Wasana Amy Maldonado
Texas City
Summary
Professional in client experience management and benefits specialist with results-driven approach. Strong ability to foster team collaboration and adapt to changing needs. Skilled in customer relationship management, conflict resolution, and process improvement. Known for reliability, strong communication skills, and focus on achieving business goals.
Overview
17
17
years of professional experience
Work History
Client Experience Manager
Bennie Health
Remote
01.2024 - Current
- Lead and manage the service relationship and strategy for clients, ensuring the delivery of high-quality service experience and customer satisfaction
- Work collaboratively with the consulting team to support the creation and development of client deliverables
- Lead customer open enrollment presentations
- Work collaboratively with other members of the consulting team to support the development and implementation of strategic initiatives
- Day to day contact for clients
- Manage client enrollments on a weekly basis for a Book of Business
- Complete all onboarding task
- Support quality assurance efforts, enrollment audits, benefit plans set up with benefits administration system
- Assist with Carrier invoice auditing and research errors
- Lateral move from Senior Benefits Analyst to Client Experience Manager January 2024
- Implemented quality assurance reviews to verify accuracy of plan files through troubleshooting and problem resolution.
- Created a streamlined onboarding process for new hires, facilitating their efficient enrollment in company-sponsored benefit programs.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests.
- Implemented effective training programs on benefits policies and procedures for HR staff, ensuring consistent knowledge across the organization.
- Managed, measured, tracked and resolved customer issues to achieve timely resolutions.
- Took ownership of customer issues and followed problems through to resolution.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Improved response times by optimizing workflow processes, ensuring prompt resolution of client requests and inquiries.
- Onboarded new clients through established sales and implementation cycle.
- Coordinated with internal departments on implementation of new client business.
Senior Benefits Analyst
Bennie Health
Remote
02.2022 - 01.2024
- Created a streamlined onboarding process for new hires, facilitating their efficient enrollment in company-sponsored benefit programs.
- Acted as primary contact for over 55 clients for benefit system input and database updates.
- Managed daily administration of group benefit health, life insurance, disability and flexible spending.
- Analyzed and reported on enrollment activities.
- Serve as an escalated services contact to help research issues with systems and carriers.
- Collaborate with other teams to help implement products and systems.
- Review client deliverables
- Creating and client deliverables.
- Work as support on customer request and gathering data.
- Manage client enrollments on a weekly basis for a Book of Business.
- Complete all onboarding task.
- Support quality assurance efforts, enrollment audits, benefit plans set up with benefits administration system.
- Assist with Carrier invoice auditing and research errors.
- Processed employee life event changes, ensuring timely updates to benefits and coverage for qualifying events such as marriage or the birth of a child.
- Updated HRIS systems as needed to reflect benefit-related changes accurately, maintaining up-to-date records for all team members.
- Maintained compliance with federal regulations regarding FMLA, ADA, and other relevant laws governing employee benefits.
- Educated managers on current benefit offerings and policies, enabling them to better assist their teams with questions or concerns.
- Performed benefits audits to identify discrepancies and opportunities for improvement in plan design or administration.
- Implemented open enrollment system to streamline benefits processes for employees.
- Built relationships with vendors to foster quality service delivery.
- Collaborated with HR to develop and maintain up-to-date benefits manual.
- Managed COBRA compliance, ensuring timely notifications and accurate administration for former employees.
