NELSON MORALES
Employee Benefits Specialist
Winter Garden
Summary
Collaborative individual with expertise in providing exemplary service regarding employee benefits support. Multitasking Benefits Specialist knowledgeable in state and federal regulations and maintaining employee confidentiality. Bilingual Benefits Specialist dedicated to assisting employees with open enrollment for smooth and simple process. Offering more than 15 years of documenting and reporting changes in relation to benefits. Composed, talented and considered effective team player.
Overview
8
8
years of professional experience
2
2
years of post-secondary education
2
2
Certifications
1
1
Language
Work History
Client Benefits Manager
Alight Solutions
2 2022 - 6 2023
- Expertise in Medical, Vision, Dental, Life Insurance, Disability plans, and Reimbursement Accounts
- Resolved benefits-related issues and optimized client deliverables
- Audited benefit programs
- I saved the company $60K by removing ineligible Retiree Life Insurance
- Collaborated on team projects to identify issues and provide solutions
- Built strong relationships with third-party administrators and supported LTD claims in partnership with The Hartford
- Ensured program compliance with plan structures, policies, and legal requirements
- Self-motivated with a strong sense of personal responsibility.
- Coordinated disability claims management, working closely with insurance providers to facilitate prompt resolutions for affected employees.
- Educated new hires about different benefit plans.
Customer Care Client Specialist
Aon Hewitt
10.2015 - 2 2022
- Served as the subject-matter expert 'SME' on client's provisions, processes, and company policies
- Extensive experience managing COBRA administration, ensuring compliance with regulations and providing seamless support
- Increased team engagement from 20% to 96%
- Implemented a training program, boosting client satisfaction scores by 53%
- Led project to open seven new call centers in the Philippines, saving two high-profile contracts
- Managed projects and supported training during the annual enrollment season
- Cultivated strong client relationships and provided excellent customer support
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Sr. Customer Service
Hewitt Associates
07.2007 - 10.2015
- Facilitated training for Grievance & Appeals team and implemented new client requirements
- Reviewed customer service calls to improve quality and service
- Managed various claim types and developed benefits design strategies
- Ensured accurate payment of life insurance, 401(k), and pension benefits to surviving spouses and beneficiaries
- Created and maintained 33 SOPs for customized death and grievance processes
- Advocated for customers and assisted with employer-sponsored benefits.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Cross-trained and provided backup support for organizational leadership.
Education
BBA - Accounting
Universidad De Puerto Rico
Arecibo, PR 08.2003 - 05.2005
Skills
Standard Operating Procedure SOP
Online Profiles
- LinkedIn, https://linkedin.com/in/nelson-o-morales
- Social Network, https://bold.pro/my/nelson-morales/759
Certification
HIPAA Awareness for Business Associates
Timeline
HIPAA Awareness for Business Associates
01-2021
HIPAA Security
01-2021
Customer Care Client Specialist
Aon Hewitt
10.2015 - 2 2022
Sr. Customer Service
Hewitt Associates
07.2007 - 10.2015
BBA - Accounting
Universidad De Puerto Rico
08.2003 - 05.2005
Client Benefits Manager
Alight Solutions
2 2022 - 6 2023
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