ROSALYNDA FELIX ROSARIO
Tampa,USA
Summary
Results-driven professional with over a decade of experience in overseeing client relationships, executing seamless implementations, and conducting thorough plan change analyses. Skilled in project management, strategic planning, and process improvement. Delivers timely projects within budget while collaborating with cross-functional teams to enhance client satisfaction and operational efficiency.
Overview
21
21
years of professional experience
Work History
Implementation Specialist
GIS, Benefits
03.2024 - 01.2025
- Worked closely with sales team in managing broker relationships and new business opportunities
- Oversaw the implementation process of new sold cases with our internal sales team, enrollment firm, carrier portals and Third-Party Administrator
- Managed multiple implementation projects concurrently, maintaining strict deadlines without compromising quality or scope.
- Developed strong relationships with clients, fostering trust and confidence in the implementation process.
- Developed relationships with partner carriers, brokers and their clients
- Conducted business testing on all enrollment platforms Ease, Employee Navigator, benefitsCONNECT, Selerix, and Plan Source
- Served as the liaison between broker partners, clients and carrier partners on all ancillary lines of coverage
SBS CONSULTANT (CONTRACT)
MetLife
10.2023 - 03.2024
- Orchestrated and implemented group insurance policies to ensure seamless integration and compliance with company standards
- Managed and executed plan change requests and policy amendments to maintain accuracy and timeliness in all updates
- Conducted business testing scripts for newly delivered system capabilities and identified and resolved issues to enhance system performance
- Facilitated premium reconciliations to ensure accuracy in financial records and prompt resolution of discrepancies
- Served as the liaison between clients and internal client areas and fostered clear communication and strong working relationships
- Interpreted and conveyed the provisions of Client Core Products (Life, Dental, Disability, and Vision) and Voluntary Products (Critical Illness, Accident, Hospital, and Legal) to ensure clients understand benefits and options
- Oversaw high transaction volumes daily efficiently, prioritizing tasks to maintain productivity and meet deadlines
RECRUITER
The FDA Group LLC
03.2022 - 07.2023
- Delivered contract/consulting recruitment services for Biopharmaceutical and Medical Device organizations and tailored strategies to meet each client's unique needs
- Performed comprehensive sourcing and recruitment services, including sourcing, screening, interviewing, selecting, and hiring ideal candidates for short-term and long-term projects
- Supported Account Managers in achieving quarterly outreach goals and contributed to overall team success and client satisfaction
- Specialized in regulatory affairs, quality assurance, compliance, validation, and auditing, and provided expert guidance and support in these areas
- Collaborated effectively with team members in a remote work environment and utilized digital tools to maintain communication and ensure project success
IMPLEMENTATION SPECIALIST
Principal Financial
03.2017 - 03.2022
- Reviewed and interpreted information for new cases and cross-purchase submissions to ensure accuracy and compliance with company standards
- Enhanced client satisfaction and retention by analyzing customer needs based on accumulated data and recommending additional benefits
- Headed implementation calls to foster strong relationships with clients and brokers and ensure a smooth onboarding process
- Prepared and worked with sold case submissions to ensure the receiver of the highest quality information while expediting processing and building positive client and broker relationships
- Monitored the pipeline (quoting and sold case) to assist with the sales process and provided timely updates and feedback to sales teams
- Partnered with sales representatives, account executives, and internal sales specialists to develop and manage broker relationships and drive business growth
- Impacted brokers and clients positively to facilitate successful new business implementation and improve client satisfaction
SMALL GROUP ACCOUNT MANAGER
Lykes Insurance
03.2013 - 01.2017
- Developed and nurtured loyal relationships with 100 mid-sized accounts, achieving a 90% annual retention rate through exceptional service and support
- Acted as a liaison between clients and insurance companies to independently resolve all service problems, including billing, claims, and eligibility issues
