CHEVONNE M. STEVENSON
HR Financial Services Process Lead
Charlotte,NC
Summary
Solutions-oriented Process Lead with 12+ years of experience in client account administration. Adept at timely problem solving and committed to staying positive in high-demand situations. Successful at delivering high quality service via current and prior support manager roles.
Overview
11
11
years of professional experience
Work History
HRFS Process Lead
Alight Solutions
Charlotte, NC
02.2020 - Current
- Work with 20+ clients to assist with their understanding of shared services strategies and solutions of payroll garnishment administration.
- Built and deepened productive relationships with existing clients to drive contract renewals to retain services.
- Collaborate across departments on priorities, functions, and common goals for successful payrolls and accurate funding.
- Facilitate training of new hires and cross country counterparts and ensure standard operation procedures are executed across all clients.
- Cross-train existing employees to maximize team agility and performance.
- Identify and correct areas of improvement and deliver feedback to the managers of their direct reports.
- Share and explain service level agreement data for operational statuses with executives for ongoing governance of accounts
- Monitor intake of documents from clients or registered agents to mitigate risk of default judgments.
- Resolve vendor and client conflicts, actively listening to concerns and finding appropriate options that support business needs .
HR Financial Services Delivery Analyst
Alight Solutions
Charlotte, NC
12.2017 - 01.2020
- First point of contact for clients needing support and guidance with garnishment procedures and payroll activity.
- Update and balance any banking variances with funding and outstanding checks.
- Recommend operational procedure enhancements to process flow or proprietary tools used for administration.
- Communicate with federal and state agencies, courts, attorneys, etc. for current data to be able to answer employee or client questions.
- Remit payments to vendors as a result of payroll deductions withheld
- Manage service tickets and resolve within target service level agreements.
- Support management with client escalations and project activity as needed.
Customer Care Client Specialist
Alight Solutions, AON Hewitt
Charlotte, North Carolina
03.2012 - 11.2017
- Streamlined operational efficiencies by supporting clients and customer service representatives with knowledge of health & welfare, defined benefits (pension), defined contributions (401(k)), leave of absence, payroll, & HR services.
- Resolved concerns with products or services to help with retention and drive sales.
- Took ownership of employee or client escalations issues to follow problems through to resolution.
- Assisted in training new employees and participated in cross-training with other departments.
- Wrote and proofed customer service counseling tools/pages to reflect proper benefit information and external referrals.
- Presented service level agreement data and month over month improvements to clients and discuss any areas of improvement to meet client satisfaction.
Education
Bachelor of Science - Computer Science, Business Administration
Elizabeth City State University
HR Services Payroll Fundamentals -
ALIGHT OFFERED COURSE
01.2022 - 03.2022
Skills
Workday
Processes implementation
Risk management
Service delivery
Reconciliation
Data review
Investigating discrepancies
HR support
Processing garnishments
General ledger posting
Collaborative team member
Project Management
Microsoft skills
Accomplishments
- Supervised team of staff members as interim manager for 2 years
- Collaborated with our production team in the development of many enhancements to an internal tool used for garnishment data
- Assisted with requirements to execute Workday report changes to allow for low to no errors during payroll validations
- Persuaded a large client to convert their funding and accounting method to align with standard POVs
- Saved clients thousands of dollars by quickly and effectively working with attorneys and courts to stop or dismiss default judgments
Timeline
HR Services Payroll Fundamentals -
ALIGHT OFFERED COURSE
01.2022 - 03.2022
HRFS Process Lead
Alight Solutions
02.2020 - Current
HR Financial Services Delivery Analyst
Alight Solutions
12.2017 - 01.2020
Customer Care Client Specialist
Alight Solutions, AON Hewitt
03.2012 - 11.2017
Bachelor of Science - Computer Science, Business Administration
Elizabeth City State University