Jaime White-Williams
Zion,IL
Summary
Professional Temp Client Manager/CCCS skilled at managing client relationships and developing keen understanding of corporate objectives to develop and deliver high-impact results. Independently manages multiple priorities and deadlines through hard work and dedication.
Overview
8
8
years of professional experience
Work History
Temp Client Manager
Alight Solutions
Lincolnshire, IL
06.2023 - Current
- Reporting metrics to the client during weekly client meetings
- Reporting missed metrics and what to do to improve metrics missed to ensure we meet clients SLA's
- Work together closely with client specialist to ensure quality delivery.
- Weekly meetings with CCCS to go over areas of opportunities.
- Manage and respond directly to client escalated issues
- Share client knowledge and needs with CC team
- execute plans to improve customer satisfaction
- Facilitates training when CCCS does not have the capacity
- Maestro Tasks updates
- Communicate to client -new enhancements (COE Security & Tax)
- Go to person for all benefits center related issues
- Identified opportunities to improve processes related to client services.
Client Specialist
Alight Solutions
Lincolnshire, IL
04.2018 - Current
- Cognos-Reporting to identify trends, Tickets due, FCR reporting.
- Clear Site- pulling repeat caller reports to identify root cause and to formulate action plan if necessary
- Client Escalations - Listen to escalated client calls and provide call summary to clients with my findings and process improvements if BC was the cause of the escalation
- Facilitates- AE and On- Going Training & Huddles for 3 clients to- People management. Also created training content
- Tool updates - updates tools for CSR to ensure they have the most up to date plan rules and talking points.
- Csat- Customer Survey responses- review all bottom 3 survey responses to identify trends. and customer care improvements.
Customer Service
Alight Public Relations
Lincolnshire, IL
09.2015 - Current
- Specialized in enrolling active and retirees into health coverage during annual open enrollment , qualifying life events, new hire enrollment & Cobra
- Counseled customer's on Medicare and Retirement benefits, and billing concerns. Impacts on benefits
- On Floor Supervisor- I accepted warm transfers from CCRs regarding challenging situations that required critical thinking on a high level to address the customer’s concerns.
- Life benefits specialist: Processed Death notifications
- CS Elite Trainer: Trained newly CCR ‘s on enrolling participants into health coverage, Technology, Tool usage , policy and procedures regarding health and welfare benefits
- Coached CSRs and evaluated calls provided coaching on areas of opportunities.
- Peer mentor : Assisted my Team manager with CCRs who struggled with quality expectations my duties included side x sides, coaching, created activities for CCRs who were struggling on certain topics to improve Knowledge Gaps.
- Facilitated client specific and specialist training for DCM's
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Education
Some College (No Degree) -
ECPI University
Virginia Beach, VASkills
- Strategy Development
- Strategic Planning
- Customer Service
- Customer Trend Analysis
- Decision-Making
- Performance Evaluations
- Business Analytics
- Data Analytics
- Relationship Building
Affiliations
- I love to travel
- i love uncovering new facts about history, historical landmarks
Accomplishments
- Completed a course with Mc Kinsey academy on Leadership essentials
Timeline
Temp Client Manager
Alight Solutions
06.2023 - Current
Client Specialist
Alight Solutions
04.2018 - Current
Customer Service
Alight Public Relations
09.2015 - Current
Some College (No Degree) -
ECPI University