Benefits Administrator Open Enrollment

Melissa Celaya

Professional Summary

Accomplished Benefits Professional with 9 years of multi-state Benefits Administration experience. Known for being resourceful, organized, and detail-oriented, excelling in high- volume, fast-paced environments. A proactive individual with strong problem-solving skills and excellent communication, focused on delivering accurate and timely benefits solutions. Recognized for an ethical, approachable nature with a focus on the big picture. Professional Skills

• FMLA/LOA, Health/Dental/Vision, Medicare, COBRA, STD/LTD

• 401(k) & Pension Administration, Workers’ Compensation

• Open Enrollment, QLE Processing, New Hire Onboarding Technical Skills

MS Outlook, MS Word, MS Excel, MS PowerPoint, Lotus Notes, Outlook, Fiserv, Apollo, CSPro, UKG, SalesForce, Genesis, Crave, PeopleSoft Professional Experience

Benefits Administrator, Salt River Project Sep 2024 – Present

• Conducted onboarding orientations for new hires and employees with status changes

• Entered benefit enrollment elections into SRP’s internal database

• Collected and verified documentation for employee dependents and beneficiaries

• Attended weekly vendor meetings to maintain streamlined benefits communication

• Processed tickets from employees and retirees related to life events, benefit inquiries, and general questions

• Supported Annual Enrollment through webinars and on-site pop-up events

• Updated employee records for life events and personal information changes

• Performed monthly audits to ensure accurate benefit premium setup

• Managed daily email correspondence with employees and vendors

• Provided phone coverage during intern absences

Change Of Ownership Specialist, Vanguard Aug 2023 – May 2024

• Opened new accounts for individuals inheriting assets from deceased account holders

• Transferred assets, updated account information, and secured client data following notifications of death

• Guided beneficiaries through the inheritance process, including web registration and form completion

• Explained required paperwork and account transfer procedures to beneficiaries

• Performed administrative tasks such as placing account restrictions to protect decedent information and assets

Benefits Administrator, Procare HR Feb 2023 – Jul 2023

• Guided clients through onboarding and benefits enrollment for new hires, Open Enrollment, and qualifying life events (QLEs)

• Maintained and updated client account information, including contact details and benefit elections

• Resolved client issues through research, problem-solving, and follow-up communication

• Conducted onboarding and enrollment classes; advised clients on applicable state laws and benefit regulations

• Scheduled and led appointments for Medicare-eligible clients

• Processed new hire and retiree health enrollments, 401(k) withdrawals and distributions, pension payment updates, and direct deposit changes

• Managed transitions from group coverage to open market healthcare

• Performed monthly client audits, provided reports, ensured benefits compliance (ERISA, IRS, HR laws), and mitigated risk

• Handled escalations, internal tasks, and imaging department responsibilities Senior Benefits Administrator, Alight Solutions (Formally Aon) Jun 2016 – Feb 2023

• Held active insurance licenses in Texas, North Carolina, and Ohio during employment

• Enrolled clients transitioning from group to open market healthcare coverage

• Scheduled and conducted appointments for Medicare-eligible clients

• Facilitated onboarding and benefits enrollment classes

• Advised clients on state laws and regulations during benefits enrollment

• Processed new hire and retiree health coverage enrollments, qualifying status changes

(QSCs), 401(k) withdrawals and distributions

• Managed pension payment information and updated banking details for direct deposit

• Oversaw imaging department responsibilities and maintained accurate documentation Customer Care Representative, Specialized Loan Servicing Mar 2016 - May 2016

• Assisted customers with inquiries related to home mortgages, escrow accounts, and payment processing

• Updated customer accounts and ensured accurate documentation of interactions

• Directed customers to appropriate departments for mortgage assistance, refinancing, and other specialized support

Customer Service Advocate & Subject Matter Expert, Cigna Jan 2015 – Oct 2015

• Assisted customers with home delivery maintenance medications, including placing and modifying orders

• Updated customer accounts, added or removed members, and ensured accurate recordkeeping

• Collaborated with pharmacists to resolve issues such as damaged or undelivered prescriptions

• Contacted physicians to request medication renewals and refills on behalf of customers

• Provided real-time support to coworkers via online chat for customer service challenges

• Handled escalated calls, resolved complaints, credited accounts, and followed up to ensure satisfaction

Customer Service Representative, Arizona Public Service Mar 2014 – Jan 2015

• Initially placed through Randstad on contract and offered full-time employment based on strong performance

• Assisted customers with inquiries and concerns related to their utility accounts

• Recommended service plans based on customer needs and home assessments

• Scheduled service activations and disconnections

• Referred customers to community agencies for utility bill or deposit assistance

• Reported outages and electrical emergencies to appropriate departments

• Arranged payment plans for customers to help avoid service interruptions Customer Service Specialist, Randstad (Seasonal) Mar 2014 – Jun 2017

• Contracted through Randstad to provide support services to Arizona Public Service

(APS).

• Completed seasonal assignments in customer support and administrative roles

• Provided customer service support for multiple clients across various industries

• Updated account information and addressed client concerns and service needs

• Built positive client relationships through professional and responsive communication

• Assisted clients with online navigation and access to digital tools

• Referred clients to appropriate internal or external resources as needed

• Performed administrative tasks including scanning, faxing, and file maintenance Fraud Analyst, MCCS Jul 2013 – Feb 2014

• Investigated and reviewed data queues to determine appropriate actions for potential fraud cases

• Handled inbound and outbound calls related to internet, mail, and phone orders for charge verification

• Updated and verified account information during fraud review processes

• Researched and resolved unauthorized activity using credit systems and related platforms Certification

Certificate of Completion, Utilities Customer Service, Rio Salado College, 2014

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