Benefits Operations Leader for Healthtech & SaaS
Resume:
Contact
***************@*****.***
www.linkedin.com/in/
kadishia-cardona-garcia
(LinkedIn)
Top Skills
Benefits Operations
Business Support
Data Analyst
Kadishia Cardona-Garcia
Benefits Expert & Driving Healthcare Innovation #FixHealthcare CX Ops Ex-Gusto
Denver, Colorado, United States
Summary
I’m a bilingual (English/Spanish) Broker Success and Benefits Operations professional with 6+ years of experience helping brokers, clients, and employers navigate complex health insurance environments especially within fast-paced SaaS and digital-first companies.
My background spans benefits strategy, broker partnerships, business support, and data-driven decision-making. I’ve led clients through onboarding, open enrollment, and renewals while managing technical implementations and resolving escalated issues with empathy and speed. At companies like Gusto and Bennie Health, I’ve supported growth-stage teams by improving service delivery, ensuring compliance, and increasing retention.
I thrive in collaborative, remote-first environments and I’m comfortable working across the country, and other platforms to align product, ops, and CX. Whether I’m streamlining benefit operations or advocating for the client voice, I lead with clarity, accountability, and care.
Strengths: Healthtech SaaS Client Retention Broker/Carrier Relations
Skills: Benefits Admin Onboarding Lifecycle Management Data Analysis
Tools: Salesforce, Gusto, Bennie, Slack, Notion, Zoom, Google Workspace, Python, HubSpot, etc.
Location: Based in Denver, open to remote-first teams nationwide What sets me apart?
• Strong background in health insurance, benefits tech, and client account management
• Deep experience with remote collaboration
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• Trusted cross-functional communicator between clients, brokers, carriers, and dev teams
• Committed to empowering others. Whether that’s clients, coworkers, or my own twin boys
Let’s connect if you’re interested in all things #benefits,
#brokerstrategy, #clientexperience, #data, or #healthinsurance innovation.
#CustomerSuccess #Benefits #BusinessOperations #SaaS
#DataAnalytics #BrokerRelations #HealthInsurance #Strategy
#Leadership #TwinMama
Experience
Nava Benefits
Client Success Benefits Analyst
September 2025 - Present (3 months)
Denver, Colorado, United States
As part of Nava’s Benefits team, I help deliver exceptional results during renewal and open enrollment seasons by blending operational precision with strategic systems thinking. My role focuses on improving processes, ensuring data accuracy, and driving cross-functional initiatives that enhance both client and internal experiences.
What I Do:
• Build renewal workbooks, validate data, and support complex spreadsheet analysis for client deliverables.
• Draft benefits communications and compliance documentation, including ERISA Wraps and other regulatory materials.
• Conduct peer reviews and quality checks to ensure every client touchpoint meets Nava’s high standards.
• Support benchmarking, plan design analysis, and rate modeling to inform better benefits strategies.
• Prepare open enrollment materials and client communications to streamline the employee experience.
• Lead and assist with ad hoc projects that strengthen operational efficiency across the team.
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Strategic and Technical Impact:
• Collaborate with business and technical teams to design scalable workflows and sustainable systems.
• Serve as a product owner style partner, translating business requirements into system improvements, process maps, and documentation.
• Lead strategic initiatives that improve the end-to-end user experience for internal and external stakeholders.
• Analyze existing workflows to identify opportunities for automation, efficiency, and continuous improvement.
• Partner with vendors and internal technology teams to ensure system alignment, functionality, and enhancement delivery.
• Leverage data and performance metrics to inform decisions and measure project impact.
No one should have to choose between the health of their employees and the health of their business. With Nava, you don't. Were on a mission to
#FixHealthcare
Bennie
Senior Benefits Consulting Analyst
April 2024 - September 2025 (1 year 6 months)
United States
Broker Success Business CX Operations & Analytics Partnered with consultants to deliver client materials such as open enrollment guides, benefit presentations, and cost modeling exhibits. Supported new client onboarding, managed enrollment transactions, and conducted audits to ensure data accuracy across HRIS platforms, carriers, and vendors. Coordinated reporting aligned with Bennie Data Operations team objectives. Responded to employee and client questions on enrollment, HRIS navigation, retirement contributions, leaves, and benefits coverage. Administered enrollments and approvals within vendor portals (Cocoon, Carrot, FORMA, etc.). Oversaw eligibility files and error corrections to maintain timely, accurate data. Processed HRIS events including QLEs, time off, and leave requests. Led compliance projects such as ACA, HCSO, and 5500 reporting. Executed open enrollment operations: HRIS implementation builds & testing, employee meetings, and file feed updates. Managed benefits invoices, data entry, reconciliation, and review with finance ops to ensure accuracy and timely Page 3 of 7
payment. Proactively reviewed processes and policies to streamline operations and contributed to continuous improvement initiatives. Conducted research on healthcare industry trends, regulations, and market dynamics. Analyzed large datasets to identify patterns, risks, and opportunities, preparing reports and presentations with actionable insights. Partnered with clients to align solutions with business objectives. Managed HR and benefits processes across multiple HRIS platforms including Workday, Gusto, Rippling, ADP, Paycor, Paycom, UKG, and Dayforce. Built strong relationships with industry partners while serving as a client advocate and solution driver.
