Donald Heard
Huntersville,NC
Summary
Dynamic professional with extensive experience at Alight Solutions, specializing in customer service excellence and issue resolution. Proven track record in mentoring teams and implementing training processes that enhance service quality. Expertise in database management and active listening, resulting in consistently positive customer experiences and strong client relationships.
Overview
20
20
years of professional experience
Work History
Sr. Client Care Representative
Alight Solutions, LLC
Charlotte , NC
06.2018 - Current
- Addressed customer needs through efficient service and prompt issue resolution, enhancing overall customer satisfaction.
- Assisted high volumes of customers daily, fostering positive experiences and high satisfaction.
- Resolved escalation issues in the role of On Floor Supervisor, upholding high service standards.
- Crosstrain staff to provide backup support for customer service managers.Develop training processes to enhance customer service skills among team members.
- Facilitating trainings for ongoing development and upskilling.
- Mentor junior team members, fostering strong understanding of Alight values and business processes.
- Accessed multiple databases to gather information efficiently for customer support.
Student Loan Advisor
Education Loan Center
07.2016 - 05.2018
- Provided comprehensive financial aid counseling to enrolled and prospective students, facilitating informed decision-making.
- Counseled students and parents on financial aid options, enhancing understanding of program details.
- Communicated with prospective students to illustrate available financial aid opportunities.
- Reviewed financial aid applications for accuracy and compliance, ensuring adherence to reporting standards.
Benefits Verification Specialist
Convergys
04.2015 - 11.2015
- Verified accuracy of employee benefits enrollment and ensured complete data entry to maintain integrity of records.
- Implemented open enrollment system to streamline benefits processes for employees.
- Analyzed employee benefits data and reported findings to inform trend identification and strategy development.
- Educated plan participants on benefits options using clear, accessible language to enhance understanding.
SR. Client Service Representative
ADP- Automated Data Processing
07.2006 - 10.2012
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Informed clients about account services and addressed inquiries on statements and balances, enhancing client understanding.
- Assisted high volume of customers daily, ensuring customer satisfaction through positive interactions.
- Cross-trained in various customer service roles, supporting seamless operations across departments.
- Maintained and managed customer files and databases.
Education
High School Diploma -
Dreher High School
Columbia, SC06.1987
Skills
- Customer service excellence
- Call center operations experience
- Issue resolution techniques
- Data confidentiality
- Data analysis
- Quality assurance practices
- Information retrieval expertise
- Database systems management
- Microsoft Office proficiency
- Communication strategies
- Problem solving
- Attention to detail
- Training facilitation
- Team mentoring
- Leadership support
- Active listening skills
- Business correspondence
- Cross training
- Information retrieval expertise
Work Preference
Salary Range
$50000/yr - $200000/yrTimeline
Sr. Client Care Representative
Alight Solutions, LLC
06.2018 - Current
Student Loan Advisor
Education Loan Center
07.2016 - 05.2018
Benefits Verification Specialist
Convergys
04.2015 - 11.2015
SR. Client Service Representative
ADP- Automated Data Processing
07.2006 - 10.2012
High School Diploma -
Dreher High School