Isabel Herala Email & Phone Number

Drove enterprise level client engagement, project management, and HSA management activities for over 25k participants across multiple Fortune 500 clients including BASF, EVRAZ, BlackRock, Veritiv, Bimbo, Colfax, Premise, and Lexmark.Notable Impact:♦ Guided client communication to address HR and employee questions; drove analytic insights and data analysis to research, isolate, and resolve errors. ♦ Orchestrated client facing implementations of Your Spending Account programs (YSA); collaborated with cross-functional teams and key HR decision makers to establish roadmaps and manage scope of work, ensuring successful onboarding.♦ Partnered with payroll teams to deliver accurate benefit deductions and employee account funding for HSA, FSA and DCFSA.♦ Evaluated team performance to ensure accurate management of contract provisions, service level agreements, and plan administration.

Promoted to lead a team of 5 Business Operations Administrators responsible for benefit management and analysis of over 15K employees across multiple clients including, Land O’Lakes, BlackHills, Catalent, CoreLogic, Los Alamos, Lawrence Livermore, Iberdrola, Genworth, and Experian.Notable Impact:♦ Managed Benefits Operations end to end, including annual enrollments of Health & Wellness programs, partnering with the broader Benefits and Shared Services teams in India to ensure successful onboarding and maintenance. ♦ Standardized refund processes globally; created a playbook and trained teams on refund request management; established a review and approval process, mitigating financial risk from inaccurate refunds. ♦ Implemented a non-payment coverage drop process; established SOP’s to improve verification of non-payment prior to dropping participant coverage, performed advanced training to drive program adoption globally. ♦ Researched complex benefit issues, analyzed fact patterns, and made decisions in alignment with service level agreements; reviewed client SOP's and processes, implementing changes to align with established SLA’s.

Orchestrated employee benefits and group plan administration activities for highly customized large enterprise level clients with 100k plus participants including JPMorgan Chase, Johnson & Johnson, and PNC Financial.Notable Impact:♦ Delivered over $400k in cost savings, closing 400 open cases in 2 months; guided audit processes and data research, bringing PNC to a compliant status while mitigating penalties and fees. ♦ Selected as a subject matter expert to join a troubleshooting team in New Jersey during the BankOne JPMC merge; closed over 3k cases, rebuilding coverage by creating and performing complex workflows and data analysis. ♦ Led the migration and administration of a Puerto Rico Health & Wellness Plan for over 5K Johnson & Johnson participants.

Served as a Health and Wellness benefits product expert, supporting participants at Bank of America and BellSouth.