Call Center Subject Matter

Selena Rogers Houston, Texas *****

**************@*****.*** • 281-***-****

Areas of Expertise

● Health Plans & FSA/HSA Plans

● Benefits Subject Matter Expert

● Quantitative, Analytical Problem

Solving

● Executive Level Communication

● Salesforce Lightning

● Open enrollment expert

● Conference speaker

● Long Term & Short Term Disability

● LOA -Parental & Personal

● Call Center Expert

● New Hire Trainor

● Renewals Manager

● Payroll Support -W2, Tax, ADP

Professional Experience

Simply Insured Remote

Renewal Coordinator- Employee Benefits (March 2025- Present)

● Work closely with team members to present renewal quotes and close renewal opportunities for the clients

● Identify any missing information needed during a customer's renewal process to ensure our customers have their questions answered and the coverage their employees are counting on.

● Ensure the integrity of client information maintained in the database systems (Salesforce)

● Assist with streamlining of systems and processes to further enhance automation and efficiency

● Act as the primary point of contact for clients during the renewal process.

● Ensure timely and accurate renewal of insurance policies while maintaining relationship driven results to reduce churn..

● Communicate renewal terms, policy changes, and premium adjustments to clients.

● Schedule and conduct renewal meetings with clients to review their coverage needs. Aon Remote - Contract

Field Benefits Enrollment Counselor (October 2024 - January 2025)

● Conducted in-person benefit enrollment sessions across multiple states, assisting employees with understanding and selecting medical and voluntary benefits.

● Guided employees through the enrollment process for both core and voluntary benefits, ensuring clear communication and accurate completion of all necessary forms and documents.

● Utilized enrollment software to accurately input employee data, verify information, and process benefit selections, ensuring compliance with client specifications and industry standards.

● Explained available benefits in detail, providing personalized recommendations based on employee needs and preferences, without any sales component.

● Maintained a professional demeanor, ensuring a positive and courteous experience for employees and clients alike, while adhering to company policies and work schedules.

● Managed multiple enrollment cases simultaneously, ensuring timely and accurate processing of all required documentation and applications. Nibiru Software Houston, Texas - Contract

Renewals Specialist/ Office Manager (March 2024 – September 2024)

● Manage day-to-day office operations, including administrative tasks, office supplies management, and vendor relationships.

● Act as the primary point of contact for internal and external stakeholders, providing excellent customer service and resolving inquiries promptly.

● Oversee the renewal process for software licenses and subscriptions, ensuring timely renewals and maximizing revenue opportunities.

● Develop and maintain relationships with existing clients, serving as a trusted advisor and addressing any concerns or issues to ensure client satisfaction.

● Collaborate with the sales and account management teams to identify upselling and cross-selling opportunities during the renewal process.

● Analyze renewal metrics and trends to identify areas for improvement and develop strategies to increase renewal rates.

● Prepare and present renewal reports to senior management, highlighting key insights and performance metrics.

United Health Care (Remote)

ID Card Analyst (July 2023 - February 2024)

● Managed the day-to-day operations of the ID card issuance system, including card printing, data entry, and user support.

● Conducted troubleshooting and provided technical support to resolve system issues and user inquiries, ensuring uninterrupted card issuance services.

● Collaborated with stakeholders to update and maintain ID card system documentation, ensuring accuracy and compliance with policies and procedures.

● Assisted in training new team members, facilitating smooth onboarding and ensuring consistent service quality.

Aetna Houston, Texas

Senior Benefits Implementation Project Manager (January 2003 – June 2023)

● Strong expertise in benefits program design and administration for fully insurance and self-insured companies.

● Managed effective execution and oversight for all new business and complex revision implementations, from Pre-Sale (when appropriate) through ID card and Contract production, including transition to Eligibility & Accounts Receivable. New Business cases 3000+

● Extensive working experience of government regulations (ERISA, FMLA, COBRA, HIPAA, HCRA).

● Main liaison from start to finish during open enrollment period for 3000+ employees companies working to complete medical, vision, dental, life, long & short term disability insurance.

Lead Quality Review Team Analyst (October 2000 – February 2002)

● Provided training for all quality review Team Associates on QR policies & procedures

● Review/audit Installation Support Consultant case file paperwork to evaluate compliance with standards & outcomes (e.g., accuracy & timeliness).

● Identified & communicated trends of error types, error percentages & non-compliance issues to management as warranted.

Texas Health Choice Houston, TX

Senior Provider Relations Representative (July 1999 – October 2000)

● Liaison to PPO (Multiplan), IPA, (North American Medical Management), and (Golden Triangle Physician Alliance) administrators.

● Site visits contracted with the provider office to educate and train office staff about updated processes.

● Prepare and deliver educational materials to keep providers up-to-date on changes. Coordinate and host Annual Provider meetings.

Lead Operations Specialist (February 1999 – July 1999)

● Internal Texas Division of Insurance (TDI) liaison for the Houston office.

● Review and resolve all incoming claims research correspondence.

● Trained co-workers on the appropriate resolution procedures of claim issues. Sierra Health Services Las Vegas, NV

Supervisor, Member Services (June 1997 – January 1999)

● Supervised staff of 14-17 Customer Service Representatives in a call center environment.

● Prepared monthly call reports for senior management.

● Conducted departmental orientation for all employees on an ongoing basis.

● Represented the Member Services Department in client presentations and site visits. Unlimited Care East Orange, NJ

Senior HR Coordinator (October 1993 – December 1994)

● Screened, interviewed and hired professional and Paraprofessional health care personnel.

● Prepared statistical reports and performed annual employee evaluations.

● Recruited, interviewed and implemented hiring and training recommendations to the Director of Operations.

● Processed all unemployment, disability claims and verified weekly payroll for 35-50 employees.

Education and Credentials

Achievements

● National Association of Professional Women (NAPW) member

● 1st Quarter Aetna Way of Excellence Award, April 2010

● Aetna Diverse Discoveries Leadership Development Program graduate, October 2008 References Available Upon Request

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