Arielle Hagen
Taylorsville,UT
Summary
Expert knowledge of benefits industry, benefits operations and technology, and benefits products. Proven ability to retain highly satisfied customers through effective root cause analysis and resolution of complex issues.
Business professional with comprehensive background in analyzing complex data to drive strategic initiatives. Known for enhancing operational efficiency and supporting decision-making processes through detailed analysis. Highly collaborative team member focused on achieving results and adapting to dynamic business needs. Proficient in data modeling and process improvement.
Overview
9
9
years of professional experience
Work History
Lead Strategic Engagement Manager
Ultimate Kronos Group (UKG)
11.2022 - Current
- Work with highly escalated at-risk clients to review system issues and knowledge gaps by facilitating weekly calls and action plans to identify root causes
- Play a key role in retaining 98% of assigned customer accounts by identifying pain points, addressing regulatory compliance issues, and providing tailored product and configuration recommendations
- Act as an escalation point of contact to protect the customer experience while offering valuable feedback for continuous improvement within internal teams
- Monitor trends to identify system bugs or gaps to better improve client experience
- Assist with release testing to ensure system functionality
- Develop strong relationships with key stakeholders, resulting in long-term partnerships and increased revenue.
- Assess risks associated with engagements proactively mitigating potential issues before they escalated into significant problems affecting overall outcomes.
- Enhance client satisfaction by effectively managing cross-functional teams and delivering high-quality solutions.
- Develop comprehensive project plans outlining key milestones, resource requirements, and deliverables to provide clients with a clear roadmap for success.
Senior Specialty Support
Ultimate Kronos Group (UKG)
08.2021 - 11.2022
- Achieved high customer satisfaction and retention with
newly live accounts.
- Provided tactical, responsive, and proactive product
assistance, including knowledge transfer and recommending
additional training.
- Supported partners with new customers to review system
configurations, educate them on setup and usage of UltiPro
and Benefits Prime, and encourage system optimization.
- Promoted product best practices and developed successful
business relationships with customers.
Client Support Specialist
Employee Navigator
08.2020 - 08.2021
- Achieved high customer satisfaction and retention with newly live accounts
- Provided tactical, responsive, and proactive product assistance, including knowledge transfer and recommending additional training
- Supported partners with new customers to review system configurations, educate them on setup and usage of UltiPro and Benefits Prime, and encourage system optimization
- Promoted product best practices and developed successful business relationships with customers
- Conducted training sessions with clients on system functionality to enhance their benefits administration experience
- Documented escalated support issues to determine trends and provide feedback for product improvements/enhancements
Associate Account Manager
PlanSource (SAAS Company)
09.2016 - 08.2020
- Established and maintained solid client relationships with key decision-makers from C-suite executives to Benefit Managers
- Partnered with internal Ongoing Service Teams to deliver high-quality service to clients
- Communicated, negotiated, and managed contractual changes with clients
- Conducted ongoing training for client groups
- Managed special client projects, including open enrollment, with a focus on elevating the customer experience
Business Analyst
PlanSource (SAAS Company)
09.2018 - 01.2020
- Provided technical support to the PlanSource Benefits Administration client base, including troubleshooting, root cause analysis, and creative solutioning for challenging benefit configurations
- Consulted with clients and team members to find creative solutions for complex configurations and data
- Co-managed several high-profile clients, including John Hopkins Health System, Hugo Boss, and Bosley, attending all off-site client meetings
Client Support Specialist Tier2/Renewal Specialist
PlanSource (SAAS Company)
09.2015 - 09.2018
- Provided technical and administrative support to brokers and employers using the PlanSource platform
- Coordinated with internal departments to ensure client satisfaction and facilitated error resolution between third parties and health insurance contacts
- Assisted employers and brokers in preparing systems for open enrollment
- Provided training to team members and triaged work to distribute workload efficiently
Education
Copper Hills High School
Skills
- Account Management
- Client Success and Training
- HRIS Platforms
- SAAS Platforms
- Benefits Administration
- UKG PRO Payroll
- UKG People Analytics
- Smartsheet
- Business process improvement
- User acceptance testing
- Strategic planning
- Quality assurance
- SQL proficiency
- Gap analysis
- Test case scenarios
Timeline
Lead Strategic Engagement Manager
Ultimate Kronos Group (UKG)
11.2022 - Current
Senior Specialty Support
Ultimate Kronos Group (UKG)
08.2021 - 11.2022
Client Support Specialist
Employee Navigator
08.2020 - 08.2021
Business Analyst
PlanSource (SAAS Company)
09.2018 - 01.2020
Associate Account Manager
PlanSource (SAAS Company)
09.2016 - 08.2020
Client Support Specialist Tier2/Renewal Specialist
PlanSource (SAAS Company)
09.2015 - 09.2018
Copper Hills High School
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