Benefits Specialist
Tandium Corporation
Millersville, MD / Remote
06.2020 - 02.2022
- Process benefit elections, terminations and changes with health insurance carriers
- Developing employee benefit procedures and materials for clients
- Overseeing the maintenance of employee benefits records through on-line data terminal/work station computer input
- Planning, organizing and directing the activities related to group health, group life, dental, vision and flexible fringe benefits
- Preparing deduction/contribution reports for each payroll
- Reviewing and assuring compliance with Federal and state laws
- Assigning priorities and deadlines
- Preparing special reports and records
- Coordinating work flow and procedures between Employee Benefits and other departments
- Acting as liaison between Employee Benefits and Clients
- Coordinating the acquisition of medical, dental, vision insurance coverage and flexible fringe benefit programs
- Acting as a liaison between all health plan representatives and employee benefits
- Preparing and developing communication and educational materials regarding the benefits package for all the insured clients and employees
- Send benefits package and enrollment material to eligible employees
- Overseeing the reconciliation of health plan monthly eligibility reports
- Overseeing the reconciliation of premium reports from medical and flexible
- Monthly audits for each client invoices and carrier invoices
- Performing other duties as assigned
- Negotiated cost-effective contracts with insurance carriers, resulting in significant savings for the company.
- Checked employees' benefits enrollment for accuracy and inputted all data into PRISM.
Assistant Property Manager
Multifamily Management Inc.
Baton Rouge, LA
04.2013 - 05.2016
- Managing of office and daily functions
- Auditing leasing paperwork to follow company policy
- Executed marketing and advertising campaigns for apartment leasing, and assisted Property Manager with coordinating leasing events such as open houses and resident promotional activities
- Coordinated with maintenance on scheduling of repairs
- Maintained knowledge and awareness of corporate in/out migration, property competition, and other market conditions affecting leasing and operations
- Filed court documents for eviction and attended scheduled court hearings as Landlord’s representative
- Oversaw security deposit administration including inspecting units to determine resident’s balance or refund, preparing disposition letters, and processing security deposit returns
- Maintained familiarity with all procedures and requirements of accounts payable and accounts receivable
- Processed all property expenditures for Property Manager’s approval
- Developed and maintained reference book detailing property’s unique features, amenities, size, vacancies, rental rates, and current leasing promotions
- Reviewed and screened all applications for Property Manager’s approval
- Maintained property’s filing system including tenant, applicant, accounting, and vendor and contract files
- Completed all bookkeeping and collection needs for the property
- Collected and over exceeded budget requirements
- Monitored landlord-tenant relations and mediated disputes when necessary
- Responded to resident concerns and complaints
- Counseled residents and provided referrals to appropriate agencies
- Assisted Property Manager with conducting and documenting unit inspections and recertification of residents
- Maintained employee time cards for payroll
Assistant Property Manager
A.C. Lewis
Baton Rouge, LA
06.2012 - 04.2013
- Oversaw security deposit administration including inspecting units to determine resident’s balance or refund, preparing disposition letters, and processing security deposit returns
- Filed court documents for eviction and attended scheduled court hearings as Landlord’s representative
- Maintained familiarity with all procedures and requirements of accounts payable and accounts receivable
- Completed all bookkeeping and collection needs for the property
- Managing of office and daily functions
- Auditing leasing paperwork to follow company policy
- Conducted and documented unit inspections and recertification of residents
Bookkeeper
American Campus Communities
Baton Rouge, LA
11.2011 - 06.2012
- Collection of rental payments while posting payments to correct resident ledgers
- Delivering notices pertaining to late payments to residents
- Posting credits and charges to accounts
- Making deposits and balancing with MRI software
- Completing delinquency reports on a weekly basis
- Processing non-current delinquent accounts for collections process
- Creating invoices for past due accounts
