Chelyn Pierson
Spring
Summary
Dynamic benefits and client service professional with a proven track record in managing complex programs and ensuring regulatory compliance. Expertise in issue resolution, process optimization, and enhancing service delivery across diverse stakeholder groups. Exceptional communication skills, collaborative leadership, and the ability to empower high-performing teams. Results-driven and adaptable, dedicated to improving employee experience and driving organizational performance to new heights.
Overview
2026
2026
years of professional experience
Work History
Senior Customer Benefits Representative
Hewitt Associates/Aon Hewitt/Alight Solutions
The Woodlands, TX
2007 - Current
- Managed multiple team members aligned to large customers across the organization for customer service functions and other various projects/assignments.
- Streamline HR Connect management tool for requests and tickets
- Implements Customer Service Strategies, improvement plans for team members and Improvement/Enhancement recommendations. Provide escalation support to the Client Team Managers.
- Significant Specialist Skills management i.e. Life Benefits, Retirement, Floor Supervisor
- Quality Assurance for Customer Service towards Internal/External Customers.
- The ability to identify and assess systematic and/or training issues to act quickly and accurately to ensure timely resolution.
- SME in Procedures and Processes
- Demonstrate the ability to gain customer support/trust and to display excellent personable skills across cultural backgrounds
- Facilitated benefits enrollment processes for employees, ensuring accurate information dissemination.
- Provided support in resolving employee inquiries regarding benefits options and eligibility requirements.
Business Instructor/Facilitator
Hewitt Associates/Aon Hewitt/Alight Solutions
The Woodlands, TX
01.2007 - Current
- Assistance in Resource Planning ensuring proper coverage being provided.
- Responsibility for 50-100 associates knowledge/training for customer services regarding health and insurance benefits provided to the client.
- Extensive Project Management skills
- Traveled to and Facilitated Training Classes/Procedures to 3rd party call centers and provided support.
- Location SME on DRIVE. Ability to spread new logic and concepts for the new Customer Service Culture. Motivate and share development goals.
Alight AE Coach
Hewitt Associates/Aon Hewitt/Alight Solutions
The Woodlands, TX
01.2007 - Current
- Provided Coaching within QMS which entailed side by side call listening/silent monitoring 80 calls per week.
- Documented areas of strength and/or areas of needed development.
- Demonstrated Domain expertise, client knowledge and use of business tools
- Participated in the Quality calibrations to drive consistency in evaluations across the businesses.
Team Manager
Hewitt Associates/Aon Hewitt/Alight Solutions
The Woodlands, TX
01.2007 - Current
- Responsibility of day-to-day managerial duties and projects
- Reporting and analysis of efficient call listening, evaluations of CCR’s to meet the DRIVE monthly requirements, Documentation and Feedback on Quality Issues.
- Analyzing Team performance and identifying training needs/requirements. Ensuring continuous improvement of team performance/metrics.
- Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
- Developed and implemented process improvements, increasing team efficiency and productivity.
Office Manager
All Points Business & Tax Services
Conroe, TX
01.2003 - Current
- Managed strategic alliances with existing clients while securing new business accounts to support organizational growth.
- Implemented innovative marketing strategies and promotional events to drive commercial project engagement.
- Marketed tax services and products to new and existing clients, increasing clientele by 25%–32% year over year.
- Coordinated staff meeting schedules and client appointments to maximize efficiency and time management.
- Maintained strict confidentiality when handling sensitive employee and client information, ensuring trust and compliance.
- Improved internal communication by introducing collaborative tools for project tracking and team updates.
- Led community outreach initiatives that strengthened the company’s local reputation and increased public engagement.
Education
Associate of Science -
Lone Star Montgomery College
The Woodlands, TX2007
Skills
- Critical Thinking/Problem Solving
- Significant Microsoft Office User
- Quality Assurance
- Customer Service
- Project management
- Self motivation
- Adaptability and flexibility
- Multitasking
- Employee relations
- Benefits administration
- Policy interpretation
- Teamwork and collaboration
- Verbal and written communication
- Subject Matter Expert in Business Processes/Procedures
Timeline
Business Instructor/Facilitator
Hewitt Associates/Aon Hewitt/Alight Solutions
01.2007 - Current
Alight AE Coach
Hewitt Associates/Aon Hewitt/Alight Solutions
01.2007 - Current
Team Manager
Hewitt Associates/Aon Hewitt/Alight Solutions
01.2007 - Current
Office Manager
All Points Business & Tax Services
01.2003 - Current
Senior Customer Benefits Representative
Hewitt Associates/Aon Hewitt/Alight Solutions
2007 - Current
Associate of Science -
Lone Star Montgomery College