Rosa Berrios

Rosadaliz Berríos is responsible for implementing the strategic roadmap to provide a frictionless service experience for MCS' customers. She joined MCS in 2020 and serves as MCS’ Senior Vice President of Customer Experience and Operations, overseeing Customer Service, Experience, Retention, and Community Initiatives. Berríos leads a team of over 500 employees, including more than 250 offshore agents, ensuring consistent, empathetic service across all channels. Her approach centers on customer needs, with a focus on delivering seamless support while empowering agents to become brand ambassadors. Through MCS' community programs, she creates opportunities for her teams to extend their impact beyond the company-supporting individuals in need, promoting healthier lifestyles, and advancing wellness and education throughout the communities MCS serves. Berríos is an accomplished executive and industrial engineer with over 20 years of experience. She has built her career specializing in Medicare, Medicaid, and Commercial health plan models- launching new lines of business, strengthening operations, and transforming processes to enhance satisfaction and retention. She began her professional career in the banking industry at Banco Popular de Puerto Rico and holds a bachelor’s degree in Industrial Engineering from the University of Puerto Rico, Mayagüez campus, and a master’s degree in Business Administration from the University of Puerto Rico, Río Piedras campus. She holds certifications in Customer Loyalty from Kellogg School of Management at Northwestern University and Design Thinking from IDEO U. A proud mother and caregiver, Rosadaliz enjoys arts and crafts as a creative outlet in her personal time.