Chantelle Holmes
Charlotte,NC
Summary
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles. Focused on ensuring excellent service standards and maintaining customer satisfaction.
Overview
11
11
years of professional experience
Work History
CC Client Manager Manager
Alight Solutions
08.2014 - Current
- Provided dedicated leadership to all aspects related to benefits administration management including call center performance tracking, consulting, and collaboration
- Provided day to day oversight of call center agents and external partners while identifying and implementing best practices for continuous performance improvement
- Experienced managing health and welfare benefits such as medical, dental and vision, HSA, FSA, HRA, wellness programs and 401k, including retirement plans
- Effectively managed operations to meet and exceed contractual service level agreements while eliminating KPIs
- Reduced total calls into center by 15% through population education, process improvement initiatives and digital solutions
- Provide performance reporting to invested stakeholders (internal and external) by collecting, analyzing, and summarizing benefit data and trends
- Monitored key business risks and established risk management procedures
- Created comprehensive on-boarding training for client delivery specialist to include but not limited to: Effective Client Communications, Building Client Relationships, Intro to Leadership, How to Impact Results, and Delivering Effective Training
- Solid knowledge of state and federal regulations for qualified plans such as HIPAA, ERISA, and ACA
- 10 years of benefits administration and 8 years of supervisory experience
- Maintained client relationships by identifying and assessing clients' needs, resolving problems, and consulting on opportunities to improve delivery
- Scheduled and attended meetings with clients and prospective clients as requested.
- Established performance and service goals and held associates accountable for individual performance.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
Customer Care Client Specialist
Aon Hewitt
08.2012 - 08.2014
- Took ownership of customers issues to follow problems through to resolution
- Verified accuracy of customer account information and updated when necessary
- Responded to customer needs through competent customer service and prompt problem-solving
- Reduced client escalations by 15% through effective trainings, tool updates and timely resolution
- Used exceptional communication to connect with customers, assess needs and present solutions.
- Achieved high customer satisfaction rating of 90% or higher through proactive one-call resolutions of customer issues. Delivered above contractual threshold of 85% each month
- Provided customers with detailed information on company products, services and materials
- Identified customer issues with products or services, investigated causes and initiated resolutions
- Accurately tracked and recorded customer interactions in CRM platform
- Requested escalation for unresolved issues
- Assessed and offered solutions to improve procedures and customer experiences
- Developed and implemented customer care policies, procedures and regulations necessary to satisfy customer base
- Assisted in training new employees and participated in cross-training with other departments
Education
Bachelor of Arts - Digital Communications And Media
Clark Atlanta University
Atlanta, GA06.2004
Diploma - Digital Communications And Media
Communication And Media Arts High School
Detroit, MI06.2001
Skills
- Data Analysis
- Data Modeling and Reporting
- HRIS/Oracle
- Microsoft Office and Google Suite
- Tableau and Cognos
- Workday
- Operating Procedures and Policies
- Business Analytics
- Special Requests
- Customer Inquiries
- Developing Methodologies
- Strategy Development
- Client Advocacy
- Staff Support
- Client Base Retention
- Client Relations Management
- Client Management Technologies
- Client Service
Accomplishments
- Achieved 90% client satisfaction through effectively helping with customer inquiries, account management and care center operations.
- Supervised team of 50 staff members.
- Achieved Net Promoter Score (NPS) of 90% by completing customer care operations and client account management with accuracy and efficiency. Received highest NPS scores for past 3 years.
Timeline
CC Client Manager Manager
Alight Solutions
08.2014 - Current
Customer Care Client Specialist
Aon Hewitt
08.2012 - 08.2014
Bachelor of Arts - Digital Communications And Media
Clark Atlanta University
Diploma - Digital Communications And Media
Communication And Media Arts High School
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