Tara Edlund
Denver,CO
Summary
Results-driven professional with experience in benefits and operations management, known for a proven track record of exceeding performance metrics. Skilled in cross-functional collaboration, strong communication, and meticulous attention to detail. Passionate about supporting teammates, mentoring team members, and delivering the highest-quality customer experience. Committed to driving operational excellence while fostering a collaborative, high-performing work environment.
Overview
10
10
years of professional experience
Work History
Broker Operations Advocate
Gusto
Denver
02.2023 - Current
- Develop and lead ongoing team trainings on process updates and improvements, while providing continued support through tactical meetings and office hours.
- Manage the team’s escalation channel, providing real-time support to downstream teams and external partners to maintain a high-quality customer experience.
- Drive cross-functional collaboration through weekly syncs, reducing operational friction, delivering solutions, and proactively addressing customer challenges
- Manage ticket queue operations, resolving 60+ tickets month-over-month (~25% of total volume) by applying strong analytical skills and attention to detail to troubleshoot ongoing issues and unblock both downstream teams and external partners.
- Mentor and support new team members as a tenured IC, helping navigate complex roadblocks and sharing deep knowledge of team processes and workflows.
Onboarding Advocate
Gusto
Denver
08.2017 - 01.2023
- Facilitate open enrollment for new and existing groups enrolling in brokered benefits, serving as the primary point of contact throughout the onboarding process.
- Partner directly with customers to collect and validate required documentation in accordance with carrier and state underwriting guidelines using internal carrier metadata.
- Collaborate with carrier underwriting teams to assess group eligibility and ensure compliance with underwriting requirements.
- Work cross-functionally with sales partners to confirm groups meet carrier eligibility standards and underwriting criteria.
- Analyze internal and carrier reporting to identify partnership opportunities and improve operational alignment between Gusto and insurance carriers.
- Serve as a subject matter resource for both new hires and tenured teammates by delivering trainings, sharing process expertise, and hosting regular office hours.
New Business Analyst
BenefitMall
Denver
10.2015 - 08.2017
- Acted as a liaison between brokers and health insurance carriers to implement employee benefits for small businesses (2–100 employees).
- Communicated with field representatives to ensure all documentation met Colorado underwriting guidelines.
- Maintained ongoing correspondence with brokers and business owners to efficiently issue policies for medical, dental, vision, and ancillary coverages.
- Managed administrative tasks, including maintaining records and processing small group new business policies.
Skills
- Detail Oriented
- Benefits Administration
- Time Management & Prioritization
- Cross Functional Collaboration
- Escalation Management
- Process Improvement & Optimization
- Customer Relationship Management
- Mentorship & Training
Timeline
Broker Operations Advocate
Gusto
02.2023 - Current
Onboarding Advocate
Gusto
08.2017 - 01.2023
New Business Analyst
BenefitMall
10.2015 - 08.2017