SARA BENZIJA
Oviedo
Summary
Health & Benefits Support Manager with 15+ years leading client health and wealth services for Fortune 100 organizations. Proven record of building high-performing customer service and leadership teams, improving customer retention, service levels, and engagement outcomes. Expert in benefits administration, call center operations, escalation management, KPI optimization, and leadership development. Recognized for driving operational excellence, reducing attrition, and implementing scalable service strategies across complex financial and benefits environments.
Overview
29
29
years of professional experience
Work History
Health & Benefits Support Manager
Inspira Financial
12.2024 - Current
- Lead and oversee customer service teams supporting health and benefits account holders, driving service excellence, retention, and operational performance.
- Define service strategies, SLAs, and KPIs to align departmental initiatives with enterprise retention and growth goals.
- Coach and develop frontline leaders to achieve performance, engagement, and retention targets.
- Implement continuous improvement initiatives to optimize customer experience, reduce escalations, and increase retention.
- Analyzed service and customer data to identify trends and implemented corrective action plans to achieve SLA and retention objectives.
- Partnered cross-functionally with operations, HR, workforce management, and business stakeholders to enhance service outcomes.
- Reduced After Call Work (ACW) by 20% within three months through targeted coaching initiatives.
- Developed values-based soft skills coaching and call flow frameworks to improve First Call Resolution, Quality, and Agent Satisfaction metrics.
Team/Client Manager
Alight Solutions LLC
08.2011 - 09.2024
- Led open enrollment and client implementation initiatives, designing training programs to exceed KPIs including AHT, ACW, FCR, CSAT, and service levels.
- Directed health and wealth benefits administration for Fortune 100 clients, ensuring SLA compliance, escalation resolution, and service quality outcomes.
- Reduced call center attrition 20% YoY by translating employee feedback into targeted coaching, incentive, and career progression programs.
- Increased employee engagement survey scores 30% YoY by delivering leadership coaching workshops and fostering collaborative team culture.
- Developed supervisory performance tools and coaching frameworks, boosting manager effectiveness and operational outcomes.
- Established escalation handling processes and analytics, enhancing FCR and minimizing repeat contacts.
- Designed and led temporary supervisor program for 10 team managers to fill staffing gaps and maintain service levels.
- Managed cross-functional system migrations, training teams to ensure uninterrupted service delivery.
Managing Member
Stealth Sports LLC
Oviedo
01.2007 - 12.2009
- Founded and managed sports youth league, engaging 300+ athletes to foster community development.
- Developed strategic partnerships with local businesses, securing sponsorships that funded athlete scholarships.
- Implemented feedback system to enhance program quality and increase stakeholder satisfaction.
Associate Director
Infusion Capital Partners, LLC
Philadelphia
06.1997 - 09.2001
- Advised mid-market companies on equity funding, facilitating successful capital raises of $5M-$50M.
- Advised mid-market companies on equity funding, supporting capital raises of $5M-$50M.
- Identified acquisition targets and collaborated with leadership teams to execute strategic transactions.
- Conducted market research to guide investment strategies and enhance client acquisition efforts.
- Implemented financial systems and HR policies to streamline operations.
Education
BBA - Business Administration
Villanova University
Villanova, PA05-1996
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Skills
- Call Center Leadership & Workforce Management
- Customer Retention Strategy
- SLA & KPI Performance Management
- Escalation & Incident Management
- Coaching & Leadership Development
- Organizational Design & Workforce Planning
- Benefits Administration (Health & Wealth)
- Defined Contribution
- Defined Benefit
- IRAs
- Roth
- Traditional
- Alternative Assets
- Financial Services Client Operations
- Salesforce CRM
- Data & Trend Analysis
- Quality & Performance Metrics (AHT, ACW, FCR, CSAT)
Timeline
Health & Benefits Support Manager
Inspira Financial
12.2024 - Current
Team/Client Manager
Alight Solutions LLC
08.2011 - 09.2024
Managing Member
Stealth Sports LLC
01.2007 - 12.2009
Associate Director
Infusion Capital Partners, LLC
06.1997 - 09.2001
BBA - Business Administration
Villanova University