- Coordinated open enrollment meetings and renewals and developed client marketing materials to enhance employee benefits comprehension while introducing regulatory changes on health, dental, and Medicare products
- Created full-scale English-to-Spanish translation services to provide bilingual marketing materials and conduct Spanish enrollment meetings for clients across all lines of insurance coverage
- Analyzed customer needs based on accumulated data and recommended plan design changes to meet needs effectively
- Addressed HR questions regarding waiting periods, life-changing events, and other eligibility aspects to provide clear and accurate information
BROKER LIAISON, MEDICARE
Aetna
10.2008 - 01.2013
- Served as a single point of contact for the Medicare Southeast region and strategically implemented sales production reporting to coach brokers not meeting sales goals
- Trained brokers on Medicare products, ensured certification and knowledge of new regulations, and developed action plans to enhance sales in underperforming regions and drive significant improvements in sales performance
- Supported brokers on commission issues, enrollment, and client matters, ensuring 20-30% annual growth in Medicare sales
- Collaborated with other teams to share and implement best practices and new ideas to foster a culture of continuous improvement and innovation
SENIOR CUSTOMER SERVICE REPRESENTATIVE
Aetna
07.2007 - 10.2008
- Functioned as the subject matter expert for the global rollout of new HMO software programs to enhance user experience and facilitate account sales growth
- Delivered orientation training for new hires, ensuring Customer Service Representatives were thoroughly trained on the Health Maintenance Options (HMO) platform and various medical plan options; provided ongoing training to seasoned employees on new software to support continuous sales expansion and retention goals
- Assessed and provided performance feedback to customer service agents upon completing training, ensuring high service standards
- Managed escalated calls and inquiries, consistently achieving positive customer experiences and resolving complex issues
CUSTOMER SERVICE CONSULTANT
Aetna
09.2003 - 07.2007
- Managed claims inquiries for large national accounts, achieving first-call resolution for 95% of calls by providing accurate and timely information
- Investigated denied claims, identifying opportunities for reprocessing to maintain high customer retention rates; educated members on benefits questions, maintaining a 98% average handling time
- Offered Spanish translation services to customers, ensuring correct submission of claims information for payment, and translated foreign claims as needed
- Directed and trained the team of customer service representatives, enhancing overall team performance and service delivery
Education
BACHELOR OF SCIENCE - BUSINESS MANAGEMENT
University of Phoenix
Tampa, Florida01.2006
Skills
- Project Management
- Business Analysis
- Implementation Strategy
- Financial Analysis
- Strategic Planning
- Change Management
- Relationship Management
- Process Improvement
- Data Analysis
- Training and Development
- Client Relations
- Stakeholder Management
- Documentation
- Performance Evaluation
Affiliations
- State of Florida Health, Life, and Annuities Insurance License, 11/01/08, 05/01/17
- Medical Assisting Certificate, 1998
Timeline
Implementation Specialist
GIS, Benefits
03.2024 - 01.2025
SBS CONSULTANT (CONTRACT)
MetLife
10.2023 - 03.2024
RECRUITER
The FDA Group LLC
03.2022 - 07.2023
IMPLEMENTATION SPECIALIST
Principal Financial
03.2017 - 03.2022
SMALL GROUP ACCOUNT MANAGER
Lykes Insurance
03.2013 - 01.2017
BROKER LIAISON, MEDICARE
Aetna
10.2008 - 01.2013
SENIOR CUSTOMER SERVICE REPRESENTATIVE
Aetna
07.2007 - 10.2008
CUSTOMER SERVICE CONSULTANT
Aetna
09.2003 - 07.2007
BACHELOR OF SCIENCE - BUSINESS MANAGEMENT
University of Phoenix
Similar Profiles
Khori ArmentaKhori Armenta
Account Manager- Employee Benefits at GIS BenefitsAccount Manager- Employee Benefits at GIS Benefits
Han VuHan Vu
Personal Care Assistant at GIS Health CarePersonal Care Assistant at GIS Health Care
Corrado GalbiatiCorrado Galbiati
ABS assistente bagnanti at Gis MilanoABS assistente bagnanti at Gis Milano
Elizabeth CastroElizabeth Castro
Bartender/Server at The Brass TapBartender/Server at The Brass Tap
Stella KingStella King
Administrative Assistant & Retreat Coordinator at Finca AmbiwasiAdministrative Assistant & Retreat Coordinator at Finca Ambiwasi