Sonia Gonzalez Email & Phone Number

Salt Lake City, Ut, Us

Draper, Utah, United States

Draper, Utah

Draper, Utah

Draper, Utah

Work closely with Implementation staff during the implementation phase and with Account Management to ensure service objectives are met.Ensure client assignments are distributed appropriately to multiple department team members on my accounts.Provide direction as well as oversee the coordination of schedules and resources including project management for open enrollment regarding individual client assignments.Communicate regularly with client to evaluate service satisfaction and to resolve day to day service delivery questions.Identify and resolve issues affecting service delivery.Provide status reporting to client on an ad-hoc basis using Access, Excel or Database explorer.Provide operational reports to management and client according to scheduled deadlines.Participate in decision-making process within systems, as required, concerning client support issues and procedures.Create change controls when new projects are requested by client and properly document next steps throughout the projects. Create and maintain calculation specification/requirements document for each client account to ensure set up is outlined as expected by the client. This document is modified based on open enrollment for the upcoming plan year and continue to maintain document throughout the year as new project impact services or system.Continue the dual role responsibilities of Benefits Client Account Executive and Benefit Service Consultant.

Research & resolve escalated employee issues using Win Flex, FoxPro, CRM, Clarify, Outlook, & employee self-service (eSS) website to identify trends, update EE records, & notify HR contacts upon issue resolution.Facilitate bi-weekly conference call meetings with Union representatives from 7 different locations.Manage multiple client outlook email boxes.Work & resolve error reports including Carrier Enrollment, COBRA, FSA, Direct Bill, HIPAA, Extract & Load reports.Acted as the admin for my clients and processed all life events & administrator corrections via eSS.Process all Qualifying Medical Support Court Orders for the client.Work closely with the DVS team to ensure proper handling of new hire audits and removing or reinstating dependent records. Manage monthly reports & remove any overage dependents on behalf of the client.Make direct updates in carrier systems when EE issues arise and are escalated.Manage and maintain appeal Excel spreadsheet that is reviewed by the client.Act as direct COBRA contact.Track and maintain COBRA subsidy weekly Excel reports.Attend yearly training meetings with client regarding upcoming open enrollment changes.Help manage OE user acceptance testing, Help manage end of year W2 testing, reporting scenarios, QA’ing Excel spreadsheets.Proactively communicate with clients to resolve employee issues/concerns.Continually demonstrate the following skills: conflict management, problem solving, and superior internal/external customer service.Handled full time student audits every year maintaining Excel spreadsheet, receiving all proof from employees via mail or fax and archived them accordingly.Managed retirees and worked closely with third party vendors and client to process all changes for the retiree population during open enrollment.Acted as Benefits Client Account Executive (BCAE) pending the full transition of previous BCAE on my accounts; continued doing dual roles managing weekly client calls and internal teams.

 Took on a high profile client and handled all data/processes manually. Ensure accuracy of data input/output through audits and comparing data. Member of the IVR error team and worked on resolving IVR errors directly in the system. Troubleshoot issues and know when they needed to be escalated to the appropriate team or contact. Act as a mentor for new processors.

 Took inbound calls for the COBRA call center. Resolved issues concerning billing. Trained new customer service representatives. Researched multiple computer systems for accurate information. Assisted all incoming Spanish calls and inquiries.

Education record

Education record