1. R O B E R T M. L A S C O
Brooklyn, NY | e: roblasco1@outlook.com | c: (347) 512-7451
Customer care professional with over 18 years of experience in a corporate environment seeking a position to continue career
with a company that will utilize organizational, communication & administrative skills to benefit mutual growth and success.
Areas of expertise include:
Customer Service | Provider Services | Pre-Authorizations | Utilization Management | Client Relations
Call Center | Retirement Benefit Plans | Writing & Correspondence | Asset Retention | MS Word | MS Excel
MS Outlook | MS Powerpoint | Spreadsheets & Presentations | Team Liaison
E X P E R I E N C E
ORTHONET, LLC, White Plains, NY 2015 – Present
Provider Service Representative – Call Center 2015 – Present
Responsible for providing pre-certification and utilization management procedural information to health plan providers
and members of various health insurance contracts.
• Provides pre-authorization status updates to health plan providers for their health plan members.
• Educates health plan members on health plan tier levels and services covered.
• Informs health plan providers on procedure CPT codes managed by OrthoNet under health plan provisions.
• Works closely with Medical Management with expedited pre-authorization requests for members with medical
emergencies.
• Consults with case managers and contract assistants in establishing peer-to-peer scheduling between health plan
providers and Medical Management for member pre-authorization denials.
• Educates health plan providers on how to obtain retrospective reviews for medical services and not initially pre-
authorized by OrthoNet.
• Identifies and reports HIPAA violations to Medical Management to correct erroneous provider and member
information in OrthoNet’s recordkeeping system.
TRANSAMERICA, Harrison, NY 1998 – 2015
Sr. Customer Service Specialist – Defined Benefits Call Center 2009 – 2015
Promoted to a senior customer service role within the defined benefit plan call center, responsible for training new
representatives in handling customer relationships and internal technology platforms for tracking customer data and
correspondences.
• Served as the lead resource in assisting management with training and team-leadership within a high volume division.
• Improved collective call center performance by 50% through by streamlining training and performance requirements.
• Identified outdated documentation requirements and worked diligently with Transamerica’s compliance department
to implement corrections with current changes to the Sarbanes-Oxley (SOX) guidelines for proving legal identity on
all customer-facing application templates with new submittal instructions, reducing customer issues and escalations by
50% within 1 month.
• Analyzed client plan documents and summary plan descriptions to retrieve and communicate provisions to customers.
• Researched returned checks and takes appropriate steps to facilitate a successful reissue.
• Assembled applications and researches eligibility for survivor benefits, and investigates inquiries and discrepancies.
• Educated participants and beneficiaries on their pension plan options and benefits.
• Coached call center team of representatives to a call quality rolling average score of 90% highest company-wide.
• Leveraged critical analysis and research skills to repair system errors, eliminating mistakes impacting internal and
external customers.
Defined Benefit Conversion Specialist 2006 - 2009

2. ROBERT LASCO | Page 2
Appointed to the Defined Benefit client consulting team specializing in facilitating the administrative needs of
Transamerica’s newest defined benefit clients. Served as the point person for assisting with the integration of conversion
records and customer account data into recordkeeping system.
• Responded to service inquiries, account information inquiries in reference to pension payments, DB calculations, and
ensuring that processing of assigned work is completed to client’s satisfaction.
• Worked closely with the cashiering department to process monthly benefit payments for customers and maintain
accuracy of client information in the system.
• Built collaborative relationships with both internal and external marketing committees to help with client’s
participation on an employee level as each client had a personalized marketing campaign to help increase enrollment,
awareness and education.
• Continuously updated and maintained bookkeeping spreadsheets on each client and kept track of all financial
transactions both during and after conversion.
• Assisted in enrollment meetings and created presentations for onsite representation.
• Worked closely with Transamerica’s actuarial department in acquiring information related to customer accounts.
• Responsible for reporting of pensionable earnings and all tax filings for assigned caseload.
• Set up payroll data in Transamerica’s payment system for each client and ensured timely processing of payments.
Client Integration Consultant 2003 - 2006
Facilitated moderate to complex installations and conversions of new client business in compliance with financial
regulations and Transamerica policies.
• Assigned a client portfolio of twenty-five defined contribution retirement plan clients.
• Facilitated the set-up of newly acquired retirement plan conversion records into the recordkeeping system.
• Worked closely with the systems department ensuring accurate account set-ups for new plan participants.
• Created Excel spreadsheets with detailed records of each client and cataloging of all transactions.
• Worked closely with contact center and processing teams on plan-specific requirements for individual client accounts.
• Counseled plan sponsors and plan administrators on investment mutual fund options for their employees.
• Audited reconciliation of conversion assets and participant records.
• Reviewed participant benefit statements to ensure accuracy of plan transitions.
• Point person for the SOX, SAS 70 and employer level audits completed on a quarterly basis.
Registered Representative 1998 – 2003
Handled a wide variety of service inquiries into the call center from retirement plan participants and plan administrators
with their 401(k), 403(b), 457(b), IRA, NQDC and Profit Sharing plans.
• Provided investment counseling to plan participants in guiding their decisions for their retirement goals.
• Retained over $5M in pension plan assets over the course of 3 years by thoroughly promoting Transamerica’s IRA
account products for both internal and external accounts eligible for rollovers.
• Assisted plan participants by navigating complex investment models and mutual fund services with regard to risk
versus reward potential, and associated costs.
• Recruited to participate in a special financial planning and investment counseling project supporting employees of
Albany Memorial Hospital and new 403(b) enrollees, personally setting up over 100 new customers and providing
company-sponsored kits with valuable investment tools and planning literature.
• Processed loan transactions and set up loan amortizations in accordance with plan provisions.
• Educated participants on government and ERISA laws with respect to withdrawal provisions and tax liabilities.
• Served as a liaison among team members, management, and appropriate support teams.
E D U C A T I O N & T R A I N I N G
BROOKLYN COLLEGE, Brooklyn, NY
Coursework Towards Bachelor’s Degree
Previously Obtained Series 6 License (Transamerica)