Kianna Dalton

About Kianna Dalton

I’m an insurance operations professional with 8+ years of experience delivering high-quality service, optimizing workflows, and supporting client and broker relationships across the Life and Disability space. In my current role as a Senior Benefits Support Specialist, I serve as a primary point of contact for a diverse book of business, managing complex service needs, resolving escalations, and partnering cross-functionally with Sales, Underwriting, and Implementation to ensure seamless service delivery. I’m known for identifying operational gaps and driving process improvements—most notably leading a census scrub initiative that reduced processing time from hours to minutes. I also take an active role in coaching peers, sharing best practices, and supporting team development to improve consistency and performance. My approach combines strong analytical thinking with a focus on practical, scalable solutions that enhance both efficiency and client experience. In addition to my industry experience, I hold an MBA in Operations Management and bring a growing technical skill set that supports process improvement and systems thinking. I’m particularly interested in opportunities where I can expand my impact by leading teams, improving service operations, and driving meaningful, client-focused outcomes.

Experience

1. Sr Benefits Support Specialist

   Symetra

   Dec 2025 — Present

   Serve as the primary contact for U100 groups, providing high-quality service delivery and ensuring client satisfaction, retention, and timely resolution of requests across Group Life, Disability, Absence, PFML, and Supplemental Health. Act as escalation point for complex service issues, leading root-cause analysis and resolution. Coach and support team members by sharing best practices and guiding problem-solving approaches. Identify operational gaps and drive process improvements, including a census scrub project that reduced processing time from 1-2.5 hours to under 15 minutes. Partner cross-functionally with Implementation, Account Management, Underwriting, Sales (RSE/VSE), and National Service teams to resolve issues and deliver client-focused solutions. Support onboarding and implementation of new employer groups, ensuring operational readiness and smooth transition to service by preparing administrative, contractual, and enrollment materials. Manage end-to-end service tasks, including AOR changes, licensing updates, contract amendments, and enrollment support, ensuring accuracy and compliance. Document and process contract amendments, ensuring alignment between client intent and contract language. Collaborate with Sales and Underwriting to negotiate plan design changes and renewals, supporting persistency. Maintain accurate activity tracking using Smartsheets, ensuring visibility into WIP, case status, and service metrics.

Education

• University of Saint Francis

  Master of Business Administration - MBA, Business Administration, Management and Operations

• University of Saint Francis

  Bachelor’s Degree, Bachelor of Science in Business Administration with Honors

  2016 — 2019

Skills

• Microsoft Excel
• Strategic Planning
• Communication
• Leadership
• Management
• Data Processing
• Time Management