Denise Puertas
Norwalk
Summary
Dedicated Benefits Center Specialist with expertise in benefits administration and claims processing. Skilled in professional communication and problem-solving, consistently achieving quality assurance scores above 93%. Committed to delivering exceptional customer support and ensuring compliance with industry regulations.
Overview
11
11
years of professional experience
Work History
Benefits Center Specialist
TriNet USA
Remote
12.2021 - 03.2026
- Managed 50–75 inbound calls daily, assisting clients and employees with medical, dental, vision, FSA/HSA, COBRA, and leave of absence inquiries.
- Consistently maintained quality assurance scores above 93% by providing accurate information and delivering exceptional customer service.
- Educated clients on benefit eligibility, enrollment, coverage options, and company policies.
- Utilized Salesforce to document customer interactions, manage cases, and maintain accurate records.
- Collaborated with internal departments to resolve complex benefit issues and ensure timely follow-up.
- Protected confidential employee information while complying with company policies and privacy standards.
- Served as a knowledgeable resource for teammates by answering benefit-related questions and sharing best practices.
Property / PIP-MPC Claims Associate
State Farm
Remote
11.2016 - 11.2021
- Managed a high volume of inbound calls from policyholders, attorneys, and medical providers regarding claim status and coverage.
- Reviewed police reports, medical records, repair estimates, and billing documentation to support accurate claim processing.
- Processed claim payments while ensuring compliance with company policies and insurance regulations.
- Maintained detailed claim documentation and provided timely claim updates to customers.
- Resolved customer concerns through effective communication, empathy, and problem-solving.
- Collaborated with internal teams to ensure timely claim resolution and exceptional customer service.
Customer Service Representative
Arizona Department of Transportation
Chandler, AZ
10.2014 - 10.2016
- Assisted customers with driver's licenses, title transfers, vehicle registration, and other motor vehicle services.
- Processed fees, taxes, and payments while maintaining accuracy in daily financial transactions.
- Reviewed title documents for compliance with Arizona regulations.
- Administered written, vision, and road tests.
- Maintained accurate records while delivering outstanding customer service in a fast-paced public service environment.
Education
No Degree - Business
Rio Salado College
TempeSkills
- Benefits Administration
- Claims Processing
- Insurance Claims
- Customer Service/ Call Handling
- Salesforce CRM
- Microsoft Office (Word, Excel, Outlook)
- Documentation & Recordkeeping
- Data Entry
- Case Management
- Conflict Resolution
- Problem Solving
- HIPAA & Confidential Information Handling
- Time Management
- Team Collaboration
- Attention to Detail
- Multitasking
Timeline
Benefits Center Specialist
TriNet USA
12.2021 - 03.2026
Property / PIP-MPC Claims Associate
State Farm
11.2016 - 11.2021
Customer Service Representative
Arizona Department of Transportation
10.2014 - 10.2016
No Degree - Business
Rio Salado College