Magdalena Cervantes

Magdalena Cervantes has extensive experience in benefit services and customer support, currently serving as the Benefit Services Team Lead at The Boon Group, Inc. since September 2013. In this role, Magdalena plans staffing levels, monitors queues, prepares work schedules, and ensures compliance with Service Level Agreements (SLAs). Responsibilities include conducting audits, identifying improvement opportunities, resolving conflicts, and managing escalated customer issues. Magdalena also creates daily reports, participates in special projects, and plays a key role in employee training, performance evaluation, and motivation. Prior to this, Magdalena worked as an Enrollment Counselor at The Boon Group, Inc. from 2011 to 2013, and as a Legal Assistant at the Law Firm of Laub & Laub from August 2005 to July 2011, where tasks included accounting and billing for the firm.