Jennifer Marasa

Alight Solutions

Virtual

03.2009 - Current

Nurture client relationships, effectively resulting in 97% client retention over 10 years.
Analyze data from customer feedback surveys, identified trends, and recommended solutions to improve customer experience.
Generate monthly and quarterly status reports detailing progress against established KPIs.
Create reports summarizing key metrics, such as customer service performance, sales results, and market share comparison.
Provide training sessions for staff members on how best to interact with customers in order to build relationships.
Gather requirements from stakeholders regarding desired benefit plan designs.
Serve as a liaison between clients and internal stakeholders by responding promptly to inquiries and escalated issues.
Assess current operational procedures and implemented process improvements that increased productivity levels.
Facilitate meetings between clients and internal teams to discuss project progress and deliverables.
Collaborate with sales and other internal partners to provide effective, successful, and seamless implementations.
Outline research findings in detailed documentation to support decision-making by clients for future benefit offerings.
Prior Role: Operations Delivery Analyst.