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SVP of Customer Experience and Operations
Rosadaliz Berríos serves as Senior Vice President of Customer Experience and Operations at MCS, where she leads the strategic execution of initiatives designed to deliver a seamless and consistent customer experience. Since joining MCS in 2020, she has overseen key areas including Customer Service, Customer Experience, Retention, and Community Initiatives, impacting more than 700 employees, including over 350 offshore agents, and supporting service to more than 660,000 customers across Puerto Rico’s largest Medicare Advantage health plan.
Her leadership is grounded in a customer-centric philosophy that empowers service teams to become brand ambassadors while ensuring every interaction reflects MCS’ commitment to care and excellence. Through innovative programs, customer engagement strategies, and community outreach, Rosadaliz has extended the organization’s impact beyond traditional service, strengthening connections with the communities MCS serves and advancing a more integrated approach to customer experience.
An accomplished executive and industrial engineer, Rosadaliz brings more than 23 years of experience across Medicare, Medicaid, and Commercial health plan models. Throughout her career, she has launched new lines of business, optimized complex operations, and led transformative initiatives focused on improving customer satisfaction, retention, service delivery, and operational performance.
She began her career in the banking sector at Banco Popular de Puerto Rico. Rosadaliz holds a bachelor’s degree in Industrial Engineering from the University of Puerto Rico at Mayagüez and an MBA from the University of Puerto Rico, Río Piedras. She has also completed executive education and certifications in Customer Loyalty from the Kellogg School of Management at Northwestern University, Design Thinking from IDEO U, and Transforming Customer Experiences from Harvard Business School.
Beyond her professional role, Rosadaliz is a proud mother and caregiver who enjoys arts and crafts as a creative outlet and source of personal fulfillment.
