 - 07.2024
- Evaluated Social Security claims, ensuring adherence to federal regulations.
- Conducted claimant interviews and analyzed medical documentation for benefit eligibility assessment.
- Identified discrepancies and potential fraud, contributing to investigations and resolutions.
- Prepared comprehensive case files for hearings while maintaining accurate electronic records.
- Reviewed claims for eligibility and compliance with federal regulations.
- Processed applications and managed case files efficiently and accurately.
- Communicated with beneficiaries to clarify claim details and resolve issues.
- Collaborated with team members to improve workflow and service delivery.
- Maintained detailed documentation of claims processing activities and decisions.
- Analyzed complex cases to ensure proper handling according to guidelines.
- Resolved claims by approving or denying documentation, calculating benefits due and determining compensation settlement.
- Maintained detailed records of all claim activities including notes about conversations with claimants or representatives.
- Maintained knowledge of policies and procedures and insurance coverage benefit levels, eligibility systems and verification processes.
- Provided customer service by responding promptly to inquiries from claimants regarding their benefits or coverage.
- Collaborated with other departments within the organization to resolve issues related to claims processing.
- Communicated with other departments to establish action plans and manage open claims to closure.
- Evaluated financial information provided by claimants in order to process payments quickly and accurately.
- Conducted interviews with involved claims parties and witnesses to gather detailed information and arrange investigations.
- Generated weekly reports summarizing progress made on active cases.
Education
Some College (No Degree) - Communications
Howard Community College
Columbia, Maryland, MDSkills
- Government & Military Healthcare Systems
- Social Security & Benefits Administration
- Credentialing & Provider Contracting
- Regulatory Compliance & Quality Assurance
- Data Management & Reporting
- Fraud Detection & Risk Mitigation
- Customer & Stakeholder Engagement
- Claims Processing & Case Management
- Benefits administration
- Documentation management
- Data analysis
- Customer relationship management
- Employee support
- Record keeping
- Problem solving
- Effective communication
- Conflict resolution
- Team collaboration
- Critical thinking
Timeline
Benefits Coordinator
UKG
07.2025 - Current
Customer Service Representative
Space Coast Credit Union
09.2024 - 06.2025
Claims Specialist (GS-08)
Social Security Administration
01.2008 - 07.2024
Some College (No Degree) - Communications
Howard Community College