Michelle Cavazos serves as Vice President of Service at BenefitMall, where she leads nationwide Service teams supporting the General Agency (GA), Consolidated Benefits Administration (CBA) division, and Service vendor partners. With over 25 years of experience in the employee benefits industry, Michelle has been an integral part of BenefitMall since joining the company in 2004.
Michelle is a results-driven leader with a proven track record of enhancing operational efficiency through the implementation of bot technology, AI solutions, SaaS methodologies, and offshore capabilities. She is also responsible for overseeing service quality across the organization, with a strong emphasis on customer experience, leveraging key performance indicators (KPIs) and Net Promoter Score (NPS) tracking to drive continuous improvement.
Before joining BenefitMall, Michelle worked in Underwriting at Aetna in Arlington, TX, following her transition from the Sales Department in San Antonio, TX. Her diverse experience across both the broker side and multiple areas of the employee benefits industry gives her a well-rounded understanding of client needs and a deep commitment to delivering exceptional service.
Michelle holds a Bachelor’s degree in Business Administration from the University of Texas at Dallas and maintains a Group I License, supporting her ongoing professional development in the benefits field.
Originally from San Antonio, TX, Michelle now resides in Frisco, TX, with her wife, Angie, and their son, Sebastian. Outside of work, she enjoys spending time with family, visiting piano bars, and catching live 80s cover band performances with friends.