- Taking current delinquent accounts to the Justice of the Peace for evictions processes
- Making payment plans with residents to avoid delinquent accounts and evictions
Member Service Representative
Telco Federal Credit Union
Baton Rouge, LA
07.2011 - 11.2011
- Experience in a fast-paced service environment
- Ability to access, understand and accurately input information using Microsoft WORD, Outlook, Access, PowerPoint and Tasks manager systems
- Experience in multi-tasking with assignments, phone calls and members
- Excellent verbal and written communication skills
- Customer focused approach to problem solving and resolution skills
- Strong innovation and experimentation skills
Leasing Consultant
S.L. Nusbaum
Gainesville, VA
05.2010 - 06.2011
- Responsible for maximizing occupancy by generating qualified traffic by networking within the local community, scheduling appointments, securing rentals, promoting resident retention and providing or coordinating exceptional customer service
- Processed applications credit checks and background checks to help provide housing for qualified prospects while following Virginia IRS Tax credit rules and regulations
- Submitted rent payments monthly
- Successfully provided presentation and initial application for leasing apartments, maintain availability reports of apartments vacant, and reviewed all move-in files
- Recommend programs and strategies to increase qualified traffic and closing ratios, conducted by monthly market surveys
- Provided daily update on traffic with follow-up upon initial visit in order to drive closing ratios upward to achieve and surpass current budgets
- Maintained occupancy percentages 98% to 100% with leasing percentages in the range of 98% to 99% within two separate communities on assignment review all leasing documents and property regulations and rules
- Collect and accurately process application fees, security deposits, rents and other fees
- Also responsible for advising the Community Manager of conditions which affected the resident’s safety, satisfaction and the properties preservation
Relocation Specialist
AIMCO
Fairfax, VA
12.2007 - 05.2010
- Managed incoming sales leads though pipeline access
- Provided customer service to new prospects, performed site tours, presentations and assisted with application process
- Collected rental payments, application fees and security deposits
- Posted accounts and made daily bank deposits
- Provided support to leasing staff in administrative duties including resident paperwork for new leases and renewals
- Responsible for rental earnings for AIMCO of over $2 million over a one-year period
Education
Certification in Human Resources -
American Public University System
Charles Town, WV05.2020
Bachelor of Arts - Business Management
American Public University System
Charles Town, WV03.2020
Associates in Science Degree - Social Science
Northern Virginia Community College
Annandale, VA06.2007
Skills
- Microsoft Word
- Power Point
- Office
- Excel
- Outlook
- Quickbooks
- Teams
- Prism
- FOCUS
- Property Management
- Onsite Real Page
- Property Bridge
- Yardi
- MRI
- Yield star
- Blue Moon
- Exceptional communication
- Goal Setting and Achievement
- Data-driven decision-making
- Microsoft Outlook, Word, and Excel
- Problem-Solving
- Time Management
- Customer Relations
- Deadline-oriented
- Administrative Support
- Customer Retention
- Customer Relationship Management (CRM)
- Audit Support
- MS Office expert
- Research ability
Affiliations
- Certified Apartment Manager, 01/2016, National Apartment Association
- Advanced Tax Credit, 01/2011, S. L. Nusbaum
- Certified Insurance Broker, 06/2022
References
- Gayle Flaherty, Director of Benefits, Current Supervisor, 301-523-0385, gaylemarief@gmail.com
- Charlaina Poole, Former Supervisor, 225-380-6850, Cbessix@yahoo.com
- Avery Mcwhorter, Former Supervisor, 985-373-6872, Avery_75@yahoo.com
- Holly Kolasa, Former Supervisor, 703-789-2562, HmKolasa@gmail.com
Timeline
Client Experience Manager
Bennie Health
01.2024 - Current
Senior Benefits Analyst
Bennie Health
02.2022 - 01.2024
Benefits Specialist
Tandium Corporation
06.2020 - 02.2022
Assistant Property Manager
Multifamily Management Inc.
04.2013 - 05.2016
Assistant Property Manager
A.C. Lewis
06.2012 - 04.2013
Bookkeeper
American Campus Communities
11.2011 - 06.2012
Member Service Representative
Telco Federal Credit Union
07.2011 - 11.2011
Leasing Consultant
S.L. Nusbaum
05.2010 - 06.2011
Relocation Specialist
AIMCO
12.2007 - 05.2010
Bachelor of Arts - Business Management
American Public University System
Associates in Science Degree - Social Science
Northern Virginia Community College
Certification in Human Resources -
American Public University System