#SaaS #B2B #B2C #BenefitsExpert #HR #PeopleOps #BizOps #Data Gusto
4 years 7 months
Broker Account Manager (Customer Success)
May 2021 - April 2024 (3 years)
Customer Success Manager Benefits Implementation & CX Ops: Drove exceptional client outcomes by deeply understanding technical requirements and proactively addressing potential challenges, ensuring seamless benefits onboarding and high client satisfaction.
Championed client relationships: Cultivated strong partnerships with brokers, clients, and internal teams, serving as a dedicated point of contact and trusted advisor throughout the benefits lifecycle.
Achieved unprecedented operational excellence: Implemented and managed insurance plans with meticulous attention to detail, achieving a historic 100% Delivery In Full, On Time (DIFOT) rate – the highest in department history. Proactively resolved complex issues: Leveraged strong problem-solving and communication skills to identify and resolve client concerns swiftly, contributing to high retention rates and positive client feedback. Managed and grew a dynamic portfolio: Effectively prioritized and executed multiple projects for an evolving book of business, demonstrating exceptional organizational and time management abilities.
Contributed to strategic improvements: Collaborated closely with cross- functional teams and leadership to identify opportunities for process optimization, enhanced scalability, and increased overall efficiency within the Benefits department.
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Health Benefits Facilitator
October 2019 - May 2021 (1 year 8 months)
Denver, Colorado
Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 100,000 businesses nationwide.
#WorkWithGusto - noun (guhs-toh) great enjoyment, energy, and enthusiasm. ex. Kadishia loves traveling #withGusto
Accenture
Business Support Analyst - Snapchat
May 2018 - October 2019 (1 year 6 months)
Greater Denver Area
Business Support Manager Snapchat
Leveraged advertising and marketing expertise within the social media industry to provide comprehensive business support and technical enablement for advertisers utilizing the Snapchat Ads Manager platform. Managed a high volume of customer interactions (advertisers and agencies) via email and chat, consistently exceeding established QA standards and operational KPIs (Tier 2 Certified).
Drove customer satisfaction and improved service quality by expertly troubleshooting technical integrations on advertiser webpages, ensuring seamless campaign execution.
Served as a subject matter expert on the Ads platform, utilizing data-driven insights to diagnose and resolve complex issues related to campaign delivery, reporting, and ad performance.
Provided proactive support and guidance on campaign optimization strategies to help advertisers achieve their marketing objectives. Proficiently implemented and supported pixel coding, tracking pixel reporting, and third-party measurement integrations (e.g., Google Analytics, Google DCM).
Effectively handled escalations from vendor teams, resolving intricate account troubleshooting, payment inquiries, and general platform-related issues. Collaborated cross-functionally with Sales teams and other stakeholders, proactively communicating via email, Google Hangouts, Slack, and Microsoft Page 5 of 7
Teams to address internal queries related to campaign performance, new product features, and payment processes.
Identified and escalated recurring technical issues, bugs, and opportunities for Sales training and business development to improve overall ecosystem efficiency.
Contributed to team knowledge base development by identifying training needs and assisting in the creation of resources to enhance business workflows.
Gathered and analyzed productivity metrics and other relevant data to identify areas for team improvement.
Colorado Department of Health Care Policy & Financing - HCPF Medicaid Service Coordinator
December 2017 - May 2018 (6 months)
Denver, Colorado
Assist enrollees/members with Health First Colorado (Colorado’s Medicaid Program).
In addition, assist with other public health insurance programs offered by the State of Colorado. Elicit relevant facts and provide information, advice or instruction in accordance with the understood prescribed protocol about eligibility, benefits and health care alternatives. Work skillfully in multiple system applications, policies, procedures, practices, and methods in order to resolve consumer inquiries. Understand basic eligibility requirements for Medicaid/Medicare, Colorado Indigent Care Program, Advance Premium Tax Credits and Colorado’s Health Marketplace
(Connect4HealthColorado). Assist members in navigating a complex health care environment by telephone, in person, internet chat, fax, e-mail or through written correspondence. Provide members tech support if needed. Research member inquiries and assist with proper resolution. Interpret and apply program policies, procedures, and established standard guidelines to assist the customer and provider. Advise, counsel and direct consumers towards community resources and health care options for the uninsured. Provide information to the general public about departmental programs, benefits, rules and policies. Direct members to the their appropriate channels such as departments, local Human Services office and more. Stratus Video
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Bilingual Operator/Interpreter
December 2016 - September 2017 (10 months)
Winter Park, Florida
Interpretation Operator for Spanish in accordance to department protocols. Handled all types of calls such as Legal, Medical, 911 Dispatch, Health/Auto Insurance, Sales/Marketing, and Hospitality/Travel Booking.com
Bilingual Customer Service Executive
April 2016 - August 2017 (1 year 5 months)
Orlando, Florida
Amazon
Bilingual CSR
June 2015 - December 2016 (1 year 7 months)
Customer service phone Representative for Amazon orders and products. Remote work from Home
Sears
Bilingual Sales Protection Agreement Representative June 2013 - December 2014 (1 year 7 months)
Winter Park, Florida, United States
Sold Protection agreements for Sears appliances and products. Sales via Spanish, service & retention department
Education
Seminole State College of Florida
Forensic Science and Informational Technology · (2015 - 2018) East River High School
· (2013)
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